Cloud Phone System For Modern Businesses

7 VoIP Features That Streamline Small Business Customer Service

7 VoIP Features That Streamline Small Business Customer Service

“Companies that excel at the customer experience drive revenues 4% to 8% higher than those of their market,” according to Bain. Attracting and retaining customers is always the key to business success. Customers all expect to get quick and personalized services catering to their needs. For small businesses which may not have that much staff as large enterprise to handle customer service, leveraging the following VoIP features will be a cost-effective way to boost customer satisfaction and outshine the competition.

1. Interactive Voice Response (IVR)

With IVR feature in the PBX system, even small businesses can provide customers with 24-hours services without costly human resources. The caller just needs to follow the instructions from the set menu and will be directed to the desired destination with the minimum waiting time. IVR automates the customer service by allowing self-service and personalized customer interaction, thus customers can obtain the right information to solve their issues. Being able to provide satisfactory answers to customers’ queries in the first ring leaves a good first impression on your customers and helps build a professional company image for small business.

2. Call Queue

Sometimes when your agents are too busy to answer an incoming call, it is a smart move to let it queue up while waiting for an available agent. Better than being on hold, going to voicemail, or getting a busy tone, the customer is informed that the agents can’t currently answer the call, and as soon as an agent is available, the queuing call will ring his extension immediately. For small business customer service, the call queue feature reduces the number of missed calls as well as the negative effect of busy signal on customer experience. By segmenting agents into several queues, you can even provide different service levels for different customer groups.

Video VoIP Features for Dummies – Call Queue

3. Unified Communications

Unified Communications consolidates VoIP calls, voicemail, instant messages, and CRM contacts data into a single platform accessible from mobile phones or desktops. By utilizing UC, your agents are no longer confined to the desk and able to work remotely from home or on the go. The presence feature allows your employees to see who else is available at that moment to handle the customer call without asking the customer to wait. You can even empower your customer service agents to chat with the right experts during the call so that customers can get instant resolution to their issues. With WebRTC Click-to-Call, your customers can initiate voice calls to your customer service team directly from the web page by clicking a button conveniently.

Download Linkus UC Softphone

4. Voicemail to Email

With the Voicemail to Email feature, you’ll always be in the know. When an agent is not available and has missed a call, this feature will help him respond to customers’ voicemails a lot more efficiently. The voicemails will be saved as audio files and emailed to the agent immediately so that he can take care of the messages, at any time, even on the go. Moreover, he can easily prioritize messages by deleting them or keep them for on file for future reference. as well as direct specific messages to the appropriate recipient.

Blog 5 Magic Tricks You Can Play with S-Series VoIP PBX and Email

5. Call Recording

To ensure the quality of the customer service, many small businesses use the call recording feature to better evaluate agents’ performance. You can set up on-demand recording, phone-specific recording, or company-wide recording for inbound and outbound calls. When having new staff on board, those recording files can quickly get them familiar with general customer needs and frequently asked questions, as well as how to handle them. With call recording, you can also analyze the best and worst examples of the customer service to better equip your team. What’s more, your agents can look up their previous conversations with customers they’re dealing with to have a more comprehensive understanding of customer needs.

Blog How to Use Call Recording to Monitor Calls

6. Call Monitor

Call Monitor feature allows a certain privileged user, such as a supervisor, to monitor other extensions during the calls. The ability to listen to a call without interference or join in the conversation as a third party is useful for customer service. Live call monitoring allows your experienced staff to coach on the spot and guide the call to make sure there are no missed opportunities. Call monitor is a spy feature in Yeastar PBX System, and has three monitoring mode:

  • Listen – you can only listen to the call but can’t talk.
  • Whisper – you can listen to and talk with the monitored extension without being heard by the other party.
  • Barge-in – you can talk with both parties.

7. CRM Integration

CRM is widely deployed in the business world to help manage a company’s interaction with customers and sales prospects. Yeastar PBX System supports integration with popular CRM solution with access to Asterisk Management Interface (AMI). Besides easier call handling, such as Click to call, transfer, and hang up directly from CRM screen, your agents can also take real-time notes of their calls and keep detail records of their call history. CRM integration provides your customer service team with more information and options for each call they make and receive, and thus optimize customer service performance and operation.

