Google Voice for Business: Using Google’s VoIP service for your business

Google Voice for Business: Using Google’s VoIP service for your business

Answering Service / Call Center Support/ Customer Service

The Basic Features of the Free Version of Google Voice

In this article, we are talking about the free consumer version of Voice, which has been around since 2009. In 2019, Google released Voice for Google Workspace, which we will discuss in another article.

Most small business owners find Google Voice when looking for a cheap or free telephone option for their business. Google Voice remains one of the most popular free VoIP options on the market.

We’ve written before about Google Voice and how it isn’t suited for business use.

While the consumer version of the app isn’t recommended for business use, even by Google, many business owners explore the option anyway.

If you’re considering Google Voice, here’s a rundown of the basics:

Google Voice Cost

Voice is free. Any Google account can also create a Voice account and get set up with free calling, texting, and voicemail to the U.S. and Canada.

Numbers

Voice allows you to select a free number from a batch of numbers Google has available in a particular geographic area. So you can get an area code of your choice.

Google doesn’t support 800 numbers or vanity numbers.

If you wish to port in your existing business number and connect it to your Voice account, you can.

You are limited to one number per Voice account, so you can’t create multiple phone numbers and manage them out of the same Google account. If you wanted to manage multiple numbers on the Voice platform, you would need to sign in and out of the Google accounts they are connected to.

Each Voice account is connected to an existing mobile number, and you can’t tie your mobile number to multiple Voice accounts. Google restricts a phone number from being connected to multiple Voice numbers, so you can’t create as many Voice numbers as you want and have them all connect to your cell phone.

Call Handling

Getting a free Google Voice number is one of the most common reasons business owners turn to Google Voice. It protects your personal number and creates a professional number you can use for business contacts.

Voice will forward calls to your business number to the mobile or landline number of your choice. And using the app, you can make outbound calls using the business number from your cell phone, while masking your cell number.

After Hours Calls

Voice allows you to specify the hours that you want calls forwarded to your cell. After hours, calls are sent straight to voicemail.

Texting

The app offers SMS texting, with all messages coming from the Voice number. Records of all text conversations are stored in the Voice platform in a searchable format.

Voicemail

Voicemails are transcribed and can be emailed to you (according to the settings you choose). You can also listen to voicemails in the app and forward them, just as you would on your cell phone.

Contacts

Contacts are stored within the Google account the Voice account is tied to. So if you’re using your personal Google account for your business Voice number, your personal contacts will be commingled with your business contacts.

Reliability

Voice operates primarily over Wifi, though it does use cellular data when wifi isn’t available. That said, the connections are much less stable than you’d want for a business phone service.

Who Google Voice is Good For

The consumer version of Voice is a good option for consumers, but it isn’t recommended for business use – by Google or by us.

The only business situation Google Voice is a good fit for is solopreneurs who use it solely to create a business number that is separate from their personal number.

If your business has multiple employees answering the phone or if you experience high call volume in which reliability and call quality are key, Voice for consumers is inadequate.

If you are a business owner who needs a true answering service solution – meaning calls get answered around the clock – Contact One can help. We provide 24/7 answering services from our offices in sunny Tucson, Arizona, with trained operators in both English and Spanish.

More Small Business Services Articles:

What We’ve Learned About Human Connection – Customer Service Lessons

What We’ve Learned About Human Connection – Customer Service Lessons

Customer Service

Seamless Human Response. We’ve been talking about this at Contact One for years. It’s the reason we exist.

But this year, we’ve also seen how important human connection is.

Throughout this pandemic, and especially as we go into the holiday season, we’ve been grateful to be in the business of connecting people to people.

Here’s what we’ve learned about human connection through our 40 years in the customer service business. We hope some of these tips will help you in your business, as they have in ours.

Most people just want to be heard and understood.

Angry, irate, unreasonable customers – they’re a reality in every business. But most of the time they just want someone to hear their complaint and acknowledge it. There’s a workable solution to 99% of customer complaints, but the only way to get there is to begin with someone listening to the customer and acknowledging their dissatisfaction. Chatbots, text messages, and email won’t help here. Human-to-human voice or video contact is the best way to make an unhappy customer happy.

Tone matters.

Most people can’t correctly interpret tone in written word, especially in emails (though emojis can help). The best way to convey the appropriate tone is by direct phone, video, or in-person interaction.

Talking on the phone is a skill that takes practice.

