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Tag: VoIP system

5 Common Customer Service Horror Stories and How to Avoid Them

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How much is poor customer service costing your business each year? UK businesses lose up to £37 billion a year [1] as a result of inefficient customer service yet it isn’t always a high priority improvement area for businesses. 

Contact centres are still the go to channel for consumer queries despite the rise in emergence of other consumer communication channels with businesses such as chatbots, forums and email. This is due to the desire of consumers for quick resolutions of their problem. 

The reality for many contact centres is the opposite due to poor organisation of procedures and use of outdated business phone technology. So how can investing in the right technology improve your customer service experience? We’ve gathered 5 of the most common customer service hurdles faced by consumers when contacting businesses and evaluated how tech can make the process less painful for both your team and customers. 

 

           1. Call transfer loops

We’ve all been there – you have a query, you call customer service and the agent you speak to is unable to help so you are transferred to another who should be better equipped to help. After a long wait and finally getting through, you need to repeat yourself to this new agent who seemingly has no information about your query. Then you’re met with another dreaded transfer as they’re unfortunately also unable to help you – the nightmare of a call transfer loop. 

Being shuttled between service departments is the biggest frustration faced by customers. The root of the problem is inefficient call routing to relevant departments. Without proper routing technology, customers end up being bounced from agent to agent as your team looks for the right person to help. 

Business phone systems like Devyce allow you to set up an auto attendant which automates the routing process to ensure your customer calls are being directed to the right person/department so they are able to promptly get assistance. 

 

           2. Slow responses and lengthy wait times

Since the pandemic, 48% of customers say their expectations for customer service standards have risen [2], with focus on it being quick and efficient. No one likes to be kept waiting on hold or worse, calling customer service and not being able to get through with no one following up on their call. 

To decrease customer wait times and avoid missing their calls, ensure your business phone system allows call forwarding so that at any point if a member of the team is unavailable to pick up, the call can be directed to a line that is free.

 

           3. Repeating information to different support staff 

Often customers may reach out across multiple platforms so it’s important to ensure consistency of information across all channels. It not only provides a more seamless customer experience, it saves both parties time as it decreases wait time while support agents look for the relevant information. 

CRM platforms integrated with your business phone system helps to achieve this so you can assign support tickets to customer contact details. This is also great for providing a great omnichannel customer service experience as any member of the support team can quickly access the support thread of a specific customer across different platforms. 

 

           4. Unfriendly customer service

85% of customers have reported they will avoid repurchasing with companies where they’ve experienced poor customer service [3]. Customers who have bad experiences are also likely to leave negative reviews and a reputation for bad customer service will impact acquisition. 9 out of 10 consumers read reviews before making a purchase which greatly affects the buyer’s decision.

 

With features like recorded calls and call listening allowing other team members to listen in on your customer calls, Devyce can help you regularly improve the customer experience by analysing and utilising previous calls to train your team. You can also utilise CRM integrations to collect feedback such as sending out quick surveys which will help with optimisation of your customer service operations. 

 

           5. None to little after sales follow up 

The customer journey doesn’t end after a sale is made. The aftercare customers receive greatly impacts customer retention. Increasing retention rates by 5% can increase profits by between 25-95% [4]! Often a simple follow up email or call following a customer support request can make a great difference to the overall customer experience rating and lead to formation of long term consumer relationships which increase customer lifetime value.

By making the switch to a modern business phone system, you can build a better tech stack to help you better structure your customer service team and operations. 54% of customers feel that customer service is only an after thought for companies [2] and improving customer service often costs a company less than acquisition therefore companies shouldn’t neglect investing in tech for customer service teams. 

Start streamlining your customer service operations and improving customer experience today by checking out our Teams plan!

Are you curious to find out more and like the idea of a discount to get you started? Drop us your email here!

References:

[1] https://www.smart-pa.com/uk/blog/how-much-does-bad-customer-service-cost-your-business

[2] https://cx-trends-report-2022.zendesk.com/challenges

[3] https://www.revechat.com/blog/customer-service-problems/

[4] https://media.bain.com/Images/BB_Prescription_cutting_costs.pdf

5 Emerging tech trends for 2023

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The tech industry grows exponentially every year and 2022 was no different. This year we’ve seen exciting tech trends like cloud computing and decision intelligence grow. 