Blog 5 Key Advantages to VoIP CRM Integration

The performance of customer service contributes a lot to the brand building and brand loyalty of a small business. According to the Harvard Business Review, increasing customer retention rates by 5% increases profits by 25% to 95%. Don’t let your phone system limit your communication capability. Considering levering the above features to set your customer service apart? Sign up a free trial to experience them all.

Yeastar Cloud PBX Free Trial

Explore More Blogs

Experience Yeastar Cloud PBX Premium yourself for 30 days  

Try first and

decide with certainty

30 Day Free Trial

User Login

Instantaneously receive user login credentials via email once the extension has been deployed by the adminstrator.

Log in conveniently via any web browser for access to the user portal.

Event Center

Determine what events and logs are to be recorded and/or have notifications sent.

Specify particular notifications to be sent to respective authorized personnel.

User Login

Access and manage user settings for softphone application and voicemail.

Manage call routing and presence status for your individual extension.

Retrieve or download your personal call logs and recordings.

User Login

Receive your log-in credentials and set-up guide via email, sent by your admin.

Log-in on any web-browser to get started with PBX set-up.

Configure contacts and personal settings from the web portal.

Auto Provision

Add, remove, or modify IP phone settings from your web interface.

Upgrade IP phone firmware conveniently from your PBX.

Upload various default setting parameters specific to respective IP phone models for greater convenience during set-up.

Contacts

Store, retrieve, and share company contact details easily on your PBX.

Have detailed contact information for your vendors and clients conveniently stored .

Bulk add a list of contacts instead of having to key details in individually.

PBX Monitor

Monitor the status extensions, whether they aren idle, in use, or unavailable.

Know whether your SIP Trunk running properly, or experiencing problems.

Monitor the number of call conferences currently running on your PBX, and their individual durations.

Maintenance

Check for and download firmware upgrades to ensure that your PBX is always up-to-date.

Perform back-ups to prevent data and settings from getting lost.

Perform troubleshooting on your own to debug.

Call Detailed Report

All call log activities are stored, with the option of having audio conversations recorded by default or for specific extensions.

Filter by date, time, or extension number to retrieve specific call logs or recordings

Playback call recordings directly from the PBX or download to store externally.

User Permission

Set up vaious groups of users for allocation to certain sets of access rules.

Determine what features a certain group of extensions can or cannot access.

Determine if users can access, play-back, or download call logs and recordings from the pbx.

Portal Login Page

Receive your administrator log-in credentials and set-up guide via email.

Log-in on any web-browser to get started with PBX set-up.

Installation Wizard will guide you through basic configurations.

Security

Restrict a general group or specific IP addresses to prevent unauthorized access to your PBX.

Determine specific the range of SIP ports for connection between your PBX and endpoints.

Restrict country codes for outbound calls either company-wide or on certain extensions.

Voice Prompt

Upload and designate customised audio recordings at multiple levels of a call journey.

Upload recorded music to fill the silence that would be heard by callers on hold.

Upload customised voice prompts to create a professional call experience.

General

Customize general call preferences either company-wide or for individual extensions.

Set-up feature dial codes for convenient user navigation to specific call features.

Determine how voicemails are retrieved, and also upload custom voicemail recordings.

Call Features

Add multiple automated responses to be played at different phases of a call journey.

Designate specific extensions to ring concurrently based on an external caller's dial pattern.

Customize messages and waiting times to keep external callers engaged when put on hold.

Call Control

Have calls received on specific SIP trunks routed to designated extensions within the PBX.

Set-up dial patterns so that outbound calls are routed to their intended destinations.

Determine how calls are routed and received at different times of a day.

Trunks

Register multiple SIP trunks on a single PBX as needed.

Provision SIP trunk settings and dedicate them to particular extensions.

Bulk add DDIs on each SIP trunk, for allocation to an individual or groups of extensions.

Extensions

View, deploy, add, and remove user extensions within your PBX system.

Allocate and deploy specific extension numbers to respective users via email.

Set-up default ring and presence status settings for individual users.

User Login

Access all company contacts made available to you by the administrator.