Many people are uncomfortable talking on the phone these days, so they move to other, less direct ways of communicating – text, email, chat. But, as noted in tips one and two, human-to-human contact is often the best way to be understood, so developing phone skills is critical to good business. We pride ourselves on training our agents to be expert phone conversationalists. Plus they get hours and hours of practice, which is the most important part of skill development.

Technology changes, but people are still people.

Our company has adapted so many times over the years to keep pace with technology. It’s mind-blowing to consider the pace of change over the last 40 years. From cell phones to VoIP, to the widespread use of email and then chat services and texting, we’ve stretched and grown to meet customer needs. But the need that has never changed is the need for human connection.

In 2020, just like in 1980, people still want to speak to other people when they have a problem.

That hasn’t changed, and our guess is that it won’t.

Happy holidays,

Jeff

Press 0 for a representative… maybe

Press 0 for a representative… maybe

Customer Service

I called my bank recently and found that they, like many companies these days, had changed their phone directory so that dialing zero doesn’t immediately send you to customer service. My need didn’t fit into a clearly defined service option, and pressing zero did nothing, so I listened to the automated message a few times and picked the option I thought was most likely to get me to a live human.

The Importance of Speaking to a Representative

(Pro tip – If you need to speak with a human and you can’t get past the automated system, dialing the sales team is a sure-fire way of reaching a person who can then connect you to the correct department.)

Being unable to reach a real person when I just had a quick question was highly annoying. And I thought about the general state of customer service communication these days.

We have found more and more ways to avoid direct conversation with the companies we buy from. We love the ability to email support, leave comments on Facebook for the customer service team, use the website chatbots, and even text about our orders.

But nothing angers us more than being unable to reach a real person when we have a need.

It’s easier to use these tools than to pick up the phone… until we have a real problem, a real hurry, or a real need.

And then the fastest way to solve a real problem is to reach a real person.

This becomes clear anytime you have to listen through an automated menu before reaching a human, like I did with my bank.

Technology helps us do wonderful things.

Our Services

Our team at Contact One does a lot of non-spoken communication for clients. We offer chat service, email support, and online scheduling, but we’re also there when people want to speak to a human.

It isn’t enough to add chat features and email support if customers can’t be helped by a real person when they need it.

A chatbot can’t de-escalate a frustrated customer, and an automated phone system does nothing but further inconvenience an already pressed for time caller.

Are all of the other technological tools supportive of an excellent customer experience? Yes, of course.

But as long as people are people, a human on the other end of the phone will always be the most critical component of customer service.

Cheers,

Jeff

How Outsourcing Answering Services Can Help You Win the New Year

How Outsourcing Answering Services Can Help You Win the New Year

Answering Service / Call Center Support/ Blog/ Contact One News and Updates/ Customer Service/ Professional Services

One of the most common traits of successful business owners is that they know how to delegate. They know that time is money and the only way to focus on more important areas of their business is to hire someone to do the routine tasks.

Answering phone calls is one of the most time-consuming yet vital task in running a business. But if you end up spending 80 percent of your day doing this, eventually, you’ll burn yourself out.

If answering phone calls takes so much of your time, you may consider getting the services of a call center.

Here are some of the ways a call center can help you:

1.It can promptly and professionally take your business calls.

Call center agents are specifically trained to answer phone calls professionally. Depending on what your needs are, these agents can do more than just answering phone calls. They can schedule appointments, take orders, and even provide information to your clients.

2. It can help you boost your sales and minimize losses and lost opportunities.

When companies rely on voicemail as a backup, they can potentially lose a lot of sales opportunities.

Studies have shown that over 50% of customers will not leave a voicemail especially when they are making a purchase. A missed call is a lost opportunity.

Relying on your workforce to do this is oftentimes not enough.

By hiring a call center, you’ll be assured that all clients’ calls are handled professionally. There will be shorter wait times, which can help express a positive image to your customers.

3. It can help you save money.

Hiring another employee to answer your calls can be costly. You will have to train the new employee and provide additional equipment (i.e. desk, chair, etc.). On top of that, you’ll have to set aside a budget for monthly salary, benefits, and off/vacation days. The cost can easily add up.

It’s a more practical solution to get the services of a call center. There’s no need for spending time and money on training as the call center company trains the agents. Plus, these agents can take your calls 24/7, even during the holidays. This is a major bonus especially if you don’t want to lose any sales opportunities any time of the year.

Boost your company’s efficiency and sales this year. Hire a call center!

