Thursday, May 03, 2012
Customer satisfaction is crucial. Whether a company is a multinational conglomerate or a small operation with fewer than 100 employees, its ability to keep customers happy will determine its success.
To a large extent, success in this area revolves around customer support. As Inc Magazine notes, a company's reputation is highly dependent on its quality of customer service. However, maintaining a high level of customer service can be expensive, as it requires that the company handle large numbers of telephone calls in its contact center.
To help reduce the costs associated with maintaining a high quality contact center, PC World's Jason Kennedy recently recommended that companies consider switching to voice over internet protocol (VoIP).
According to Kennedy, VoIP can save money in several ways. For one, it reduces the need to maintain or install costly hardware, including new phone lines, since VoIP equipment connects directly to a company's existing broadband network.
Secondly, VoIP treats phone conversations as data carried through the internet. This means that companies are charged for VoIP services as if they were using the internet, which is significantly cheaper than what most telecommunications companies charge for phone services.
To achieve this result, companies must strive to provide top-notch customer support. Numerous studies have found that consumers who are dissatisfied with a company's level of customer service are likely to leave that brand, and to inform friends and family of their displeasure.