So as the year draws to a close, we thought it’d be interesting to take a look at some of the emerging tech trends for 2023. 

  

1. Industry Cloud Platforms 

Cloud computing has definitely boomed with the huge emergence of SaaS and is set to continue developing as the demand for cloud computing increases. 

So what are industry cloud platforms? 

They are essentially an all inclusive platform with various cloud applications that users within a business are able to adapt to specific industry needs [1]. While cloud applications usually provide a few business solutions, an industry cloud platform encompasses all cloud applications that are useful to a business. 

This emerging trend is beneficial for businesses as the adaptable nature of the cloud platform accelerates the adoption of cloud technology. While 94% of enterprises already use cloud computing [2], implementing their use is still slow. This is due to various reasons including: too much choice/information to sift through when deciding between offerings, large variations in price points and hard to use applications. 

That’s why at Devyce, we’ve made our solution super simple for you! We provide the hybrid business phone system for the future of work so you can have two numbers on your phone – all on one handy app. Signing up only takes seconds! Don’t believe us? See for yourself over on Devyce 😏

 

2. Super apps

Much like industry cloud platforms, super apps are “like Swiss army knives with many tools that serve a purpose” [3]. These are apps with multiple “mini apps” within that can be added or removed per the user’s needs.

Super apps are developing to encompass commonly used app services such as messaging and financing apps all in one place, allowing individual users to tailor their user experience. They will also have applications in business as the technology develops to include enterprise mobile and desktop experiences [3]. 

The technology is still fairly new but is expected to grow in 2023 so we are excited to see where it will take us and businesses! 

 

3. Adaptive AI

Traditional AI technologies have been widely applied to industries to automate decision making by utilising advanced analysis and logic based techniques [4]. However traditional AI systems need to be programmed to update their processes when there are new insights and developments to its application. Adaptive AI eliminates this as it absorbs learning as it’s being built [4]. 

The pandemic had highlighted to many that flexibility and fast adaptability are crucial to businesses. Adaptive AI technology aims to provide this flexibility to companies as it is constantly learning and updating their models therefore making companies more resilient to unexpected changes in industry. 

Implementation of adaptive AI technologies is set to increase in 2023 as the technology develops and will greatly improve responses to real world changes as well as broaden decision making processes. 

 

4. Wireless Value Realisation 

This trend is all about integration of various wireless technologies to create a more reliable and cost efficient tech foundation for businesses [5]. Gartner expects that by 2025, 50% of enterprises will be using networking services that provide value further than communications [6]. 

The development of 5G is transforming how technologies work together to solve problems and improve existing models as it increases speed of connectivity and access to data in real time. As we continue into 2023, it’s expected that the use of wireless technology will go beyond connectivity and offer wider innovative value. 

 

5. Sustainability 

Green technology has risen to the top of priority lists for many enterprises and many look to develop more sustainable tech frameworks within the business [6]. Consumers are becoming increasingly interested in a company’s environmental and social governance as it becomes a leading factor in consumer decision making. This is pushing companies to revise their energy and material efficiency of IT services. 

 

Businesses have been using technologies such as AI, automation, advanced analytics and cloud services to reduce their environmental impact as well as provide consumers with the tools to track their efforts towards their sustainability goals. This trend will continue to grow and by 2025, Gartner predicts that 50% of CIOs will have performance metrics tied to their IT sustainability within the organisation [6]. 

 

If you’re looking for ways to improve your company’s sustainability efforts, have you considered the impact of what having a work phone does for your carbon emissions? 

Devyce can help you to reduce your carbon footprint from phones by providing you two phone numbers on your personal phone so you can eliminate the work phone! Find out more about how Devyce works here

So that rounds up some of the emerging trends in the tech industry for the coming year! Are you as excited as we are for the growth and development of these trends? Head over to our socials to share your thoughts! 

 

Reference articles: 

[1] https://www.gartner.com/en/articles/what-are-industry-cloud-platforms

[2] https://webtribunal.net/blog/cloud-adoption-statistics/#gref

[3] https://www.gartner.co.uk/en/articles/what-is-a-superapp

[4] https://www.gartner.com/en/topics/artificial-intelligence

[5] https://shapeitrecruitment.co.uk/gartners-top-strategic-tech-trends-for-2023/

[6] https://www.forbes.com/sites/peterhigh/2022/10/19/gartners-top-10-strategic-tech-trends-for-2023/?sh=105420514cb4

10 Reasons Why Customers Choose Devyce

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What are the reasons our customers choose Devyce you ask? 

