How Switching to a Hosted VoIP Phone System Reduces Voicemails & Boosts Customer Service

When voicemail hit the scene many years ago, it was hailed by both callers and businesses alike as a way to make life simpler and more efficient. However, those days are long gone!

Yes, voicemail is still a part of the communication landscape, and it is still far better than having phones ring…and ring…and ring. But customers have long since turned the page on voicemail. As noted by Inc.com in its list of things that customers really hate: “Today's customers want to be able to get in touch with a company quickly and easily…phones going to voicemail [is] no longer acceptable.”

Yet with this in mind, even the most customer-centric businesses cannot necessarily afford to hire additional reception or customer service staff. What’s more, many of today’s employees are mobile, and spend more time away from the office as they do in it. Putting them within reach of callers has traditionally been a tough challenge, and it is getting harder all the time. Fortunately, that is where a hosted VoIP phone system enters the picture and makes a transformative difference.

Here are the key ways why switching to a hosted VoIP phone system helps you reduce voicemails and boost customer service:

1. Auto Attendant

One of the most valuable features of a hosted VoIP phone system is the built-in auto attendant, which greets each caller and invites them to choose the division, department, team they wish to speak with.

What’s more, the auto attendant automatically recognizes when an individual is on the phone, is away from their desk, or is unable to pick up a call. As such, callers won’t be sent to voicemail. Instead, they’ll be routed to a team member who is ready and available to provide support.  

2. Call Groups

Another key way that a VoIP phone system helps minimize – if not eliminate – voicemails is call groups.

Call groups allow you to have multiple phones ring at the same time, which facilitates a rapid connection between your employees and callers. You can also configure call groups as hunt groups, which is when pre-selected phones ring in succession (i.e. starting with an office phone, then moving to a mobile phone, and then moving to a call center).

3. Voicemail to Email  

While the hosted VoIP phone system features noted above can dramatically reduce voicemails, there are going to be occasions where voicemails are going to be necessary – especially since employees simply cannot be on two (or more) calls at the same time.

However, unlike conventional phone systems that deposit voicemails onto a virtual pile (which is more like a “black hole” as far as customers are concerned!), a hosted VoIP phone system supports voicemail to email. As a result, employees can pick up voicemails anytime, which is especially convenient when checking voicemail is not feasible (i.e. during a presentation, etc.). As such, callers get their calls returned quickly vs. having to wait for employees to check their voicemail or return to the office.

Learn More

To learn more about how a hosted VoIP phone system can measurably help your employees be more productive and effective – and your customers feel more satisfied and impressed – contact the Votacall team today. Your consultation with us is free.

For more information about hosted VoIP phone systems and the truth behind common myths, download our FREE eBook: