Regardless of business size, effective communication plays an important role in its success. Today’s customers expect instant communication via their choice of communication channel. Several alternatives are available, such as phone, video call, online chat, text and messaging, email, social media platforms, and others to effectively communicate with a business. The success of a business depends not only on how it communicates with its customers, suppliers, or clients but also on how well it manages its internal communication. Effective communication leads to better collaboration among employees, better performance, cost-savings, and fewer missed opportunities.
It is important to note that the majority of communication that takes place between a business and its customers is voice communication. Whenever a customer needs assistance, he prefers calling customer care for an effective and reliable solution. Several large businesses already have excellent communication system infrastructure comprising advanced features such as IVR (Interactive Voice Response), voicemail, call routing, call recording, etc. However, many small businesses struggle to provide superior customer service as they don’t have enough funds to invest in an advanced communication system. Due to the lack of an efficient communication system, small businesses suffer from missed opportunities and a lesser customer retention rate. The good news is that with the introduction of cloud communication or telephony systems, small businesses no longer have to suffer the losses arising out of poor communication systems.
What is cloud telephony?
Cloud telephony, also known as cloud calling, is a unified communication service that facilitates highly effective and reliable voice communication via a third-party host. The users can easily use the cloud calling services by placing or receiving calls directly from their device (computer, laptop, or mobile device) with a good internet connection. These services are quite cost-effective and eliminate the need for conventional enterprise telephone systems, including PBX systems and handsets.
How does cloud calling work?
VoIP service providers usually manage cloud communication services. In a particular cloud platform, the infrastructure is owned and maintained by the service provider. When the users dial a particular number they want to connect with, the service provider will handle the routing process. The analog voice signals are converted into data packets when a call is initiated under the cloud calling system. These data packets are then transmitted to the recipient over the internet connection.
Since cloud communications run in the cloud, users can easily manage their business phone system via an online dashboard.
Types of cloud calling/telephony services
Different types of widely used cloud telephony services are:
- IVR (Interactive Voice Response)
- Custom greetings
- Call recording
- Call conferencing, etc.
Reasons to choose cloud calling services
Businesses that are still confused about using cloud calling services must go through the below-mentioned benefits of these services. Here are the key reasons why cloud telephony is the most effective and cost-efficient communication solution for small businesses.
Provide the ability to make multiple simultaneous calls: Each business has a phone number familiar to everyone they work with. Everyone, including the customers, suppliers, clients, employees, and others associated with the business, uses a recognizable number to communicate with the business. Businesses having a single line find it difficult to handle multiple customers at a time. When one customer is on the line, and another customer calls the same number, it will show a busy tone. However, with the help of cloud communications, businesses can easily enhance the capacity of their phone system for multiple simultaneous calls as per their requirements. The employees can easily make outbound calls from different devices using the same business number. Even customers can easily reach the department or person without facing a busy signal or having to leave a voicemail.
Allow effective call management system: Cloud communications allow businesses to communicate effectively with their customers. Cloud calling services come with various advanced features that help businesses in delivering superior customer service. Some of these features include:
- Customized greeting messages, including welcoming messages and important information about the business
- Automate call routing system via IVR prompts to direct customers to the right department or agent
- Hold music to let customers know the exact waiting time, etc.
Better collaboration across channels: Cloud communication services integrate well with various enterprise systems, including CRM, appointment calendars, scheduling systems, etc. This allows employees to easily switch between different communication systems like voice, text, email, etc., without stopping the conversation with the customers. This further helps to save a lot of time and enhance employee’s productivity and efficiency.
Ensure complete flexibility: Cloud communications allows businesses to integrate mobile devices into their traditional phone system. Many telephony services offer smartphone apps to use voice services. Businesses can easily download these apps and start making business calls. They can use any laptop, computer, tablet, or mobile device to make outbound calls with the same business number. They can even switch the devices easily without any interruption in the communication.
Offers easy portability: business phone number portability is one of the most important concerns of many businesses when they switch to a phone service provider. A recognizable phone number acts as the face of a business they want to keep for long no matter how many times they switch their phone service provider. Cloud communication services allow businesses to keep their existing phone number even if they change their service. Many cloud telephony providers offer virtual numbers to businesses which means that businesses can easily get a local number for customers to contact them even if they don’t have a physical office or address.
Small businesses can benefit greatly from using cloud communication services. These services do not require heavy investment upfront. The users just need to pay monthly charges for the services they choose. Besides, users can add or remove any of the cloud calling services as per their business requirements.