Wireless EPABX and IVR: The roadmap to greater customer satisfaction and brand growth

The key to increased business revenue is customer satisfaction. In a global survey by Nuance, 87% of consumers said the quality of customer service determined their continued relationship with a company, a factor as critical as the quality or cost of the actual product or service.

The key to increased business revenue is customer satisfaction. In a global survey by Nuance, 87% of consumers said the quality of customer service determined their continued relationship with a company, a factor as critical as the quality or cost of the actual product or service.

Customers expect speedy, thoughtful and responsive engagement to their queries and complaints, whether they’re dealing with a niche book seller or a bank. While big players are looking at trends like omni-channel to enhance user experience, small and medium players too can punch well above their weight. Far sighted companies can professionalize their customer fronting services by paying attention to customer preferences and investing in technology driven solutions.

The biggest boost for SMEs is the increasing reliance on self-service options. An international study found that 67% of consumers surveyed preferred self-service to waiting for a human to respond. This trend opens up various possibilities for customer centric organisations. Instead of manpower driven options like help desks, companies can select automated and cost effective solutions like Wireless EPABX and hosted IVR. Easy to install, maintain and operate, they free up resources, reduce set up time, improve customer service and re-direct the focus on business development.

Wireless EPABX and hosted IVR is an even more relevant choice in India. With growth increasingly coming from Tier 2 towns and geographically remote locations, companies have to overcome infrastructural challenges to provide uniform service and support. While internet coverage is increasing, it is telephony (especially mobile) that covers the length and breadth of the country. Wireless EPABX for instance, uses mobile networks for last mile connectivity, thereby proving a practical and affordable solution for not just metros, but tier 2 cities and villages as well. Implementing hosted IVR, with language options, is a logical step in a linguistically diverse society.