Leading executives, managers, and experts from SMBs and large enterprises share their insights and perspectives with bMighty on a host of IT issues, challenges, and opportunities that small and midsize businesses face.
Great customer service can be costly, but it doesn't have to be with the latest generation of hosted communications tools that allow growing businesses to match or exceed the customer care offered by large enterprises.
Holding on to the customers you have is almost always cheaper than acquiring new ones. Providing those customers with high-quality service helps build loyalty and keeps them coming back. The catch is that first-class customer service doesn't come cheap. But according to Speakeasy president and CEO Bruce Chatterley, enterprise-class communications tools are now within reach for small and midsize companies. He sees the phone system as the front door for most growing businesses and believes that using integrated communications systems to support customer care can offer smaller businesses competitive advantage and increase profit margins.
bMighty: How can improving customer service help growing businesses?
Bruce Chatterley: It's all about staying connected with customers and giving them more options to connect with you. For instance, a small real estate company [and Speakeasy customer], Ballast Realty, has a mobile workforce and in order to compete and give better customer service, it needs to allow its customers to always be able to reach them. It wanted that as a competitive advantage. It used a VoIP system to improve connectivity with its customers and it implemented a feature that routs calls to other lines. This improved business.
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