References:

https://www.practicalecommerce.com/When-Is-It-Time-To-Hire-A-Call-Center

Phone Skills for Flawless Customer Service

Phone Skills for Flawless Customer Service

Blog/ Customer Service

Talking to customers on the phone is not an easy task. When you’re not seeing the face of the person you’re taking to, your message can be easily misinterpreted. This can be tricky especially when your job involves helping customers and ensuring their pleasant experience with your company.

To help you improve your phone conversation with your customers, we have listed the top three skills for a flawless customer service:

Use a positive tone
Having that enthusiastic and attentive tone while talking to the customer can make them feel more comfortable. From greeting to ending the conversation, it’s important to use a positive tone. Even if the customer sounds irritated, you have to maintain that professional, calm, and friendly tone. Doing that can actually help calm an irate customer.

Use your customer’s name
As soon as you get your customer’s name, use it. If you’re unsure on how to pronounce it, ask him/her (they’ll appreciate it). Using your customer’s name during the phone conversation can help your customer feel more at ease. It’s also a way of showing them that they matter.

Finish the conversation on the right note
Before you hang up, make sure the customer understands the information you passed along. It’s also a good gesture to offer information they may need in the future such as numbers to call if they experience certain problems. Ending conversations this way creates lasting positivity.

Rising Trend of Self Service

Rising Trend of Self Service

Blog/ Customer Service

If you’ve been paying attention on existing business practices, you may have noticed the growing popularity of self-service solutions (SSS).

What are self-service solutions?

The birth of self-service solutions has made it possible for businesses to achieve their productivity and efficiency goals. The self-service technology is widely utilized now. In fact, you can find it being used in almost every industry including banking, shopping, and customer service. It comes in various forms including e-support, click-to-callback, self check-outs, and virtual agents, like we have at Contact One in Tucson.

Why is it becoming popular?

There are several reasons why self-service solutions are on the rise today. These include:

Consumers’ preference on uninterrupted interaction
Self-service solutions are empowering customers. It enables them to purchase, request, or trade without direct interaction with a representative of the company they’re dealing with.

Unique customer experience
Businesses who are successful in retaining customers are those who are able to provide them with pleasant and unique experience. Self-service technology enables them to do that. It enables customers in a way that they’re able to learn and utilize available data.

Helps build the customers’ trust
Self-service solutions provide customers with better experience, which in turn, create better reputation for the organization. This creates opportunities for gaining loyal customers.

Make a Good First Impression – Even Over the Phone

Make a Good First Impression – Even Over the Phone

Blog/ Customer Service

Even though a lot of business transactions happen online these days, there’s still a good number of transactions that occur through the phone. This is why it’s important for any business to know proper phone etiquette, and how to make a good impression on the phone.

To help you out, we list the top 5 ways to make a good impression on the phone:

Smile
This may sound silly as the person on the other line can’t see you, but smiling while talking on the phone can make a difference in the tone of your voice and delivery of speech.

Follow the two-ring rule
Every company can come up with their own rule as to how many rings they allow before answering the phone. However, the two-ring rule is ideal. This way, you’re not causing the person on the other end to wait for too long.

Be willing to find solutions
One thing that usually throws off callers is the unwillingness of the person on the other end of the line to find creative solutions to their problems. To make a good first impression with your customer, you have to be willing to go above and beyond to find a solution for their problem.

Focus on the conversation
When you’re in a phone conversation, it’s easy to get distracted and do something else. However, doing this will take away your focus from your client. The client may not see you, but they will eventually notice that you’re distracted and not paying attention.

Add a personal touch
It’s not just how the phone is answered that matters; who answers it matters too. So, if your business wants to leave a good impression on your client over the phone, voicemail is not the way to go.

This is the reason why live answering services are becoming valuable. Having a live person on the other end adds a personal touch to every conversation. By investing in an answering service, you are making your client feel important. It contributes to overall customer satisfaction and creates a positive brand perception.

Why Customers Prefer to Speak with a Real Person

Why Customers Prefer to Speak with a Real Person

Blog/ Customer Service

Even with the advancements in technology, most consumers still prefer human interaction. Over 80 percent of the respondents in a recent study said they prefer human customer service interactions over digital alternatives. Those who received human interaction when dealing with customer service showed a more positive behavior towards the brand in general.

