In today’s technology-driven world, there is a multitude of ways for your customers to get in touch with you. Email, social media platforms, messaging apps, live chats etc. As long as you’re utilizing them all properly, they can be quite useful. It needs to be highlighted, however, that amidst all of these communication methods, there is one that has stood the test of time and has never truly gotten old – the telephone.
No matter how convenient various new technologies and developments have made it to send and receive messages, nothing beats the live voice. This is why it’s so important for your company to have a strong over-the-phone customer service regimen set in place. Your business can have its reputation either made or broken by the ways in which your customers are treated over the phone.
“Customers still love talking to a real human being, and they still hate complicated automated menus that take forever to get through to the person they need,” writes Arina on Casengo.com, “Although calling is still popular on its own, surveys find that 50% of customers choose to call if none of the other communication methods brought the desired result. Which means that communication channels don’t stand alone; they complement each other.”
At MeloTel, we would never disparage the use of email or live chats. In fact, we highly recommend them. Our team happily services our customers via email as well as the Live Chat feature that can be found on our website. We know, however, that the majority of our customer service work is performed over the phone. In fact, we quite enjoy the conversations we have with our customers. They help to build real connections.
Our team doesn’t take these connections lightly. It’s important for us to give each and every client specialized service. We’ve gotten used to understanding the specific and unique needs of each of our customers. Getting to know their personalities also helps us to develop and offer ideal solutions to each customer concern. As Arina points out, customers generally call companies to have problems solved.
“Once they reach you, they expect you to know the history of all previous communications immediately, so make sure you have a powerful customer service platform,” she advises, “There are a lot of communication channels out there. Sure, you could just stick to your good old phone, but remember this will make you miss out on a big group of potential customers.”
As mentioned, utilizing email and other written forms of communication is still a good idea. However, it should never be lost on you that your phone number needs to be easy to find. Be sure to clearly display your number in all of your messages.
It’s also important, of course, to be readily available to answer your calls. At MeloTel, we know that most small business owners don’t just sit in their offices all day as their work can take them to a variety of different locations. This is where Single Number Reach comes in so handy. It enables you to forward your number to up to five different devices of your choice. That way, when the number is called, they all ring at the same time!
For more information about Single Number Reach, please don’t hesitate to contact us at 1-888-MELOTEL or use the Live Chat feature on our website!
“Imprezzio Marketing has been with MeloTel for 4 years and their service has been outstanding over the years. Their customer support team is always extremely helpful and always responds and resolves any issues that we have. Thank you MeloTel for providing us with such great service. READ MORE"
“When TK Enterprises found MeloTel 2 years ago, it was in a crisis situation. Our previous VoIP provider had left us in the lurch and within days, MeloTel had us back up and running and we’ve never looked back since. We started with VoIP services and have worked with them to bring our company’s technology levels up to be more cutting edge and competitive while reducing costs and mitigating risk the entire time. READ MORE"
“Benjamin Verde Incorporated has been a loyal MeloTel customer since 2013. We are able to provide a variety of Artist and Entertainment related solutions such as Web Hosting, Artist Marketing and Artist Funding to clients across Canada. By utilizing MeloTel’s robust products and services our agents are able to provide fast and efficient customer care to various radio stations, record companies, independent artist as well as popular international brands via Benjamin Verde’s VXCO.net portal. READ MORE"
“As the leaders in promotional advertising with over 25 years experience we strive to satisfy all of our clients’ needs when it comes to marketing them and their businesses. We go over and above to make sure that all of their advertising demands are met with no exceptions. MeloTel and Synergy have been in business together since providing exceptional VoIP and technical services. READ MORE"
“I have been a MeloTel customer since 2009 and wanted to tell you how much my whole office appreciates your services. Life becomes a lot easier when someone is there to help when we need it. That kind of service is why we will remain a loyal customer for many years to come. Thank you! READ MORE"
“The transition to MeloTel has been exceptional on a number of levels. Cost savings of more than 50% compared to our old traditional multi-line system is a welcome benefit, but the service and features are what we are most pleased with. MeloTel gives us the capability to enhance our service to clients with features like “Find Me-Follow Me” which allows us to answer our main office lines from anywhere, at any time with our smart phones or soft phones. READ MORE"
“Toronto Cosmetic Surgery Institute is a plastic surgery clinic, located in downtown Toronto. On site we have a fully functional, state of the art surgical facility. MeloTel assisted us when we went paperless a couple years ago in replacing and restructuring our computer hardware and network. They have been providing us with IT support ever since. Whether it be remote sessions that are required, or on site visits, the service MeloTel provides is always quick and efficient. READ MORE"
“Global Mentoring Solutions (GMS) is a North American based, white labelled outsourced help desk provider that partners with major ISPs, eLearning Support Providers and mid-market IT Service Providers. With MeloTel’s telephone infrastructure services GMS is able to provide support for over 8,000 technical support interactions per month! GMS has been relying on MeloTel’s expertise and professional support services since 2010. READ MORE"