Here are the top ten reasons why our happy customers chose us and what you could benefit from by switching to Devyce for your small business:

  • Improve efficiency

We know the feelings. Carrying around two phones can get frustrating. Then getting confused which phone to use for a call and accidentally using your personal phone to call a client. Also feeling irritated from having to switch between Apple and Android systems if your work phone is not a system you are particularly used to. So inefficient right?

Devyce solves this problem by providing you two numbers on your phone. 

Your Devyce phone number is stored in the cloud and phone calls/texts are sent over the internet instead of traditional phone lines which means you can have an additional operating number on your phone.

  • Save money with affordable pricing

We help our customers cut down on a costly business expense by removing the need for a work phone. With Devyce, you don’t need to sign up for expensive handsets and contracts for your employees as they can bring their own device. 

Our pricing plans (hyperlink to price page) are simple, affordable and transparent. No hidden fees, no lengthy contracts that are hard to get out of and an easy sign-up process. Within minutes you’d have an operating UK number ready. Save time and money for your business so you can focus on the more important things. 

  • Improve Sustainability

While saving money and time for your business, why not contribute to saving the planet as well? Deloitte global predicts that around 146 million tonnes of CO2 or equivalent emissions will be generated from smartphones in 2022 and 83% of these emissions comes from the manufacturing, shipping and first year usage [1]. 

It’s estimated that 910kg of CO2 is generated per employee working in offices each year [2] and the use of a work phone contributes to this figure. Using Devyce decreases your yearly in office carbon footprint, helping to promote more sustainable practices within SMEs.

  • Fast and reliable

Our customers are always able to receive those essential business calls wherever they are. 

Devyce works by facilitating calls and texts over the internet. This means all you need is a strong internet connection either over wifi or 4G/5G. 

Advancements in internet access technology means staying connected wherever you are, has become increasingly easy. You’ll rarely have to worry about downtime which can happen more often with traditional phone line services. Never miss business calls again with Devyce. 

  • Improve work life balance

It can be difficult to switch off from the workday when your work phone is still pinging or maybe even still getting calls. Many people find it hard to resist looking at their work phone out of work hours “just in case” there is something important that has popped up. From there it can be easy to fall into the rabbit hole of responding to work notifications well past business hours. 

Devyce have helped our customers improve their work life balance with a single button. We have a handy ‘Do Not Disturb’ feature where you can set the business hours after which you won’t receive notifications. 

  • Work from anywhere 

Take your Devyce anywhere… and we mean, anywhere in the world. Over 50% of our customers currently use Devyce abroad. Whether you are travelling for business or working remotely abroad, you can keep your UK phone number operating from there while also saving your business money on roaming costs. 

If you have a phone number attached to your business that you’d like to keep using while abroad, you can easily port your number to us (if you need help with this, contact us here: https://devyce.com/contact-us/). All of this means you can facilitate remote working for your business and even hire globally, further saving you money from lack of need for office space. 

  • Easily manage your teams

It can be tricky to stay on top of your team’s client call activity with a remote or hybrid based working model. For rapidly growing businesses, you might also struggle with managing a fast-growing team. Devyce makes this easier by providing team leaders with access to a Team’s Management Portal on our Teams Plan (hyperlink to pricing page)

From the portal you can quickly allocate/de-allocate numbers and create call forwarding pathways or groups within your team. This means you can easily keep numbers operating while an employee is away and quickly route client calls to the right person, allowing you to create a seamless customer service experience for your business. 

  • Monitor the performance of your calls

Get access to a variety of key metrics like in/outbound call durations to monitor your performance as well as analysis tools. These can be easily navigated on the Team’s Management Portal and allows you to keep track of how well your business calls are performing, optimise your calls to drive KPIs and achieve those all-important business goals. 

  • Streamline your customer relationship management

Ensure that all your customers are taken care of by integrating a CRM platform like Hubspot with the Devyce Team’s Management Portal. This allows you to stay on top of individual customer queries and makes sure you never miss business calls. It also allows your team to have access to customer query logs so that any member of your team can quickly provide help. Streamlining your customer support flow is crucial to any growing business and Devyce helps you take that extra step for your customers. 

