5 Tips for Choosing the Right Business Phone Service
Updated on April 24, 2024 / 4 min read
One of the easiest ways for customers to contact most businesses is via phone calls. Whether it is to inquire about a product, make a purchase, or get through customer service, phone calls are among the most reliant mediums. This is why it is crucial for businesses, whether big or small, to invest in a good phone service. Business owners must also consider several factors to ensure they choose the right phone service.
1. Consider the type of phone service needed
When choosing a new phone service for a business, one needs to determine whether it is better suited for a landline or a Voice over Internet Protocol (VoIP) phone system. There are a few things that set them apart.
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Landline
These traditional phone systems have been in use for decades, and the primary way of transferring information between two callers is via a network of copper wires. While traditional phone systems are reliable, they are particularly difficult to set up. Landline phone systems require a lot of hardware and manual work to install.
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VoIP
Internet-based calling, or VoIP, is currently the most preferred telephoning system for businesses. The main reason for this is that, as opposed to landlines, VoIP does not need a lot of hardware, as it is mostly cloud- or software-based. This also makes it fairly easy and quick to set up.
2. Look for the necessary features
The phone service that a business chooses should have certain necessary features to manage clients’ and customers’ calls efficiently.
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Call routing
When considering phone services for a business, one of the most important features to look for is call routing or call transfer. This feature allows call attendants to transfer calls from customers to the right team members. For instance, if a customer calls to place an order, the attendant can transfer the call to sales personnel. With call routing, attendants can transfer calls to individuals best suited to help the customer.
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Call forwarding
This feature allows call attendants who may not be at their desks or working remotely to still answer their calls. Call forwarding enables easy redirection of calls from the main device to a secondary device, such as their personal mobile phone.
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Auto attendants
A business can improve customer service by using automated call attendants. This feature allows customers to select their query or reason for calling from a preset menu. Instead of waiting until a human attendant is free, the system can begin noting the customer’s queries. It also enables easy transfer of calls to the right department based on the customer’s reason for calling. Not only that, but businesses can also set up customized greeting messages that automated call attendants can begin the calls with.
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Call recording
Businesses can also greatly benefit from choosing a phone service with a call recording feature. By recording important phone calls, businesses can save and review customer details when needed.
3. Read up on the provider
Numerous providers are offering phone services for businesses. One should thoroughly look into them to ensure they are choosing a reliable and competent provider for their business. For instance, one can begin by checking how long a provider has been in business. One can then check the kind of customer reviews the provider has received for its services over the years. Likewise, reading reviews and details about a few top providers and comparing them can help one make the right choice.
4. Check if the phone service has CRM integration
Customer relationship management, or CRM, is a system that helps a business manage customer interactions. Integrating a phone service with the CRM system can be extremely helpful, as it can streamline customer service. A CRM can store transcripts from every call, which the employees can use when contacting that particular customer again. Along with this, CRM also helps create unified customer profiles. This makes it even easier to find the transcripts of all the phone calls with a particular customer.
5. Consider the costs
A phone service is a major investment for a business. So, when choosing one, business owners must consider whether the service is worth the price. They can begin by checking if the service has all the necessary features and if other providers offer all the same features at lower prices. That being said, when comparing the prices of different providers, business owners must also factor in customer reviews. Besides this, business owners must consider what additional expenses they will incur when getting a new phone service, such as the costs of upgrading internet plans.
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