10 Questions To Ask Yourself When Picking A Salesforce Telephony Integration
5 min
They said the phone was dead. But in the US and UK, 41% consumers still prefer telephone calls when contacting customer service (Stella Connect, 2021).
Not only that, but rapid development in technology and massive digitization since COVID-19 means phone systems are better than ever. A good phone system will add huge value to your business, enhance your customer’s experience, lower your handling times, automize many of the day-to-day tasks and, ultimately, improve your bottom line. Read: 8 Ways VoIP integration can empower your business.
In fact, small businesses that switch to VoIP can cut telephony costs by half, according to Multicom. Yet many business owners are still not aware of the benefits. If you’re reading this, you’re already a step ahead.
Taking the next step, however, can be quite daunting. There is so much on offer, how can you know which phone system is right for your business? Read on to find out.
Whether you are looking for a brand-new system to start out or whether you want to upgrade, there are many things to consider. Here are some questions to start you off.
1. How big is your team/task force?
The first thing you need to consider is the size of your team, as different phone systems cater to different sizes and some are better at scaling up than others. Find out whether your potential providers offer a package that is appropriate for the scale of your business. If you are expecting to expand your operations in the not-too-distant future then make sure you assess the scalability too.
2. Where is your team based?
Some communication platforms are controllable from any device – on the go and all around the world. Others aren’t. Think about where your team will be based when dealing with customers. Will they be in the office, working from home, out and about, or a mixture of all three? Some packages allow your team to operate using the devices they already own and love. In which case, you may be able to add a business line and virtual phone system to your personal phone. In fact, it may even be a requirement with some packages to use existing phones on the go.
This won't suit every business model so think carefully about where your team will be and what will best suit your needs.
3. Where are your customers?
It’s not only the location of your team you need to think about. You need to consider the location of your customers. Do you need to make global calls? Not every package will include international calls, so be careful when choosing. Some providers allow you to add a global calling service on. PhoneIQ comes with global calling as standard.
4. How easy is it to install your new phone system?
Many systems integrate easily with Salesforce. Some are even designed for seamless cooperation between the two using automated digital technology such as APIs. Some packages may be complicated to set-up and require reconfiguration. Some packages can be ready to use in as little as three minutes. If time is tight, this may be an important consideration.
5. How user friendly is the User Interface?
Once you’ve got your new system up and running, will it be straightforward and easy to understand or will you need training? Packages with more complicated features may provide training. On the other hand, some packages can operate through your existing UI. It is important to look at how the new system integrates into your overall approach and it shouldn’t feel like an added extra. Businesses using phone systems which are integrated as part of their overall CX design decrease response times by 42%.
6. What do you want your phone system to do?
Working out how you need your phone system to operate is crucial when choosing your package and will make the difference between optimal performance and a complete headache. Once you’ve worked out what you need, then you can look at the features of the different packages. The features that are on offer include chat messaging, video calling, break out rooms, automatic transcription, live chat, agenda management features, a toll-free number and more.
Some platforms are even designed specifically for certain business types such as finance, digital marketing or sales. These phone systems will have specific built-in features and functionality to streamline overall performance.
7. What features does the system already have?
If the needs of your business don’t fit those models entirely, don’t worry. Many systems offer customizable packages. Perhaps you want to customize your branding or some applications? What about the reports? Consider how well the phone system already aligns with the particular needs of your company. For example, 65% of small businesses say conference calling is one of the top VoIP features that improve productivity. Think about what extras you need to optimize your package.
8. What do other users say?
If yours is a small business, what do other small businesses like yours think of the platform you are considering? A quick search will reveal an array of reviews and information. After all, there’s no point investing in a system best suited to an international team with multiple users if it’s just you, working alone from home. A business software comparison site such as G2 that provides user reviews can help to inform your decision.
9. How reliable is the service?
You don’t want to lose that crucial customer due to poor call quality. Check out the stats for each package and look for information about call quality, uptime and outages. Check the 4 Ways to ensure VoIP quality at the office or remote.
10. How much do you want to spend?
Last but not least, you need to work out how much the phone system will cost you. Obviously, a good system will improve the overall performance of your company and save you money over the long run. But you need to know what the initial outlay will be. How much will the customizable features stack up to on a monthly or annual subscription or individual billing? You don’t want any nasty surprises, so make sure you obtain this info upfront.
Summary
There’s no question that there are many great systems out there which vary in price and application considerably. Understanding the needs of your organization is important at the best of times, but absolutely crucial when it comes to investing in a package like a phone system.
- Once you’ve worked out your particular needs, the right phone system will:
- Increase sales
- Save time and resources
- Improve data transparency
- Enable better customer service
- Improve employee satisfaction
- Maximize voice quality
In short, taking the time to choose carefully will enhance your business, lead to happier customers, happier workforce and a happier bottom line. So make sure to follow the Best Criteria for Selecting a Phone System for Salesforce, it will pay off before you know it.
If you’re looking for a high-performing phone system and contact center solution that integrates seamlessly with Salesforce, then look no further than PhoneIQ. Try it for free today.