  • Flexible scalability

Whether you are growing or taking a step back before the next stage in your business, you can easily activate/deactivate numbers on your network to grow (or downsize) your Teams Plan. Our affordable price point also makes it easy for you to scale the usage to your businesses’ needs whether you are just starting out or already a medium sized enterprise, Devyce is flexible. 

To quote The Sound of Music: 🎵These are a few of (ours & our customers’) favourite things about Devyce. Our customers have thrived from using Devyce and we’re pretty sure your business will benefit too 😉 

If these 10 reasons aren’t quite enough to convince you yet and would prefer to see Devyce in action before you commit, that’s no problem! It’s super easy to book a demo with us here https://devyce.com/demo/ 

 

References:

[1] https://www2.deloitte.com/uk/en/insights/industry/technology/technology-media-and-telecom-predictions/2022/environmental-impact-smartphones.html

[2] https://observablehq.com/@mrchrisadams/how-do-i-work-out-the-carbon-footprint-of-providing-space-to-w

5 ways Devyce will improve your Real Estate Business

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  1. Improve your mobility
    Tell us we’re wrong but, estate agents are always on the go. Devyce allows you to call from anywhere in the world with an internet connection. Additionally, realtors are finding SMS useful when on the go to communicate with clients, with nearly 93% communicating through text [1]. By using our app, you can message your clients, as well as phone them! 

    We can also improve your geographical presence, as you can select a phone number from a specific area, meaning you can create a local presence!

  2.  Secure and protect your personal and client data
    Devyce will protect your personal number, by providing you with a business number, meaning your personal details aren’t exposed. Whilst also protecting your client data, as data is handled in line with GDPR and messages are encrypted between the app and the carrier.

  3. Improve your Customer Experience
    Building good relationships with buyers, sellers, tenants and landlords is a critical component of being an Estate Agent. Devyce can enhance your customer experience, by allowing you to hear other team members voicemails and forward any calls, meaning no calls are missed whilst making it easy for others to pick up where someone else left off. The auto attendant feature filters calls and delivers them to the correct destination in the business. Creating a seamless and consistent customer experience. 

    Easily integrate with Hubspot, and import your CRM’s contacts, so you can pull up your client information easily. See who’s calling and prevent prospects slipping through the cracks!

  4. Reduce your costs.
    Devyce can help you reduce your calling costs! No set up fees, no hidden fees and no contracts!

  5. Track sales and monitor performance
    We track calling analytics, including the proportion of unanswered calls, call duration, and call recording. This way agents are able to find the optimum time to reach clients. Whilst also providing valuable insights into how you can improve your calling techniques, for the future. Better calls, more leads! 


    References:
    [1] https://www.forbes.com/sites/forbesbusinesscouncil/2021/12/17/implement-business-text-messaging-to-draw-more-local-customers/?sh=2b69c5be731a

The Essential Guide To Voip Systems For Small Businesses

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The ultimate guide to setting up your team with the best VoIP phone system to enhance your small business!

What Is A Voip Phone System?

VoIP phone systems are the new age landlines. Voice over Internet Protocol (VoIP) does as it says, uses the internet to make and receive calls completely wirelessly. VoIP systems digitise calls and texts and send them through internet lines, rather than ordinary landlines. VoIP has been around for a while, but is becoming more and more popular as it is evolving to be quicker, cheaper and more efficient. Many businesses and households already use VoIP systems for their communications, a seemingly clever move as landlines are slowly becoming obsolete.

 

How Do You Use A Voip Phone System?

 

VoIP systems work over the internet, but what does that mean?

Well, in the simplest of explanations, VoIP systems digitise your voice into online data and send it to your phone provider via the internet, which is then passed on to the receiver. VoIP phone systems rely on high speed internet to make and receive communications; this means you can make calls with a VoIP system on a computer, a mobile phone or a VoIP adapter.

 

Why Should You Use A Voip Phone System For Your Small Business?

Having a digital communication system for your team is the new trend in business. Giving employees a second phone number for work, all on the same system, instead of a second mobile phone or office phone, benefits the business and the employee, allowing companies to maintain professionalism and employees to stay connected no matter where they are.

