The Fixers - Optimizing User Experience

by Derek Coté

“The first requirement for an exemplary user experience is to meet the exact needs of the customer, without fuss or bother.”

- Nielsen Norman Group (remember Don Norman, usability engineer at Apple?)

Paying attention to User Experience will benefit your customers and ultimately deliver results for your company.

User Experience (UX) is defined as the overall experience a person has when using a product, such as a phone system, with importance placed on how easy and satisfying a product is to use. Therefore, UX is not established singularly. A consistent User Experience requires the seamless integration of all your services and systems, including engineering, marketing, graphic design, and interactive design. How your customer interfaces with your company online, in person and on the phone all play into the comprehensive UX of your company and your brand.

Here The Fixers talk about managing the UX of incoming calls so your callers can still experience your brand if and when they need to be on hold.

Leverage Voice Tools to Provide Exception Caller Experience

When your customers call, they usually need something. They may be having an issue that needs resolution, or they may need technical advice. Whatever the case, they want to be attended to, they want to be routed to the right person and they want results, fast. You need to make the experience as painless and comfortable as possible. You want them to have a positive experience with your organization.

Hosted VoIP Solutions provide flexibility and customization, which promote positive caller UX. Auto attendants and call queues allow calls to be automatically routed when a call cannot be answered. Of course, general incoming calls should never go answered during regular business hours. Missed calls = lost revenue.

Always be mindful of the value of a caller’s time. A simple audit of your communications strategy can reveal weak points in the process of quickly routing callers to exactly where they need to go. If you have to put a caller on hold, consider using the Advertising-on-Hold feature. This is an invaluable tool that allows callers to have an experience with your company and your brand. Advertising-on-Hold can be used to provide:

– Useful information about your company

– Options for self-help

– Info about new or improved products and services

– News about upcoming promotions and events

If you’re experiencing issues with caller UX, Ringfree can help. We work with all kinds of businesses, large and small, to help them communicate clearly with their customers every single day. With features like Auto Attendant, Advertising-on-Hold, and Call Queues, hosted VoIP solutions can promote caller’s UX with your company and your brand.

The Fixers is a 90-second video series that addresses simple, yet common, oversights in setting up your VoIP system. With the proper optimizations in place, VoIP systems are highly capable of boosting productivity and enhancing user experience.

Learn how to improve your company’s UX
with a hosted VoIP solution