Customer service isn’t just a helpful feature for a business to have, it’s essential to grow and maintain profitability. Learn how SMBs can benefit from using a call center and how service providers can help them get one. At the end of the day, everybody wins more business.

1. Give Your SMB Customers a Call Center
and They’ll Bring More Business

2. Why do SMBs need a call
center?
Customer service isn’t just a helpful feature for a business
to have, it’s essential to grow and maintain pro
fi
tability.
Oftentimes, call center providers market their services to
businesses as solutions to large organizations that need
to scale customer care efforts affordably.
By using a Uni
fi
ed Communications platform like VoipNow
that delivers advanced call center features, such
companies can greatly streamline their customer services.
However, small businesses need call centers just as much
as large businesses do.

3. Call center features
SMBs need
While the operations of a small business looks different
from that of a large enterprise, both types of companies
have many overlapping communications needs. As you
adjust your business model and marketing materials to
attract small businesses to your call center services, you
may
fi
nd that it’s easier to onboard these companies than
you realize.
The key is knowing what they need. Here are a few key
features that small businesses need in call centers.

4. Smarter customer service
queues
Today’s customers don’t have the time or patience to wait
on hold for an unlimited amount of time. It’s becoming
more common for companies to adopt strategic
customer service lines to better route customers.
For example, providers can offer the smart queues
available in VoipNow. This way, will enjoy an improved
customer experience with history-based queue routing.
These smart call center feature gives customers back
their time while also increasing the number of problems
solved.

5. IVR (Interactive Voice
Response)
IVR (Interactive Voice Response) is the use of automated
call attendants and other forms of technology to direct
customers to the right department. No caller wants to get
bounced around to multiple departments, they want to
speak with one person who can help them.
By sorting customers into different queues, more people
can get help faster. In turn, this enables SMBs to keep up
with customer support calls without paying someone to
route the calls in-house.

6. Location agnostic agents
Location-agnostic approach means companies allow their
employees to work from anywhere they want, on-site or
remote. Agents do not have to be in the of
fi
ce or directly
connected to the platform. They only need access to a
phone.
Help your SMB customers take advantage of that power
feature! It will enable them to better attract people and
even reduce their overall operational costs. Furthermore,
it will streamline their customer service and improve their
user experience.

7. Advanced reporting
Small businesses tend to be more
fl
exible than large
enterprises. With call reporting, you can tell your
customers where their weaknesses are.
With the Call Queue Reports and Statistics functions
in VoipNow help your customers optimize human
resources and business processes. You could help them
fi
nd answers to questions like:
• Which questions are common?
• What products result in the most problems?
• How many customer support calls do we get daily/
weekly/monthly?

8. Build a package for
SMBs
While an enterprise can bring in a signi
fi
cant amount of
business, small business clients can also help you grow.
SMBs need similar services as larger companies, but they
might not think they can afford or even need a call center.
By creating a call center package exclusively for small
businesses, you can market your company as SMB
friendly. Use these services, from IVR to smart queues, to
attract SMBs and empower them to take advantage of all
powerhouse features VoipNow delivers to its partners and
their customers.

9. Give Your SMB Customers a Call Center
and They’ll Bring More Business