Features included with VoIP systems include:

✅ Virtual receptionist

✅ Call forwarding

✅ Voicemail transcription

✅ Do Not Disturb button

✅ Conference call

✅ Call recording

✅ Call logs

✅ On-hold music

Cost efficient
Perhaps the best advantage of the VoIP phone system is the price. Most VoIP providers charge a monthly fee, based on how many users are on it rather than how many minutes are used; meaning you can have unlimited calls for a lower price. For example, most VoIP providers will charge around £20-30 a month, whereas landlines will charge around £50-75 a month.

Easy Setup
Setting up a second phone number on your personal phone is easy as pie. Most VoIP systems work through a phone app and can be downloaded and running within minutes with a smartphone. No need to spend extra hours installing complicated technology.

Professionalism
Having a second phone number allows you to stay connected with colleagues, clients and customers while still maintaining professionalism. Whether you are part of, or running, a small business, or working for yourself, or as a freelancer, having a professional phone number can go a long way in gaining customers’ trust and confidence in you and your business. Giving out your personal number is not only ideal for you, but also perhaps not comfortable for the customer. Virtual phone numbers allow you to have an online landline number, if you chose, for your business to maintain professionalism and privacy.

Enhances Communication
Despite more people than ever working from home, business communication cannot stop; it can be difficult to stay in touch from home with colleagues and clients.

A virtual number makes you accessible wherever you are, enhancing team collaboration by making it easy and simple to send and receive messages and important information, no matter if a team member is in the office, at home or the other side of the world. Having a solid communication system that supports your employees’ lifestyle of remote working, for example, can build morale and keep them motivated despite communication limits created by the pandemic.

Call from anywhere
Remote and hybrid working is the new normal since the pandemic. VoIP phone systems support the remote and hybrid work model, as it allows employees to communicate from wherever they are, whether it is at home, at work or on the other side of the world.

Scalability
With a cloud-based phone system you can add or remove phone lines for new or leaving employees. As your business grows, your phone system can too, without any stress or hassle.

Better Customer Support
Being able to contact customer support in case of an emergency is essential when running a small business. If your phone lines are down, it can negatively affect the accessibility of your business and leave customers stranded and unhappy with your service. Most VoIP service providers maintain direct contact with you and your company, so that if you have any issues they are available straight away to fix your problem; you won’t have to wait hours or days to get a reply from a big corporation that owns your landline.

Simple Equipment
VoIP being a cloud based service not only provides better quality and service, it also presents a more practical solution for small businesses. To use a VoIP phone system you don’t need any extra equipment or IT specialists to install and manage it, which not only makes life easier for you but also saves time and money for your business

 

Which Is The Best Voip Phone System For Small Businesses?

There are many VoIP phone systems on offer to small businesses, you’ll want to get the best one for the best price. The good thing about VoIP phone systems is that all you need is high quality internet connection, a router and a modem, all which businesses have anyway, to get started. The big question is which provider to go with.

Devyce is a VoIP service that specialises in fitting the needs of a small business. We know what a small business needs in terms of communication, and Devyce deliver. Devyce offer a special Teams Package tailored to small businesses at only £15.99 a month per user. With Devyce, the account manager has access to our Portal, which provides instant number allocation and deallocation, call forwarding, call recording, full call reporting and analytics and CRM integration. You can give your employees a new number, or bring their number to Devyce by porting. Devyce provides an easy, cheap and efficient VoIP phone system that optimises your small businesses communication and, with customer support available 24/7, supports you every step of the way.

 

Step By Step Guide

An easy guide on how to get Devyce for your team:

1️⃣Purchase Your Team Devyce Plan Here: https://devyce.com/pricing/

2️⃣Log In To Your Devyce Account And Access The Portal Here: https://login.devyce.io/u/login?state=hKFo2SBKMW8tSk1pd0dUd2NHSXoxN3FJZ3NNb29LdnE2Ukdtd6Fur3VuaXZlcnNhbC1sb2dpbqN0aWTZIEMwLWFWNGM4YUVsVS0tejZNRGgwbzJwLWZaNldKUHo5o2NpZNkgN0NxRk41bDlWV3FSalR6UXE2MHdOaWdJV1NGTjdTMGg 

