Customer Support: Even When You Don't Have a Call Centre

Excellent customer service is important, especially if you’re a small business. Whether you’re a ‘solopreneur’ or a tiny team, implementing customer support for your small business shows potential customers that you’re established and trustworthy.

Why customer service is so important

You may not need a massive call centre, but taking care of your clients should be one of your organisation’s top priorities. A loyal client base will help you in the following ways:

Improve your brand’s image

Word of mouth is the best kind of marketing that money can’t buy. This is why it’s always important to ensure that your clients have positive things to say about you. You may not have a vast customer support team right now, but there are ways to ensure that your customers are satisfied with the service they get. 

Firstly, if your customer approaches you with a problem, make sure you provide them with a solution and manage their expectations. This could mean follow-up phone calls with updates on progress or sending an update email. Secondly, by your being accessible and offering a good customer service experience, your customers are likely to refer you to others. 

Existing clients will remain loyal

Good customer service and continued positive experience offered means that existing clients will remain loyal for a long time. Acquiring new clients can be costly; you may need to expand on your marketing budget to attract a new segment of clients. Whereas, maintaining your current client base ensures a steady profit flow. 

4 ways to implement customer support within your small business

There are simple and affordable ways to implement a customer support system that will ensure you’re always accessible:

Use technology

The emergence of innovative technology that can be implemented effectively for all aspects of your business includes customer support.  Virtual telephone systems now provide you with the flexibility to be available to your customers wherever you may be. Implementing these systems ensures your company offers quality service and makes the customer feel valued.   

Features like call forwarding/divert and digital switchboards have become a staple for most small businesses that need to increase productivity, but also make sure that they’re providing excellent customer service. 

Make use of client feedback

If you’re looking to improve your customer service, start with your clients. Perhaps in correspondence, a client has complained about or complimented, certain aspects of your service. Take a look at this feedback and brainstorm with the rest of your team as to how you use the information. 

A customer survey could work as well. Simply draft questions relevant to your company’s service, and mail those off to your clients.  Reviewing answers will help you to determine if there’s a common issue amongst your clients. By tending to those issues, you begin building a trusting relationship with your clients.

Be accessible

Customer service means being available to assist your clients. If you’re avoiding their calls, they’ll eventually move elsewhere. It may be difficult to get on with the demands of your workday while ensuring that e your clients are satisfied, but with the simple integration of technology, your customers will feel that you are always accessible. 

With the latest virtual systems, you’re able to divert calls to any number. If you’re stepping out of the office and expecting a call, you can have your calls diverted to your mobile or landline number. Now, you’ll never miss important calls, even if you’re out of office. 

Digital presence

Having a digital presence in the 21st century is imperative. This includes having active social media accounts, as well as a website that allows customers to interact with you - live chat, contact form, etc. 

Potential clients may interact with you on social media, or send an email before they decide to pursue telephone correspondence. Make sure you’re active and accessible on email and/or live chat. 

Why you should be using VoIP services

You have a small business today and hopefully in time, it will grow. You need a virtual telephone system that is scalable when the time comes, but also provides you with flexibility in the present. VoIP provides features that will put your small business at the forefront, ensuring you’re accessible to your clients. 

Most small businesses are integrating VoIP into their business operations, because:

Desktop access

You can use your laptop to make calls. If you’re working remotely for a few hours, you can access your client’s contact information through a secure web portal to make the call. With a stable internet connection, you can make clear calls, and with your client’s consent, phone calls can be recorded. Instead of hastily writing down meeting minutes, you have access to the recordings. 

Digital switchboard

Having a virtual switchboard means that you’re establishing yourself as a trustworthy and reputable business. You’re probably wondering why your business needs a switchboard, right? This means that your clients can get in touch with the right employee. Instead of wasting valuable time being re-routed, your clients can be greeted by a welcome message in the form of a customised voice recording. Your clients are presented with a menu option, which allows them to quickly get in touch with relevant departments or individuals. 

Our virtual switchboard requires no hardware and can handle all capabilities quickly and cost-effectively. If your staff members are too busy, the system will take a message that can be emailed to them with a recording. 

We offer affordable pricing, which is based on volume and usage. If your staff number grows, you can add new numbers with ease. The Virtel-UK system setup is fast and simple and our setup wizard is just that, a helpful online step-by-step 'wizard', to help you get started.