Excellent customer support has become a critical component of success for businesses across the globe, and many business owners are turning to unified communications to achieve this.
With so much competition in the retail and services space, customers expect a quick, efficient and personalised experience, and to keep up with these demands, businesses need to have robust communication systems in place.
This is where unified communications, or UC as it is commonly known, comes to the fore by revolutionising the way customer support is delivered.
What are unified communications?
Unified communications (UC) integrates various communication tools and technologies into a single cohesive platform. This includes voice, video, messaging, email and data sharing, all accessible from multiple devices and locations.
By consolidating these tools, businesses can streamline their communications, making it easier for employees to collaborate and for customers to get the help they need, when they need it.
When deploying UC systems, there are three major options: in a private or public cloud, on-premises, or as a combination of the three. Before the deployment process, it’s integral that companies choose the right UC software to ensure it addresses their unique communications strategy, while also adhering to their specific security needs.
The benefits of unified communications for small business owners
There are multiple ways small businesses can benefit from unified communications.
1. Unified communications facilitates streamlined communication channels
For small business owners, managing multiple communication channels, such as email, phone calls, and instant messaging, can be daunting. With UC, all these channels are brought under one umbrella. This consolidation allows employees to handle customer queries more efficiently, reducing the need to juggle between different platforms.
A customer query that begins as an email, for instance, can seamlessly transition to a phone call or video chat if necessary, all within the same platform. This not only improves response times but also enhances the overall customer experience by reducing frustration and eliminating communication gaps.
2. Improved accessibility and mobility
Mobile phones are now the preferred device for the majority of online transactions, proving that customers expect to be able to reach businesses wherever they are and at any time. Unified communications facilitate this, allowing employees to stay connected, whether they are in the office, working from home or on the go.
Features such as call forwarding, mobile apps and cloud-based platforms mean that no matter where team members are located, they can access the tools they need to provide excellent customer support. This increased accessibility ensures that customer enquiries are addressed promptly, leading to higher customer satisfaction.
3. Enhanced collaboration and teamwork
Unified communications platforms offer various collaboration tools such as group messaging, video conferencing and document sharing, which can significantly enhance teamwork within a small business, particularly in hybrid settings.
When employees can collaborate more effectively, they can solve customer issues quickly and efficiently. For instance, if a customer query requires input from multiple departments, a unified platform allows for easy and immediate collaboration, ensuring a swift resolution.
4. Cost savings and efficiency
For small businesses, keeping costs under control is always a priority. Unified communications promote significant cost savings by reducing the need for multiple, separate communication systems.
By having a single provider manage all telecom needs, businesses can reduce their overheads related to infrastructure, maintenance and training. Moreover, a unified system reduces the likelihood of errors or miscommunications, further saving time and resources.
5. Improved data management and security
With data breaches and cyber threats a growing concern for SMEs, having a secure and reliable communication system is crucial.
Unified communications platforms often come with advanced security features, including data encryption, secure access controls and regular security updates, ensuring that all customer and business data is protected. Choosing to consolidate communications under one roof with a trusted provider allows businesses to better manage their data, maintain compliance and build customer trust through secure communications.
The knock-on effect of UC on customer support
The benefits of unified communications naturally trickle down into a company’s customer support infrastructure. In the context of customer service, UC promotes:
- Faster response times – With all communication tools integrated into one platform, customer service representatives can respond to queries quickly, reducing wait times and increasing customer satisfaction.
- Consistent customer experience – Unified communications ensures that all customer interactions are recorded and accessible, allowing for consistent and informed responses. Whether a customer contacts your business via phone, email or social media, they receive the same high level of service.
- Personalised service – With access to a customer’s communication history, service representatives can provide more personalised support, addressing past issues and anticipating future needs.
- Reduced errors and miscommunications – By centralising communication, businesses can reduce the chance of errors or miscommunications, leading to more accurate and effective customer support.
Improve customer support with unified communications from One Contact
For small businesses in Ireland looking to improve their customer support through unified communications, partnering with a local provider like One Contact offers numerous advantages.
We not only understand the unique needs of Irish businesses, but we also provide a comprehensive suite of services tailored to enhance communication and support. From reliable business broadband to advanced telephony services and secure data networks, we are proud to serve as a one-stop shop for all your telecom needs.
Furthermore, partnering with us means securing a single point of contact for business owners, which simplifies problem resolution, reduces downtime and ensures a more seamless communication experience for both employees and customers.
With a dedicated support team ready to assist at any time, businesses can rest assured that their communication systems will always be running smoothly, enabling them to focus on what matters most: serving their customers.
Contact us today to drastically improve your customer support through unified communications.
