How VoIP Delivers Big Data to Businesses

You can combine your VoIP telephone services for business with your Customer Relationship Management (CRM) software to open up new data points. A customer who calls a support line and has to explain all her/his dealings with the company on every call feels very frustrated.
Economical telephony, versatile functionalities and more of mobility – these are some of the commonly talked about benefits of Voice over Internet Protocol (VoIP). But did you know that it can also help your organization get better access to customer data?

With technology connecting people in novel and exciting ways, there is a huge supply of data to construe. Given below are some ways in which VoIP can help you in gathering data and make it work for your business.

Time/Date Data

A source of information that any VoIP set up helps access is time, date and duration of calls. This is valuable for customer service centers. If your business needs to cut down on costs of operation, analyzing this data will help you to know how many people you need to have on calls and at what times. If your centre makes outbound calls, you should also check when you are most successful in contacting the concerned parties. People don’t like to be disturbed during meals or early in the morning – with VoIP you can identify stress points in your call schedule and decide upon call timings more appropriately .

Customer Intelligence

You can combine your VoIP<a href="http://www.group9com.com/about/">telephone services for business</a> with your Customer Relationship Management (CRM) software to open up new data points. A customer who calls a support line and has to explain all her/his dealings with the company on every call feels very frustrated.

With professional CRM integration, the VoIP system can route the call from a particular customer (caller) to the same service executive (CSE) who has the details of their case. It can also provide the executive the details of points discussed on last call. With comprehensive support history on the system, the CSE can resolve the issue more efficiently.

Customer Traits

VoIP can help you analyze your customers’ calling habits and then predict the right ways to contact them with assistance that they need - before they even remember that they needed it. Does your data show that one of your clients needs to renew their subscription service and usually calls for it but missed this time? Give them a call and offer to get it done.

When you really want to get to the roots of your data, you can start matching clients with your business solutions and sales reps as per ‘personality data’. Even the age, experience and average call handling time of your employees can be used to route certain customers to the agents who can handle their queries in best possible ways.

Product and Service Trends

Wherever feasible, data can be tied to specific products or services on every sales related call and you should check for most consistent patterns that help you get a successful contact. For instance if your data tell you that most of your customers buy a particular product and after 2-3 months also go for an accessory related to it, then do not push the supplement during the original sales call. You can follow up after 4-5 weeks if the buyer needs the other product too.

Some businesses feel that such data points can be recorded in their legacy systems too but the tracking of data and then transferring it to a separate device can result in errors and redundancies. With streamlined VoIP set up you can instead record and store all such details in real time. The agility and efficiency that comes through this can improve the application of your customer interaction strategies.


By: group9 Communications

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Source: http://www.articledirectoryusa.com/article/category/communications/voip/how-voip-delivers-big-data-to-businesses/

Submitted On Aug 02, 2016. Viewed 123 times.

Group9 Communications helps in deployment of telephone services for businesses. The team assesses your requirements to help you in choosing most optimal solutions in your budget. It works through onsite consulting, network planning – design – implementation – testing – maintenance, integrated messaging management and cyber protection.

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