Create your own personal contacts list for easy reference and dialing.

Bulk import contact details for convenient data entry.

Extensions

View, deploy, add, and remove user extensions within your PBX system.

Configure default call and user settings for individual extensions.

Customize allocation of user extensions to specific ring groups.

Integrations

Integrate various CRM software for better customer service and satisfaction.

Enable transcription of audio messages into text with integration of third-party transcription service.

Enable API for integration with various third-party integrations for advanced performance such as call center and hotel reception services.

Paging and Intercom

Create different types of paging and intercom broadcast groups for selected extensions.

Set a time schedule to automatically start your broadcast.

System

Provision email SMTP and template settings for event notifications to be sent out.

Manage storage allocation and duration of various types of data being stored on the PBX.

Determine the types of event notifications to be sent out, and the parties receiving them.

IVR

Add various audio voice prompts to be played according to different call scenarios.

Add voice prompts on multiple levels for more effecient and precise inbound call routing.

Voicemail

Customize default voicemail settings for each user extension.

Add various voicemail messages for allocation to different call scenarios and users.

Provision specific rules to how voicemail messages are played over the PBX system for better caller experience.

Reports and CDR

All call log activities are stored, with the option of having audio conversations recorded by default or for specific extensions.

Use intuitive visual call reports, to check various call statistics over extensions, trunks, queues, ring groups, and more.

Call reports can be viewed and downloaded directly from the PBX, or scheduled to be sent via email to respective parties.

Security

Restrict a general group or specific IP addresses to prevent unauthorized access to your PBX.

Limit the number of otbound calls users are allowed to make within a time period to protect against toll fraud.

Restrict certain country codes for outbound calls either company-wide or on certain extensions.

User Login

Determine extension ranges for different functions.

Define use of different voice prompts depending on call scenarios or intended function.

Provision basic and advanced SIP settings to be used on the PBX.

Recordings

Record all calls made on specified trunks, including inbound and outbound calls.

Recordings

Record all calls made on specified extensions, conferences, or call queues.

Maintenance

Check for and download firmware upgrades to ensure that your PBX is always up-to-date.

Perform back-ups to prevent data and settings from getting lost.

Perform troubleshooting on your own to debug.

Trunks

Register multiple SIP trunks on a single PBX as needed.

Different types of trunks can be created, Caller ID can be customized.

Conference

Pre-set conference settings and dial-in passwords for security, and allow internal users to send conference invites to external parties.

Speed Dial

Create multiple speed dial numbers to respective external numbers frequently used for outgoing calls.

Speed dial is activated when the set prefix (default or customized) is dialed.

Ring Group

Create multiple ring groups and determine custom ring strategies and failover settings for each.

Call Queue

Create different call queues with specific ring strategies and failover settings.

Static agents permanently answer calls in queue, while dynamic agents can log in and out. Allocate different extensions to each group.

Determine what actions are to be allowed for Mangers or Agents to manage on the Queue Panel.

Call Control

Have calls received on specific SIP trunks routed to designated extensions or destinations within the PBX.

Set-up dial patterns so that outbound calls are routed to their intended destinations.

Determine how calls are routed and received at different times of a day.

Contacts

Store, retrieve, and share company contact details easily on your PBX.

Organize company contacts into dedicated phonebooks and determine accessibility rights to extension groups for each.

Bulk import a list of contacts instead of having to key details in individually.

Role and Client Permission

Pre-defined user roles within the PBX are conveniently available for allocation, or create your own set of permissions.

Restrict users from viewing specific extensions, departments, or extension groups with Extension Visibility.

Allow or resrict specific users from managing or viewing certain company contacts

Auto Provision

Pre-defined setting parameters specific to respective IP phone models are conveniently available for easy set-up.

IP Phones can be quickly provisioned to your Yeastar PBX with just the pre-defined template and device MAC address.

Deal One View

View cases created for a Deal in One View.

View cases created for a Deal in One View.

View cases created for a Deal in One View.

Deal One View

View cases created for a Deal in One View.

View cases created for a Deal in One View.

View cases created for a Deal in One View.

Deal One View

View cases created for a Deal in One View.

View cases created for a Deal in One View.

View cases created for a Deal in One View.