Four Things A Cloud-Based Phone System Must Do

Edmund Tee
Edmund Tee
13 August 2014 Business Insights

I was in a meeting yesterday where a guy smarter than I am named Dan Rasmus made a throwaway comment that “if you need to make money, ignorance is not bliss.” I am probably going to mangle his words a little, but I think I was able to grasp the main takeaway — if you are in the business of, well, business, there are a few things you need to do well when it comes to responding to your customers. Unpacking Dan’s comment a bit, it became apparent to me that small business owners would need to:

  • Know when customers, both current and soon-to-be, are trying to contact them.
  • Make sure their team is able to track customer interactions and assign these requests to the best team member who can help the customer most effectively.
  • Respond in a timely manner that will satisfy, or preferably delight, the customer.
  • Do all the above and get back to the customer regardless of how they chose to reach out in the first place.

Big companies have all the resources in the world to put in place the technology, process, and training to try to do a sometimes great job, but usually it is merely adequate. In some instances, however, the results have been downright abysmal, because, to put things bluntly, their people often do not have skin in the game. When it comes to Dan’s perspective of “ignorance is not bliss”, small business owners often face a double whammy:

  • They do not have the same kind of resources as bigger companies.
  • At the same time, they are usually invested to the hilt in the business, and have everything to lose.

What they need is an affordable Cloud-based phone system that can double up as a customer satisfaction management tool that:

  • Notifies them whenever a customer is trying to contact them, regardless of whether it is a call, email, Tweet, or Facebook post, or any other communications medium.
  • Tracks and routes every customer request to the right team member.
  • Reminds the whole team which customers are still waiting for a response.
  • Do all the above and get back to the customer regardless of how they chose to reach out in the first place.

Most Internet phone systems do not offer any of the above — they mostly provide a phone number. And this is where I’m going to throw in the plug you are probably expecting: MightyCall’s Internet phone system does all the above, and to make it easier for small business owners, we provide a mobile app so that they can run their customer service while, well, on the run. To make it easy for you to give MightyCall a test-drive, we offer a one month money back on all our pricing plans. In the meantime, I am going to try to talk to more people smarter than myself — it’s the best way I know to getting smarter myself!

Virtual phone system for small business.
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