Generally, customers prefer to speak to a real person on the phone because of the following:

It makes the process easier.
Many customers are getting frustrated with lengthy automated messages. In many cases, it can make the transaction longer and unproductive due to the confusing ordeal with automated messages, leading the caller in different directions. By having a live person to deal with the customer’s concerns, the process can be expedited.
It’s more convenient.
One of the biggest problems with automated messages is that it makes it difficult for customers to find what they really want. And if they have additional questions, they need to start the process again. This can be frustrating especially for someone who don’t have the luxury of time to make these calls.

It’s different when a customer deals with a live person. When he/she has questions, he/she can easily bring those up and have an actual conversation with the representative. It makes it easier to get to the bottom of the problem quickly and efficiently.
It creates a more satisfying experience.
When a customer talks to a live representative, it makes him/her feel more understood. This creates a more satisfying experience even if the customer ends up not getting the perfect solution.

If you want to engage your customer more in phone conversations, then it would be smart to switch to a live answering service. Contact One has well-trained live representatives who will take your calls promptly and professionally 24/7.

How a Call Center Can Help Create Customer Loyalty

How a Call Center Can Help Create Customer Loyalty

Blog/ Customer Service

Customer loyalty can be a result of affordable pricing, outstanding experience, convenience, general satisfaction, and connection to a company. However, studies found out that only two out of these five common reasons can lead to true and long-term loyalty from a customer. These are outstanding experience and having a connection to a company.

Even with the convenience of emails and chat support, many customers still prefer a phone conversation with the company’s rep. Aside from the ease of voicing out their concerns or queries, phone conversations, when handled well, can make a customer feel that he/she is valued. Phone conversations also provide that ‘personal touch’ especially if the calls are answered promptly by a real person.

Hiring the Services of a Call Center

Handling customer calls can be a challenge especially if you have limited resources. You are more likely to hand it to someone who is not trained to do the job. This can lead to an overworked staff and dissatisfied customers.

So, what can you do to maintain customer satisfaction without compromising the productivity of your employees? Get the services of a call center.

Benefits of Contracting Call Answering Services

If you get an answering service, you can reap the following benefits, which can eventually lead to customer loyalty:

Prompt and professional service
When you hand the job of answering the calls to an overworked staff, your customers are more likely to receive less than stellar customer service. It would be different if you hire the services of a call center. Reputable companies like Contact One have agents who are trained specifically to do the job. Getting their services will give you a peace of mind, knowing that your customers’ calls are handled professionally.
Provides help and advice
Call center agents can do more than just answering calls. They can also provide help and advice to your customers. And since these people are trained specifically to do the job, they can address your customers’ concerns promptly.
Services are available 24/7
Even if the solution offered is not ideal, customers who receive a prompt response from a company especially in a phone conversation yields to better customer satisfaction. Nothing’s more impressive than a company who does this 24/7.

If you’re working on building customer loyalty, contracting answering services from a reputable call center company is a good start.

Customer Expectations for Phone Interactions

Customer Expectations for Phone Interactions

Blog/ Customer Service

Customer interactions are vital in every business. Whether in-person, through email, or over the phone, the way you or your employees handle that interaction can make or break your business.

When it comes to phone interaction, customers have a certain set of expectations. A thorough understanding of what those expectations are, can help you come up with strategies for improving your customer support.
Below are some of the most common expectations customers have when it comes to phone interaction:

• Personalized interactions
This simply translates to addressing the customer by his/her preferred name and knowing their product or service history with the company. Many customers agree that not having to repeat themselves (including information about themselves) is one factor that affects their experience.

• Being proactive
Providing help even before it’s needed is something customers desire in every customer service-related phone conversation. Customers tend to have a more positive view of a business with proactive employees.

• A quick solution
Whether it’s a product inquiry or a complaint, answering the call and addressing customer needs promptly is always impressive. Most customers are not willing to wait for more than five minutes on hold. If you can’t provide them what they need when they need it, they are more likely to look elsewhere for services.

• Empathic listening
An empathic listener can provide customers with a pleasant customer service experience. Empathic listening is not just hearing what your customer is saying, but also getting into their frame of reference and understanding how they feel.

These things can be learned through training and practice. However, if you don’t have the resources to hire and train a new employee, we can help. Contact One call center in Tucson, Arizona is a company that offers call answering services. Our agents are trained to take your calls promptly and professionally 24 hours a day, 7 days a week.

Call us to find out more how we can help boost your customer’s overall satisfaction.

Google Voice for Business: Using Google’s VoIP service for your business