If you are considering replacing your desk phone, Voice over Internet Protocol (VoIP) is one of your best alternatives. All you need is to be connected to the internet to make and receive calls using a business VoIP system.

VoIP is the fastest-growing business communication solution around and for good reason.

It replaces the traditional landline telephone with an advanced and feature-rich phone that establishes calls over the internet. It also enables users to talk to anyone using a mobile phone, laptop, or desk phone. A classic example is “softphones” that enable conferencing over smartphones and conference phones.

Making the Switch 

VoIP vs PBX…which is better for your business? Should you really be replacing your desk phones? Let’s begin with the basics.

PBX

Long before modern chat and collaboration apps came on the scene, all business communication used to happen through a phone system in offices warehoused in a telco room. These rooms were called a private branch exchange (PBX) which were essentially little telephone companies. These used a complex structure of copper wires to transmit signals from the caller to the receiver.

PBX was the pioneer in business-grade, analog phone systems. This traditional telephony system enabled people to have a personal extension to answer phone calls at their desks, check voicemails, put a call on hold, transfer calls, and more.

Over time, the humble PBX evolved into IP-PBX by incorporating VoIP technology.

The IP-PBX could now deliver a broader range of services and more satellite locations — home users, branch offices — by leveraging data and bandwidth of the internet to connect users and offices together.

VoIP

VoIP works by transmitting voice data over the internet and also your office network. A step-by-step breakdown of how a VoIP system works looks like this.

• First, it transforms all analog phone calls into digital signals.
• These digital signals are then converted into IP (Internet Protocol) packets.
• The system then converts these IP packets back into phone signals, which are then received by the phone of the receiver.

VoIP is basically a set of rules and protocols that connects a device (phones) with an IP-PBX, over the LAN (Local Area Network) or the Internet. It uses two different kinds of data packets.

• SIP (Session Initiation Protocol): The point where the call is initiated.
• RTP (Real-Time Transport Protocol): These are small data packets containing the audio files that phones use to make a sound.

Over time, “VoIP phone systems” evolved and added more functionality such as chats, messaging, voice calls, and video conferencing features in an attempt to provide more comprehensive business communication solutions.

They also eliminated the need for purchasing and maintaining an in-house PBX system. Today, VoIP technology-backed web phones have become the backbone of business phone systems that enables businesses with some of the most advanced features in calling, making it an apt alternative to the traditional PBX.

Web Phone vs. Desk Phone

• Call Delivery: The main difference between a desk phone (traditional PBX) and a web phone (VoIP enabled) is in the way they connect people on calls.
  • Web phones deliver calls via the internet, whereas desk phones (traditional PBX) deliver calls via physically connected circuits and phone lines.
• Features: Traditional desk phones and web phones really have no comparison when it comes to features.
  • VoIP-enabled web phones are equipped with the latest technology and multiple options for communicating, for both internal and external business communication needs.
  • Desk phones have a pretty limited feature set.
• Flexibility and Integration: Web phones can easily be integrated with other important systems a business is using whereas a desk phone can’t exactly do the same.
  • Besides, web phones do not require in-house IT support and maintenance.
  • This also gives employees the flexibility to work and make/receive calls from anywhere which is not the case with desk phones.

Why Replace Desk Phones with Web Phones?

Integration with Business Apps

In today’s digitized environment, different business systems cannot work in isolation.

VoIP-enabled web phones enable you to integrate your phone system with software that your business is already using. This is not possible in the case of desk phones.

When switching to a web phone, take a demo to see how these integrations work. You may already be using a CRM, calendaring tool, or other software which you may want to integrate with your phone system.

• Most web phones have salesforce integration features that enable agents to take calls from the sales dashboard itself.
• To efficiently handle heavy call volumes and conference calls (internal and external), integrating your phone system with Google or Outlook calendar can make scheduling meetings a breeze.
  • These smartphone solutions have the ability to automatically update an agent’s status by syncing with their work calendar.
  • This way, other teammates know when a particular team member is available and when busy.

The Rise of the Remote Workforce

Do you as an organization follow a hybrid or remote work culture? Does a sizable percentage of your staff work remotely? It is high time you make a switch to web phones.

The web phone or VoIP technology has been designed to make calls from anywhere making it an ideal fit for your remote team. It enables remote workers to use an office phone number from their laptop or personal smartphones, as long as they have strong and stable bandwidth and internet connection.

Scalability

For a company with a limited budget for technology, no expansion plans, and no hybrid/remote work strategy sticking to desk phones may still work.

However, the hassle of maintaining the PBX system and an in-house IT support team will still be there. What’s more, the lack of ability of traditional systems to integrate with your other technology stack can lead to a significant loss of business.

For a company with plans to grow the team in the near future, using a web phone will likely make more sense.

