Reliable communication tools to make customer support easier

Whether they’re across the street or the globe, when your customers need help, they expect answers fast. If they can’t reach you, they’ll move on.

Reliable communication solutions like VoIP, cloud solutions, backup technologies, and real-time tools can prevent downtime, help you respond faster and stay secure.

Here’s how to keep your customers happy and your business competitive.

Prevent communication downtime

Reliable comms starts with a good infrastructure. Downtime caused by outdated systems or power cuts frustrates customers and hurts sales. To keep everything running smoothly, you need a reliable phone system. Here are a couple of options worth thinking about.

• Upgrade to VoIP

Voice over Internet Protocol (VoIP) systems give you flexibility and reliability. Like the name suggests, calls come via the internet for crystal-clear sound, better security, and the freedom to work from anywhere. Extras like call forwarding and voicemail-to-email transcription help communication – and it’s often cheaper than traditional systems.

• Adopt cloud-based platforms

Cloud platforms let your team access calls and messages while ensuring your customers’ information always stays secure.

And unlike traditional systems, cloud-based solutions aren’t tied to physical infrastructure, meaning you’re always connected – even in emergencies.

Use backup communication systems

Even the most reliable systems can sometimes fail. That’s why backup communication systems are a crucial safety net. If something goes wrong, your customers won’t notice a thing.

• Failover technologies

If your main communication system goes down, failover automatically quickly switches to a secondary option – like another internet provider – so your service isn’t uninterrupted.

• Redundant networks

A redundant network quietly mirrors your main system in the background, ready to take over if anything goes wrong. With multiple pathways open for your data, it makes sure you stay connected and your customers stay supported.

Provide round-the-clock customer support

Whatever system you have in place, make sure you make the most of it. The stakes are high when it comes to customer support. A single missed call or delayed reply can make the difference between a loyal customer – and a lost one.

With 73% of shoppers saying customer experience influences their buying decisions, 24/7 availability is a must.

For global businesses, the challenge is even bigger. Time zones don’t care about your working hours, and neither do customers looking for answers. Offering round-the-clock support solves problems fast, creates an experience people remember, and gives you an all-important edge.

How real-time communication tools can increase response times

Reliability’s only part of the answer when it comes to great customer communication. Now we’re always switched on, we’re used to getting what we want, when we want it. Real-time communication tools like live chat, messaging apps, and customer portals make it easy to meet increased expectations without adding to your team’s stress levels.

• Live chat

Perfect for quick, real-time responses to simple queries, live chat cuts wait times, keeps customers engaged, and if you pair it with chatbots, offers 24/7 support. By handling the easy-to-solve questions, it also lets your team focus on more valuable work.

• Messaging apps

While live chat is ideal for fast, on-the-spot problem-solving, messaging apps are all about flexibility and appeal to today’s mobile-first customers. Tools like WhatsApp and Facebook Messenger make it easy to reach your team on platforms they know and use, and allow ‘asynchronous communication’ – letting busy customers get in touch, step away, and pick up the conversation later.

• Customer portals

Self-service portals are a win-win. With key info like FAQs, troubleshooting guides, and order tracking in one place, people can find their own answers. This gives customers the convenience and control they want and lightens the load on your team.

• Customer forums

Whether it’s a part of your customer portal or linked to it, creating a customer forum can let people share tips, answer questions, and connect with others, while creating a real sense of brand community.

• SMS/text message

It may be geriatric in tech terms, but with near-instant delivery and high open rates, it’s great for sending quick updates, reminders, or confirmations.

Reliable customer communication is all about creating an experience that keeps customers coming back. By combining communication systems, fail-safe backups, and real-time tools for faster, smarter and collaborative support, you can keep your business ahead of the pack.

Find out more about providing great customer support

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Got questions or need tailored comms advice? Chat with one of our V-Hub Digital Advisers.