Offering a constant communication line to customers is significant for businesses because the former can contact you regarding support or sales at any time of the day. Promising 24/7 availability could be tricky in current times, where the world is embracing remote work culture because of the COVID-19 scare.
You don’t have to worry if you invest in softphone technology. It allows brands to offer outstanding voice support without making a huge investment. In addition, your marketing and sales teams will be able to carry out their tasks from wherever they are comfortable. This leads to improved sales growth, optimal performance, and high customer satisfaction.
Here’s a guide that will tell you what a softphone is, how this technology works, and its benefits.
What is a softphone?
A softphone, a software-based phone, allows its users to place calls over an internet connection. It eliminates the need of designated physical hardware, as you can easily install it on desktops and mobile devices. In short, softphones let you make calls from your comfort zone and cut operational costs to a large extent.
How does softphone technology work?
Softphones use voice over internet protocol (VoIP) technology to place phone calls without needing traditional hardware. Basic requirements that softphone technology demands are a device with high-speed internet connections, a speaker, and a microphone. That’s it!
Analog voice signals get converted into digital ones when a SIP (Session Initiation Protocol) server initiates VoIP sessions in real-time.
And you just need to download your VoIP provider’s softphone app on your devices and follow some easy instructions to make and receive calls.
What are the benefits of investing in softphone technology?
Here are the top benefits that you gain when you invest in softphone solutions:
Proper call recording
One of the major benefits of investing in softphone technology is that you can record customer calls effortlessly. It helps you understand customer behaviour more appropriately, improvise call scripts and enhance the quality of training programs for better voice support.
Besides helping you serve better support service to customers, recorded calls allow you to understand how much effort your agents are putting to deliver satisfactory resolutions. Hence, it gets easier to find those support agents who are lagging behind and require additional training to improve their performance.
No wonder reputed softphone solution providers like Knowlarity are in so much demand.
Better call control
Softphone technology promises better call control so that agents can handle customer interactions like a pro. Voice support agents can easily mute themselves, put customers on hold to check reported issues thoroughly, perform warm call transfers, etc. All of this makes sure that every customer call ends on a positive note for a high CSAT score.
Besides an awesome support experience, you witness a significant improvement in your agents’ productivity. There is better management during peak hours, when there is a surge in the number of customer calls.
Durable and cost-effective
The major advantage of investing in softphone solutions is that you don’t have to bear the mammoth maintenance costs that a traditional phone system generally requires. Since a softphone is a software-based system, its performance can be improved by simply installing updates. It promises durability and cost-effectiveness.
On the off chance that you confront any issue(s) while using a softphone, it can be fixed easily. If anything goes wrong during the software update or patching process, you can easily avail support from your softphone solution provider.
Using softphone technology can do wonders for businesses because it can help to provide awesome support experience and also allow teams working in departments like sales, marketing, etc. to carry out their tasks from their comfort zone.
We hope that you have gained crucial information while reading this article because it has explained what a softphone is, how it works, and what benefits you can gain. If you are impressed and want softphone solutions but don’t know which service provider is worthy of your trust, you can put your trust in Knowlarity.