Voice over Internet Protocol (VoIP) as a telephony solution allows small- and mid-sized businesses (SMBs) to choose between traditional desk phones (hardphones) or software-based devices (softphones). Read on to learn which option best suits your organization’s needs.

What’s a hardphone?

A hardphone functions like a normal phone, but it’s connected to your business’s IP network instead of a telephone line. There’s no learning curve associated with VoIP hardphones and they allow your staff to call anyone worldwide at an affordable price. More advanced hardphones have built-in video displays and touch screens for video calls, eliminating the need for separate equipment for video conferencing.

What’s a softphone?

A softphone is any electronic device that uses a software application that allows users to turn their PCs, laptops, and tablets into phones that can make and receive local and international calls. Softphones let you dial a number on your computer or mobile device and speak through its embedded speakers and microphone or through a headset with a microphone, so you can make and take calls wherever you are.

Which VoIP phone is for you?

When choosing between hardphones and smartphones, consider the following questions:

Are your employees always moving around?
Do they require 24/7 connectivity?
Does your company take pride in offering top-notch customer service?
What’s your IT budget?

Your answers to these questions will determine the type of equipment you need.

Why choose hardphones?

Nothing beats the voice clarity and noise cancellation features of hardphones since they are designed specifically for voice calls, unlike softphones that share power with other programs on a device. They also let you make and receive calls without being disrupted by poor PC performance or malware.

Because you have to purchase actual phones, the initial setup costs for hardphones are greater than those for softphones, but the monthly phone bills are more affordable. Not only that, softphones may be more costly in the long run, as they require separate headphones and microphones that may need to be replaced or maintained frequently.

Why choose softphones?

If your company has a mobile workforce, adopting a softphone solution may be the way to go. Softphones feature call routing, which allows you to divert calls to one or several specified internet-enabled devices, ensuring your clients have 24/7 access to your company. This is most useful in a contact center environment. Transcribed voicemail messages are another helpful feature, as this enables you to receive messages promptly, even if you’re in a meeting or on the road.

Our experts are available 24/7/365 to answer any questions you may have pertaining to VoIP and especially about whether hardphones or softphones are right for you. If you’re interested in upgrading your telephony infrastructure, give us a call today.

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Big data is a phrase that gets thrown around a lot these days, but rarely in conjunction with SMBs. VoIP has often been touted as a way for small businesses to access enterprise-level functionalities, and better access to customer data is one of the many ways to do exactly that. Keep reading for coverage of the best ways to leverage your VoIP data to increase conversions and provide better service to your clients.

Time/Date Data

One source of information that nearly any VoIP system should be able to easily access is time, date and duration of calls. As a small or medium-sized business, you probably work on a tight budget. Properly analyzing this data can be invaluable when deciding how many staff you need on the phones and on what schedule.

For example, you may notice that on Mondays you get a rush of calls in the morning, but by Tuesday afternoon the lines are dead. Just asking your employees when the phones are dead may work, but consider looking for more specific trends to better assign call responsibilities to your staff. You may find that there is a particular combination of time and day that simply doesn’t generate a need for anyone to work the phones.

The more agreeable the person on the other end of the line is, the more likely they are to vote for your company with their dollars. If you’re making outbound calls, pay close attention to when you see the most success. Everyone knows that no one likes to get a call during dinner time, VoIP allows you to take this one step further and find other stress points in your call schedule.

Location Data

Location data is also easy to track and a simple way to make your call strategy more agile. Understanding how purchasing or support habits differ between different locations can improve your marketing, customer service and client retention.

Ask your VoIP service provider about call-routing options so that whoever answers your phones is an expert on the area the caller is from. With the right amount of preparation you can help a client on the other side of the country as if your company was right around the corner, and there are few things as valuable as being helped by a local.

Customer Intelligence

Combining your VoIP services with your Customer Relationship Management (CRM) software opens up entirely new data points. How many times have you called a support line with an issue and have had to explain all of your history with the company? Even if you somehow did win the customer service lottery and got the same representative every time, the chances of them remembering you and your story are slim to none. With proper CRM integration, your VoIP system can route callers to the same service representative every time they call and provide your staff with a detailed support history.

Customer Habits/Personalities

Analyze client call habits and predict how to contact them and offer assistance before they even realize they need it. Does your data show that one of your clients generally calls once a week, but missed last week’s? Give them a call and check up on them.

If you want to really get in the weeds with your data, you can begin to match clients with your service and sales representatives based on ‘personality’ data. Data points like staff’s age, gender and average call time can potentially be used to route customers to the best possible representative.

Product/Service Trends

Whenever possible, tie data to specific products and services in each call and look for the most consistent patterns that result in a successful contact. If you notice that most of the customers that buy your flagship product come back and buy an accessory to it within three months, stop dumping money into marketing the accessory products during the original sale and trust what your data tells you. Follow up in a month and ask if they’re interested in that ancillary product.

You may be thinking that some of these data points were accessible with your legacy systems by simply logging the information separately. Tracking data that way is prone to user error and requires a pre-meditated plan. VoIP services track all of your data, all the time. Your SMB can easily view and analyze up-to-date data in no time. This agility and efficiency can revolutionize how you design your customer interaction strategies.

Do you feel like you could be getting a better ROI from your VoIP services by taking another look at your calling data? It could be as simple as better organizing your usage statistics, or as intricate as installing specialized analytics software. Regardless of how you want to go about it, we’re the ones to do it — contact us today!

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