V1 VoIP is always finding ways our sales agents can sell their customers on VoIP and the services that this technology offers. Here V1 VoIP will discuss how small and medium size businesses can benefit from better customer service by signing up for VoIP services.
V1 VoIP resellers know that Unified Communications solutions have now been cited as important tools to help small to medium businesses achieve greater levels of customer service. On average, customers of mid-market companies have said they would pay a 20 percent maximum premium for exceptional service. In contrast, larger companies could only charge a maximum premium of 15 percent, according to the “2011 Report on the Impact of UC on SMB Customer Service,” conducted by Webtorials. Additionally, 58 percent of the respondents prefer to do business with an SMB versus only 16 percent who prefer to do business with larger enterprises.
VoIP solutions were cited as important tools to help SMBs achieve greater levels of customer service that would allow them to charge a premium rate. In fact, 80 percent of respondents indicated they were already leveraging VoIP to improve contact center capabilities while reducing operating costs or had plans to integrate the solution within the next 12 months. UC, which combines voice, email and chat communications, is already being used or soon will be used by 64 percent of those surveyed.
Users of VOIP- and UC-based contact centers surveyed achieved significant productivity gains and cost reduction, with more than half (52 percent) saving 20 percent or more and almost as many (46 percent) reporting productivity gains in excess of 10 percent. Smaller budgets and limited skill sets associated with SMBs made them primary candidates to benefit from the greater ROI (return on investment) of cloud-based VOIP and UC services, as opposed to installing and maintaining expensive, complex IT solutions.
With the UC and VOIP capabilities now readily available to SMBs, the playing field has been leveled. Investments in this technology can yield tremendous dividends because consumers will pay more for enhanced customer service. Smaller businesses can enjoy greater benefits in a shorter time frame through the acquisition of improved customer service tools, particularly when delivered through the cloud.
Advanced business communications features, such as UC and presence, have traditionally been cost prohibitive for the majority of SMBs, placing them at a distinct disadvantage against larger competitors. But with VoIP on their side, SMBs can work smarter, faster and more effectively than larger competitors, and garner a premium for doing so. For growth-oriented companies, investing in a VOIP and UC solution to empower improved customer service provides an accelerated ROI opportunity.
If you are a business VoIP reseller, have this discussion with your potential clients about how making the switch to VoIP and unified communications can help them improve their overall business.