{"id":424882,"date":"2020-08-13T07:41:49","date_gmt":"2020-08-13T05:41:49","guid":{"rendered":"https:\/\/businesstech.co.za\/news\/?p=424882"},"modified":"2020-08-13T07:59:57","modified_gmt":"2020-08-13T05:59:57","slug":"no-phone-is-no-excuse-you-have-to-be-where-your-customers-want-to-talk-to-you","status":"publish","type":"post","link":"https:\/\/businesstech.co.za\/news\/industry-news\/424882\/no-phone-is-no-excuse-you-have-to-be-where-your-customers-want-to-talk-to-you\/","title":{"rendered":"No phone is no excuse – You have to be where your customers want to talk to you"},"content":{"rendered":"

By John Woollam, CEO, Euphoria Telecom<\/a><\/strong><\/em><\/p>\n

The rapid lockdown sent many companies scrambling to set up operations remotely, and left their customers hanging – on the telephone.<\/p>\n

Taking an omni-channel approach to customer service is certainly critical, but many people would rather pick up the phone when they want something from a service provider. And outdated technology has left too many South African consumers unable to do so.<\/p>\n

If your business telephone solution cannot flex to be available whenever and wherever – you have a problem.<\/p>\n

A 2019 survey<\/a><\/strong> conducted by Longitude showed that 54% percent of customers prefer to speak to a live human, while 34% would change providers if they were unable to speak to someone.<\/p>\n

A further 21% said they would change providers if they could not find a customer service telephone number.<\/p>\n

Yet many South African companies have business numbers that are tied to their physical offices, and have gone unanswered for months as the lockdown has continued.<\/p>\n

This means they are relying on other customer support channels to service orders and support queries – irrespective of what their customers prefer.<\/p>\n

Whether you are a B2C or B2B company, your customers want to know they can reach you over the channel that suits them best. Euphoria Telecom\u2019s customer support teams have handled some 7,000-odd tickets since 1 April.<\/p>\n

Most of these enquiries related to customers suddenly needing a Remote Working<\/a><\/strong> solution that offers comprehensive Workforce Management features. More than half of these queries were resolved on the the first call.<\/p>\n

This is due to the efficiency of Euphoria\u2019s industry-leading business telephone solution, which is accessible to both our people and our customers seamlessly.<\/p>\n

In fact, our customers probably haven\u2019t even noticed we\u2019ve been running largely remotely since the end of March.<\/p>\n

Euphoria\u2019s cost-effective solution includes a digital receptionist<\/a><\/strong>, which will direct calls faultlessly to your teams onsite and remotely. Your teams can work with VoIP handsets, or use our browser phone<\/a><\/strong>, or our mobile app<\/a>.<\/p>\n

Cloud-based PBXs offer a multitude of benefits – beyond just being accessible anywhere – and help you bring a human touch to all of your customer engagements<\/a><\/strong>.<\/p>\n

If your customers are still hearing nothing but a ringing phone on the other end of the line – maybe it\u2019s time you called us, and gave them the answer they\u2019re after.<\/p>\n","protected":false},"excerpt":{"rendered":"

The rapid lockdown sent many companies scrambling to set up operations remotely, and left their customers hanging – on the telephone.<\/p>\n","protected":false},"author":57,"featured_media":424890,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[10459],"tags":[13243],"class_list":["post-424882","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-industry-news","tag-euphoria"],"_links":{"self":[{"href":"https:\/\/businesstech.co.za\/news\/wp-json\/wp\/v2\/posts\/424882","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/businesstech.co.za\/news\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/businesstech.co.za\/news\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/businesstech.co.za\/news\/wp-json\/wp\/v2\/users\/57"}],"replies":[{"embeddable":true,"href":"https:\/\/businesstech.co.za\/news\/wp-json\/wp\/v2\/comments?post=424882"}],"version-history":[{"count":3,"href":"https:\/\/businesstech.co.za\/news\/wp-json\/wp\/v2\/posts\/424882\/revisions"}],"predecessor-version":[{"id":424904,"href":"https:\/\/businesstech.co.za\/news\/wp-json\/wp\/v2\/posts\/424882\/revisions\/424904"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/businesstech.co.za\/news\/wp-json\/wp\/v2\/media\/424890"}],"wp:attachment":[{"href":"https:\/\/businesstech.co.za\/news\/wp-json\/wp\/v2\/media?parent=424882"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/businesstech.co.za\/news\/wp-json\/wp\/v2\/categories?post=424882"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/businesstech.co.za\/news\/wp-json\/wp\/v2\/tags?post=424882"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}