Customer service is so important that consumers are willing to pay a premium for it. In many cases, though, it’s often not enough that you have a pleasing personality. You need to deliver fast and reliable information. Therefore, you should have the right communication system.
The question is which should it be? You do have a variety of options.
PABX stands for private automatic branch exchange. It is a calling system with an automated switch box. It works this way: When a lead or customer makes a call, they have the option to press a specific number. It can be a local extension or a private one. The device then reroutes the call immediately. It is similar to PBX, although this one is already legacy. It requires an operator to work.
It is the best setup for a growing business. You may already have specific departments, such as sales, accounts, or customer support. It may have a higher initial cost. But systems such as IP PBX in the Philippines can be cheaper in the long run. It is scalable and it requires less maintenance. It is also easy to upgrade or integrate into an existing communication system.
VoIP means voice over Internet protocol. In layman’s term, it is a voice communication system that uses the Internet service. A perfect example is Skype. This option is excellent for people who are always on the go. It usually involves only an app you can install on your mobile phone or laptop. It can also provide flexible plans, so you spend just what you can afford.
In the Philippine setting, the biggest downside is its dependency on high-speed Internet. Although it increases per year, it still lags way behind its Asian neighbors. It ranked 74th out of the 77 countries tested for 4G connectivity.
Meanwhile, a 2014 McKinsey and Company study revealed almost 63 million Filipinos don’t have access to the Internet.
The most ubiquitous tool for office communication is a landline. In the Philippines, it can be affordable since companies can bundle it with broadband or fiber Internet. Some may even include a mobile plan. Landlines are excellent for a one-person team or a company with only a few employees. They may also be perfect for those concerned about security.
Certainly, growing businesses may need to abandon or shift to a more flexible type of communication at some point. A landline cannot handle a higher volume of calls, which can mean missed sales opportunities for the business. A growing number of Filipinos are also using their mobile device as their primary mode of communication. Calling landlines doesn’t come cheap for them.
Messaging applications allow anyone to communicate with businesses as long as they have an Internet connection. Its most significant benefits are accessibility and affordability. For the likes of Instagram or Facebook, they’re free.
On the downside, they’re not the most secure form of communication. There’s no option available to encrypt conversations or calls. They can also be proprietary and limited. For example, only those who have Facebook pages or profiles can take advantage of the tool.
There are pros and cons for each option. Your choice relies on what matters most to you. When in doubt, ask yourself which will provide the best service to your customers.