How UCaaS Benefits Your Customers
You’re probably already familiar with many of the benefits of upgrading to unified communications as a service (UCaaS), including cost savings, scalability, flexibility and improved security. And don’t forget all of the valuable features: video conferencing, shared workspaces and all-in-one communications formats all translate to productivity gains for businesses.
While even the earliest versions of cloud-based unified communications came with benefits that would trickle down to the customer, there are plenty of advantages that are more directly impacting your customers. Here are a few:
Engagement: When your company implements UCaaS, you’ll find that your team is far more accessible to customers. Employees will have the agility to gather information, see conversation history, and respond quickly to customer requests. Customers will feel more valued and enjoy an overall better customer experience.
Flexibility: With UCaaS, customers communicate with your team based on their preferences, whether that means email, chat, phone call, or messaging. And because UCaaS integrates all formats in a single app, employees can view the conversation history from emails exchanged even as they are chatting on the phone with the customer.
Better, Friendlier Service: Employees with the best tools available tend to be more satisfied. They remain employed with you longer, ensuring that customers enjoy a friendly, informative conversation with your team every time they contact your company.
When you’re ready to explore an upgrade to UCaaS, it can be difficult to sort out the different solutions and providers. Some key elements to look for include:
- Comprehensive Features: The minimum features you should look for include instant messaging, videoconferencing, and screen sharing. Better solutions will offer features like presence, conferencing, chat, collaboration, and support a wide range of mobile devices.
- Reliability and Security Standards: Every UCaaS provider will talk about excellent security and reliability, but you will need to ask for specific numbers. What is the support available if you have downtime or a security breach? Make sure their reliability and security policies and standards are a good fit for your company.
- Integration: When determining the UCaaS solution that will best serve your employees and customers, consider integration and what apps you’ll need UCaaS to work with. Functions like phone, screen sharing, and instant messaging integration are critical, and you may have other apps you want to integrate, such as customer relationship management (CRM).
UCaaS is also heavily reliant on a high-speed, high-performance internet connection, so you may want to explore the possibility of choosing a provider that can bundle UCaaS with software-defined wide area networking (SD-WAN). SD-WAN will improve your UCaaS experience while equipping you to further advance other cloud adoption projects.
If you’re considering a switch to UCaaS, contact us at One Connect. We can help you explore the positive impact UCaaS will have on your customers – and the benefits you’ll experience in-house. One Connect is a valuable partner in your communications upgrade process, from determining your needs and finding the solutions that can best help you meet them to providing ongoing support.