How to Use Your Phone System as an Effective Customer Service Tool

Effective Customer Service Tool
by Cliff Painter     Monday, April 3rd, 2017.

How can you use your business phone system to improve the customer’s experience when they interact with your customer service team? There are several factors you should consider and steps you can take to optimize your phone system so that it works for you as a powerful customer service tool.

Here are the top factors you should consider:

  • Does your customer service team have the current features they need to manage the current call levels they are experiencing?
  • If your business is set for large growth, is your phone system easily scalable to a larger customer service team?
  • Does your phone system allow for appropriate training features to help create an effective customer service team?
  • Does your system provide you with data or metrics that you can use to improve your team?
  • Do your phones include call recording for training purposes?
  • Does your phone system allow for call queuing?  

These are just a few factors that should be considered when analyzing the potential of your business phone system as an effective customer service tool. It is important to determine whether you need to upgrade your system before you deploy your new phone strategy. If your phone system is outdated and in need of a face lift, make sure to ask those questions before you make a purchase.

After evaluating your business phone system, here’s what you should do to use it as an effective customer service tool:

#1.  Number Visibility 

Display your customer service phone number prominently on your website. This allows people access to your team if they have questions. When a business doesn’t shy away from answering customers’ questions, it instills more confidence in your company.

#2. Queue Callers

Make sure you have a way to queue callers in case you have high volume hours. Doing this ensures that you retain most callers and answer their questions.

#3. Call Analytics

Set up your phone system to provide analytics for you, like call duration and call volume, so you can improve your process. If you know that mornings and afternoons are busier, you can then plan accordingly and hire additional part-time customer service reps to help with that added call volume. If your business tends to have longer support calls, you may need more reps to help keep that call queue moving quickly. 

#4. Team Instruction 

Have team leaders and more veteran customer service reps spend time training your newer reps. Jive’s system comes with call monitoring features to help trainers answer questions directly to the customer service rep during calls without customers hearing. This can help turn a newer rep into an all-star more quickly.

#5. Process Evaluation

Be sure to use your analytics. We mentioned this in step 3, but it is important to reiterate the power this can have for your business. Knowing call duration, call volume, and “unresolved or dropped” calls provides valuable feedback to your reps. This powers a continuous cycle of improvement to your customer service department.

In the end, having the right phone system can be the most important thing. If you don’t have the right features, then it will be hard to make your business phone system an effective tool for your business. If you are interested in learning more about how Jive can improve your customer service, download this checklist to evaluate whether your customer support system is effective or not.