3️⃣Add Amount of Numbers Needed

4️⃣Allocate Numbers To Employees

5️⃣Employees Download Devyce App

6️⃣ Monitor Team Communication via The Portal

 

Sources

https://www.grammarly.com/business/learn/digital-communication-strategies/?&utm_source=google&utm_medium=cpc&utm_campaign=search1gbnbstyleguidedsa&utm_targetid=dsa-1296364243343&gclid=CjwKCAjw8sCRBhA6EiwA6_IF4XLPe0nJsgPPCguig9KGXqbwu-Xfj7R7pyul_Fia3eBvqjZ2TMYN4hoC7hMQAvD_BwE&gclsrc=aw.ds

https://www.ukpostbox.com/blog/how-to-digitise-your-business-comms

https://www.businessnewsdaily.com/8955-virtual-phone-numbers.html

https://www.wpbeginner.com/beginners-guide/beginners-guide-what-is-voip-and-how-does-it-work-explained/

https://www.business.com/articles/voip/

https://www.broadbandchoices.co.uk/guides/internet/internet-phone-voip-offers

https://www.businessnewsdaily.com/8924-voip-for-business.html

https://fitsmallbusiness.com/voip-vs-landline/

How To Set Up Your Team With Devyce

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Have a read to discover why your team needs Devyce and how easy it is to set up!

Why Devyce?

Devyce is the ideal way to communicate with colleagues, clients and customers. Devyce can support businesses with a hybrid working model, remote working model or in office model, maintaining communication wherever employees are in the world.

Devyce works as a VoIP system, which means it works over the internet, so all you need is an internet connection and nothing more. VoIP systems digitise your voice into online data and send it to your phone provider via the internet, which is then passed on to the receiver.

Small businesses all over the world are using VoIP phone systems and seeing great results. In a study conducted by CISCO, it was reported that small businesses who switched to VoIP systems saw a 77% increase in productivity due to the unique features VoIP phone systems offer that landlines do not.

Some of the most significant advantages of using a VoIP phone system for your small business, like Devyce, are:

✅ Cost effective

✅ Call from anywhere

✅ Scalability 

✅ Better customer support

✅ Simple equipment

Learn more about VoIP systems for businesses here: https://devyce.com/2022/01/26/how-voip-systems-work-and-how-it-will-improve-your-small-business/ 

 

Devyce For Teams

Devyce has been specially designed for small businesses and startups, in order to offer an efficient, cost effective and simple communication solution, that also helps uphold the professionalism of your business. 

We know what a small business needs in terms of communication, and Devyce deliver. Devyce offer a special Teams Package tailored to small businesses at only £15.99 a month per user. Devyce provides an easy, cheap and efficient VoIP phone system that optimises your small businesses communication and, with customer support available 24/7, supports you every step of the way.

Devyce Features for Teams:

 

✅Personal Account Manager

✅Team Management Portal

✅Instant Number Allocation and Deallocation

✅Call Forwarding

✅Call Recording

✅Full Call and Text Reporting and Analytics

CRM Integrations

 

Step By Step Guide

An easy guide on how to get Devyce for your team: 

 

1️⃣Purchase Your Team Devyce Plan Here: https://devyce.com/pricing/

2️⃣Log In To Your Devyce Account And Access The Portal Here: https://login.devyce.io/u/login?state=hKFo2SBKMW8tSk1pd0dUd2NHSXoxN3FJZ3NNb29LdnE2Ukdtd6Fur3VuaXZlcnNhbC1sb2dpbqN0aWTZIEMwLWFWNGM4YUVsVS0tejZNRGgwbzJwLWZaNldKUHo5o2NpZNkgN0NxRk41bDlWV3FSalR6UXE2MHdOaWdJV1NGTjdTMGg 

3️⃣Add Amount of Numbers Needed

4️⃣Allocate Numbers To Employees

5️⃣Employees Download Devyce App 

6️⃣ Monitor Team Communication via The Portal

 

Read more on the process here: 

https://devyce.com/resources/onboarding-portal/

 

Or, watch our ‘How To’ videos here: 

https://www.youtube.com/channel/UCFQWC_U2cT6JHyj0tBu7dJQ/videos

 

To Get Started: 

https://devyce.com/pricing/ 

Learn More: 

https://devyce.com/product/features/

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