In a perfect world, no one ever has to wait in a call queue. You always get connected to the right person. Your issue gets resolved in no time, and you’re satisfied when you hang up. This is hard to accomplish every time, but there are some things to keep in mind to make your PBX system even more customer-friendly!
A physical PBX demands more resources
A physical PBX with a server is expensive to purchase, but since it used to be the only solution, many companies are still using these since all company phones are connected. However, if the company grows a lot, capacity may be limited. If the number of PBX systems is not enough, you may need to buy additional ones. It also requires that you have enough physical space for the actual server.
6 benefits of a cloud PBX
Today it is more challenging than ever before to know if you will need to scale up or down. Therefore, most people choose to rent cloud services. Cloud PBX solutions come with several advantages, such as:
- It’s easy to scale up and down, which gives you more flexibility.
- You only pay for the number of users, and, therefore, avoid unnecessary costs.
- It is not location dependent, so you do not rely on a geographical location.
- All functions can be performed in the app, regardless of whether the staff is in the office, on the subway, or at home.
- No staff is needed to administer or maintain the physical server.
- The app looks the same to all users, which makes it easy to use for everyone in the company, regardless of position and department.
This is what the perfect PBX looks like
The best PBX is an independent PBX. Namely; it should not matter where administrators or users are located – the PBX should always be accessible. An optimally functioning PBX does not force you to work in a certain way. You should be able to do what you want on both your phone and computer. Some prefer to work on their cell phones, others with headsets on at the computer. If the staff can answer calls wherever they are (not only at their desks), you will also be able to minimize the waiting time.
Since a cloud PBX service is controlled and managed in an app, it must be so easy to use that no training or manual is required. Regardless of IT skills, everyone within the company should be able to handle the PBX. Employees should be able to get a username and password, log in, and understand both the user interface and functions directly.
Another essential part, that almost only cloud-based services offer today, is that you can integrate your PBX with your CRM. Then customers don’t have to provide any information. The support team can directly start to focus on solving the customer's problems, which makes the customers feel seen and that their case is being handled straight away. Here you can read more about the benefits of integrating the PBX with your CRM.
A great PBX service creates happier customers
The service must also work on your customers' terms. They should be able to call in and either immediately get to talk to someone or be notified of how and when they will be able to get help. If no one can take the call right then, the second best thing for both your employees and customers is if a message states what applies. If an employee is on vacation, the caller should immediately be informed to avoid having to call again before the person they want to reach is back.
Tip! Use common sense. If you can limit the number of button selections – do it. It's a great way to find out what the query is regarding and who should handle the call, but you have to think about the caller as well. Three questions are perfectly okay, but seven questions and then three follow-up questions can make anyone annoyed.
To ensure that your PBX delivers as it should, we have written a blog post that lists seven relevant KPIs you should measure in your PBX. If you have more questions about cloud-based PBX services, please contact us. We are happy to tell you more about us and our services!