By combining a fixed voice number with a Unified Communications solution such as Microsoft Teams, Cisco BroadWorks can significantly improve the relationship between an Enterprise and its customers. It allows an Enterprise to reach out to the same customer employee every time he or she needs assistance, creating a personalised experience that leads to stronger relationships.
According to a study by Salesforce, 76% of customers expect B2B companies to understand their needs and expectations, and 84% of their customers say being treated like a person, not a number, is very important to winning their business. By giving customers a direct line through a phone number to a member of staff, they feel valued and listened to, increasing their satisfaction and loyalty to the company.
Furthermore, adding a fixed voice number to a Unified Communication seat can help prevent customer relationships from being broken if an employee leaves the company. When customers build a relationship with an employee, they may become hesitant to reach out for assistance if that employee is no longer with the company. By providing a fixed voice number, customers can continue to reach out to the same number and receive assistance from a new employee, ensuring that the relationship with the company remains intact.
In fact, according to a study by Glance Networks, 78% of customers say that their loyalty to a brand is influenced by how easy it is to get help, and 74% of customers are likely to switch brands if they have a bad interaction or customer service experience. By offering a fixed voice number, companies can reduce the risk of losing customers due to a negative experience caused by a lack of continuity in the customer service experience. For certain employee groups, the customer relationship is even crucial such as sales departments.
For telcos, offering this service is a valuable addition to their product offering. It provides an opportunity for them to differentiate themselves from their competitors and improve their customer retention rates. In fact, according to a study by Bain & Company, a 5% increase in customer retention rates can lead to a 25% to 95% increase in profits.
In conclusion, adding a fixed voice number to a unified collaboration seat can have significant benefits for both the company and its customers. It allows for a personalised experience that strengthens customer relationships while also reducing the risk of losing customers due to a lack of continuity in the customer service experience. For telcos, offering this service is a valuable differentiator that improves customer retention rates and drives profits.