Why Your Business's Phone System Might Be Holding Back Customer Service

While there have been many advances that modern businesses have had to implement over the last decade, some things remain the same. A phone call cuts through crowded inboxes and distractions, connecting you with a real person in real time when it matters most.

A recent study showed that 82% of buyers still accept meetings from strategic cold calls. It's also been shown that 57% of high-level executives prefer phone contact over any other form of communication. When it comes to deciding who to do business with or how to get things done, your business's phone system is its right hand, and if it's not working as it should, it may be holding back customer service.

When phone systems are outdated or not set up properly, it leads to calls that ring without being picked up and clients waiting on hold far longer than they should. This usually won't be seen by a business owner but is certainly causing your clients to seek better services from a competitor who is easy to connect with. Here's what to look out for and what better looks like.

Teams Can't Answer Calls

Traditional phone lines tie a number to a desk in a shared office space. This worked fine before, but nowadays we work on the go, with teams split between home, the office, client sites, and everywhere in between. If this is how your company operates, you're likely missing important calls.

For companies that aren't desk-bound 24/7, a modern hosted-phone system enhances customer experience with Cloud-Based PBX. Calls can ring on a mobile app, a laptop, and a desk phone at the same time, allowing whoever is free to pick up. Don't rely on someone to be sitting at the exact right seat to pick up a call and risk your company's reputation for good customer service.

Fewer Transfers, Faster Answers

Ever been transferred three times and had to explain your issue from scratch each time? Customers hate that too, and it usually happens because whoever picks up the phone has no idea who's free, who handles what, or where to send the call next.

This is where Daisy's mobile applications with MS (Microsoft) integration make a difference. Built around the Linkus Web Client, it keeps everyone's extensions, contacts, and availability synced across the team, whether they're at a desk, on their laptop, or working from a cell phone. Instead of a caller getting passed around while someone hunts for the right person, calls can be routed straight to whoever's free.

You Don't Know How Many Calls You've Missed

Business owners are always surprised by this one. We ask them how many inbound calls went unanswered last month, and they genuinely do not know. If you're using an old-style phone system, it most likely isn't built to report on this. You have no visibility of call logs and can't accurately differentiate between busy and quiet periods, either.

If you don't know there's a problem, how can you fix it? By switching to a modern, cloud-based system, you can keep track of call volumes, missed calls, peak times, and average waiting times. No more guessing games, no more operating on uncertainty. This is what Daisy's Telecoms solutions can do for you.

Scaling is a Slow Process

Does expanding your business mean buying more hardware and waiting weeks to get new team members set up and fully productive? It's something many growing businesses deal with, and the process can be largely simplified if your company invests in Cloud PBX.

With cloud communications, the network setup only needs to happen once. After that, onboarding new team members doesn't mean scheduling another site visit or waiting on an engineer; it can be handled remotely, so that growth isn't held up by hardware logistics.

A Single Weak Link

Could a single point of failure be enough to derail your phone systems? When it comes to delivering excellent customer service, your team's availability is your make-or-break. If a power failure, internet drop, or server room failure stops inbound and outbound calls to your office (or offices), what happens when your clients can't reach you?

Hosted and hybrid systems are built with redundancy in mind. If one link in the chain goes down, calls can often be rerouted automatically, meaning that a local outage won't become a total communications blackout. At Daisy Business Solutions, we've seen this play out before. If your goal is to enhance customer experiences with Cloud-Based PBX, you're in the right place.

The Daisy Difference

While you may feel inclined to rip your phones out of the wall, starting over with Daisy is much less disruptive. Start by assessing your business's current needs for a phone system that actually works - one that provides visibility and allows your team to work from anywhere with a connection, without customers needing to repeat themselves.

As a Tier-1 Yeastar Titanium Partner, we design and deploy hosted and on-premise PABX systems, business VoIP, and mobile apps with Microsoft Teams integration, built for businesses running anywhere from five seats to five hundred. We also manage the technical setup, such as porting your existing numbers with zero downtime, sourcing the right handsets, and setting up call centre solutions if your volumes need it.

A simple audit of your business's current phone systems can help us figure out what you need. We will look at your existing system, call patterns, and growth plans to customise a solution that works perfectly for your company.

Ready to find out where the gaps are? Contact us to request your free business telecoms audit today.