Top 6 VoIP features SMBs should use

Top 6 VoIP features SMBs should use

VoIP systems are a must in modern business, with its ability to not only improve workplace communication, but also enhance customer service, cut business costs, and improve employee productivity.

With Florida’s business phone calls growing increasingly digital (and landline connections on a consistent decline), it’s important to keep your company up to speed.

These days, business owners are spoilt for choice in VoIP providers — though which specific tools and features should you keep an eye out for? Below, we discuss the crucial VoIP features every small business should use, improving both your worker and customer experience.

Advanced call management

Having advanced call management tools allows your employees to block, hold, prioritize, and route calls with greater ease. Most, if not all VoIP providers, offer users the option of screening calls, anonymously rejecting calls, and enabling a “do not disturb” mode for temporarily blocking calls (especially useful during meetings, lunches, or conferences).

Another mandatory function is the ability to “hold and transfer,” allowing users to instantly transfer callers to another extension or phone number. Having these management tools help create a more positive customer experience while boosting business efficiency.

Call analytics

Call analytics tools help you collect important data on your customer service quality and consumer trends. These features display vital information on the length of your calls, behavioral trends, and the amount of calls received at a given time, among others. Having these insights can help you determine your VoIP performance and ways to improve, boosting caller experience and business productivity.

The call recording tools of most VoIP providers also help companies keep a “call archive” for training and quality assurance purposes. Some systems may even offer cloud storage for a more secure, spacious depository of all customer calls.

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Automated attendant

An auto-attendant does just as its name implies, performing basic call functions (i.e., answering, routing, escalating), streamlining the caller’s experience and relieving the workload of your customer service staff. This feature offers callers with an interactive menu, helping them choose the appropriate extension in a short series of steps. It’s a must-have for all businesses on a VoIP system since it also saves on hiring costs, improves efficiency, and creates an overall more professional image for your business.

Advanced auto-attendants also allow users to customize their phone greetings and route calls to multiple phone numbers — a valuable option for when your business grows in size.

Video conferencing

Video conferencing is a commonly used feature of VoIP systems, allowing businesses to host work meetings completely through online video. Most providers include options for screen sharing, screen drawing, and methods of properly managing all involved parties. As video conferences tend to get muddled and confusing (leading to plenty of miscommunication), proper management tools such as exclusive invites and the ability to mute participants are mandatory for a clean, coherent conference experience.

Video conference features are also helpful for communicating with remote teams or workers; and in cases when a face-to-face client meeting isn’t possible.

Call rerouting

Advanced rerouting tools are a vital VoIP feature, helping boost business productivity and client or customer experience.

Some VoIP providers offer a “call flip” option, allowing users to instantly transfer their call from one device to another without disconnecting their caller. This is especially handy for on-the-go employees who need to switch from a landline to a mobile phone when leaving the office; or when a user’s phone is about to die, requiring them to move their call to a desk phone or other device.

Many VoIP systems also offer a “find me/follow me” call routing feature, which sends your call down a list of available numbers and helps you tend to your caller on the nearest device or most convenient line. This is particularly useful for busy salespeople and company executives.

Instant messaging

Finally, having instant messaging options allow you to maintain convenient, speedy workplace communication when phone calls aren’t possible. Most VoIP systems let users alternatively send and receive text messages among their colleagues and customers, providing another channel for quick, efficient contact.

Communicating through SMS also helps in targeting demographics with a preference for text messaging, rather than phone calls.
Other VoIP systems even offer the advanced feature of transcribing your voicemails to email, providing the convenience of reading, organizing, and searching through important missed messages.

Need a quality VoIP provider?

Every business deserves a quality VoIP system. Netcom Solutions provides Florida-based companies with enterprise-grade VoIP solutions that are cost-efficient, reliable, and easy to set up. Enjoy a more effective, productive workforce — and enquire with us on our services today.

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