First, learn from your team.
Identify their pain points and inefficiencies. Understand what a simpler, more intuitive communication tool would look like for them. Include both in office and remote members in this conversation.
Remember, their insights are valuable - their enthusiasm will make the transition smoother when you implement a new system.
Then, ask your customers.
They can shed light on what your team may not know. Engage them via SMS, social media, online surveys, or blog comments. Understand their preferences and frustrations. Offering incentives like discounts could spark thoughtful conversations.
Next, collect information from outside your business.
From peers in leadership, tech or customer service positions. Their experiences with phone system and communication upgrades could provide insightful lessons for your journey. Benchmark against your competitors. Understand their customer service operations. Are they excelling in areas you could improve?
Finally, explore cloud-based communication solution providers.
Look out for a balance of features, support, price, and user experience that aligns with your business needs. Start with review sites like G2 and TrustRadius for honest feedback. Make sure to prioritize call quality in your quest for modernization. A good platform should also include diverse channels like web chat, SMS and social media, all with great user experience.
Keep in mind, revamping your phone system and communications platforms can be a complex task. So, focus on important areas that offer the biggest improvements. With the right customer communications system, you can have it all: top-notch voice and digital channels in a streamlined, cloud-hosted package that’s mobile, cost-effective, and scalable enough to grow with your business.
