Fonality (News - Alert), a rapidly growing provider of cloud telephony services in North America, recently issued some educational documentation about how exactly customer service tools and services contribute to significant upturns in business revenue.
The company noted that a turning point for any company is when to add a call center to its operations. Small- to mid-size businesses are at a different vantage point on this subject than enterprises obviously as per the nature of their respective staff sizes, but they also have an advantage of being able to connect with customers on a more detailed level.
In a recent Webtorials study, the company explored stats and research that pointed to customers being willing to pay up to 20 percent more for a product that comes with a superior customer service package. The customer experience is equally as important to consumers and users as the actual product is, itself.
By correctly setting up interactive voice response systems (IVR systems), and managerial processes including sales and support queues, Fonality noted that smaller companies will be better equipped to compete with larger enterprises in the communications space.
As a provider of unified communications services and cloud telephony solutions, Fonality is well-versed in the requirements for small businesses when it comes to developing its call center. The company mentioned that one of the important decisions is whether to implement a hosted solution or a hybrid-hosted model.
A hosted model enables users to access all the features needed quickly to attend to customers while a hybrid solutions enable more direct control over daily functionalities. Learn more from Fonality at ITEXPO West in Austin, Texas this fall on Sept.13-15!
Juliana Kenny graduated from the University of Connecticut with a double degree in English and French. After managing a small company for two years, she joined TMC (News - Alert) as a Web Editor for TMCnet. Juliana currently focuses on the call center and CRM industries, but she also writes about cloud telephony and network gear including softswitches.
Edited by Tammy Wolf