With the rapid development of digital technologies in the global economy, every customer wants to have round-the-clock support regardless of location. It doesn’t matter if you run an IT company, own an e-commerce store or are starting to develop your startup, you need support for your business 24/7.
But how to maintain high-quality and timely service for customers around the clock as their number increases. In this case, virtual numbers and the support service that serves them will help us.
What are VOIP numbers?
A virtual voip numbers phone is a unique telephone number that is not connected to a specific physical line or its location. Such a product works via web servers such as asterisk. This allows companies to receive and forward calls to a variety of destinations: to the office, remote customer support or to a specific mobile device of the desired employee. There is an opportunity to choose numbers from any location in the world, country or city, which should ensure presence in a certain region.
Benefits of using virtual numbers for support
24/7 availability in few countries
VOIP numbers allow your team to handle requests from anywhere in the world. With proper call routing, you can redirect incoming requests between employees in various time zones, which undoubtedly ensures 24/7 availability for customers.
Increased professional quality
If you use VoIP numbers for support or sales in several countries, this will certainly help customers instantly get help from the right department.
Cost-effective location system
According to traditional automated telephone systems, VoIP-based virtual numbers are affordable and scalable in use. The administrator can easily add/disable numbers.
Effective reporting and better call tracking
Almost all virtual telephony services offer the client their own analytics tools to check call volume, request processing time and the efficiency of their resolution.
Seamless Integration
VOIP can connect to your existing backend cycle, from CRM to support service software, helping establish and centralize various complete customer interactions and maintain consistent quality of service across platforms.
How to set up a 24/7 support line using cloud telephony
Here’s a step-by-step guide to setting it up.
Choosing a number provider
You need to find a provider or cloud provider that will provide you with the right service, routing, and the necessary integration of your product.
Choosing the unerring virtual numbers
It all depends on what exactly you are servicing. These can be both local numbers and 800 hotline numbers. You can also connect a few SMS numbers for receiving messages from buyers in the form of chat conversations.
Setting up call forwarding
You can distribute calls depending on time zones, employee availability, or the language spoken by customers. Be sure to use IVR to direct customers to the desired end contact.
Setting up backup access teams
When one employee or team is unavailable, the call will automatically be forwarded to a backup line or voicemail.
Test before you start
Make sure your settings work successfully on all devices and in all event scenarios. Try to call on numbers from different countries to test the quality and speed.
Tools for configuration
For effective and round-the-clock consumer support, you need to connect your assistance service to:
CRM, always choice directly depends on you, because there are a lot of products in this category on sale
Assistance service software, such as those that support a ticket system or contact intercourse, for processing applications and creating a live/bot chat
Team collaboration tools, often used are any messengers, for internal notifications and information updates
Analytic indicators that read key indicators, such as response time and customer satisfaction
Best models for staffing and automation
Create a large-scale customer support team across time zones to provide quality support without the need for night shifts.
Use bots and voice operators like Freezvon.com : Automate the reassignment of requests when the workload is minimal or employees are offline
Train for multi-functional support: Make sure that employees are equipped with everything they need: phone, chat, email and social networks for true omnichannel support.
Continuously monitor performance: Use cloud telephony analytics to adjust the level of staff development, correctly destinate calls and possibly train according to evolving needs.
VOIP technologies are the best way to guarantee reliable and effective 24/7 customer support. Whether it is an enterprise or a small, growing startup, virtual numbers remain an integral part of their support.
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