Web phones provide you with the flexibility to easily scale up or down in terms of phone lines and users as and when you expand your team or downsize it. Contact centers and call centers especially stand to benefit from VoIP technology. These advanced feature-rich phones can give a serious boost in handling high call volumes, identifying, and analyzing patterns in customer calls.

‘Web Phones’ to Consider to Replace ‘Desk Phones’

It’s clear that web phones are clearly a win-win to address modern business communication needs. Now, choosing the one that best fits your requirements is the next step. The market is flooded with various options when it comes to web phones. We have put together our top picks for you to consider.

1. Tragofone

Tragofone is essentially a VoIP softphone app that can be installed on a mobile phone, laptop/desktop, or basically any device your employee is comfortable with. This particular web phone tops our list because of the host of features it offers. It makes it an ideal match for any business that works in the hybrid or remote mode.

• It features a versatile dialer app that enables employees to use the business VoIP number on their personal devices.
• Backed by WebRTC technology it is fairly easy to use. Employees can open it in a web browser they are familiar with to make and receive calls.
• Tragofone is both iOS and Android friendly.
• The advanced feature set comprises call routing, call monitoring, call logging, chat/messaging, fax management, employee directory, and more.
• Other features such as auto-provisioning and white-labeling are an added bonus.

2. FireRTC

FireRTC is a free calling web phone that runs within a browser using  WebRTC technology. The technology eliminates the need to install or buy any add-ons.

FireRTC offers free calling to the PSTN in the U.S., Canada, and Puerto Rico. It also provides users with background information about the person or business they are speaking with.

With features like call recording, this is one of the best web phones available. The FireRTC app is available in the Chrome Webstore.

3. OnSIP Desktop App

The OnSIP Desktop App does not require any downloads or plug-ins. Likewise, it runs seamlessly on Windows and Mac operating systems on both Chrome and Firefox web browsers. Similarly, it also enables users to make voice or video calls at the click of a button. The desktop app is equipped to make calls to:

• PSTN;
• extension dial;
• SIP-to-SIP calls; and
• video calls with compatible devices.

The OnSIP desktop app has been designed keeping in mind the requirements of a call/contact center and is an ideal replacement for desk phones.

It enables both the sales and customer support teams to utilize calling and monitoring features. Additionally, it enables remote workers/mobile staff to log into the app and connect with the company’s phone system. The video call feature enables employees to better assist customers using visual cues.

4. Zoiper

The Zoiper web phone’s ability to integrate your website and web app make it a strong contender as one of the best in the category.

Zoiper web is compatible with all popular browsers like Internet Explorer, Firefox, Safari, Chrome, and Opera on the Windows operating system. Zoiper has the unique ability to discover the browser and install the appropriate plugin.

The web phone enables a user to do unlimited concurrent calls to an unlimited number of users. It boasts of features such as call hold and call transfer. Getting a  license for Zoiper may be a good idea if embedding a fully functional phone on your website or web app is your business requirement. This makes it easy for customers to reach you directly from your website or app.

5. FluentCloud Web Phone

The FluentCloud web phone is a Google Chrome add-on that is compatible with ChromeBook computers, laptops, and desktops.

This device enables users to make and receive calls, messages, chat, check voicemails, read online fax, and more all using a single interface.

FluentCloud web phone has a paid subscription plan which gives the users access to a cloud-based all-inclusive business phone system.

6. Twilio

Twilio web phone enables a user to use a web browser to make phone calls. However, like the other web phones listed here, Twilio’s browser phone is not an enterprise-grade solution and requires a user to install an add-on manually in a terminal window. Additionally, the phone has the capability to call PSTNs, extensions, and SIP endpoints.

Web phones clearly equip businesses with more features when compared to old-school desk phones. Likewise, their ability to work seamlessly across multiple devices and the capability to let employees work from anywhere is something surely to consider in today’s fast-changing remote work culture. The sky’s the limit with these new-age web phones.

The post 6 Web Phone Options That Can Replace a Desk Phone appeared first on SmallBizTechnology.

• The chances of selling products/services to a new customer are only 5-20% whereas the odds of selling additional products/services to an existing customer are approximately 60-70%.

With loyalty program management, companies can retain and make repeat sales to existing customers. Loyalty management is a powerful strategy that uses various tools and tactics. Companies use these tools to gain, engage, and maintain customers. A well-organized and executed loyalty program is beneficial for both companies and customers.

Loyalty programs are often not considered an important part of the overall customer experience. However, they can help build strong relationships and loyalty. According to one report, approximately 75% of adults in the U.S. belong to at least one loyalty program. A survey by KPMG revealed that a loyalty program encourages 80% of millennials to spend more with a brand. Roughly 78% said that they would switch to another brand if they get a better offer. 85% of people loyal to a brand said they would recommend it to their friends and family members.

Well-executed loyalty programs can prevent customers from straying to other brands. They are effective at retaining customers and also augment the lifetime value of your regulars by offering incentives to make more purchases. Loyalty programs provide added recurring revenue to the company and improve overall customer satisfaction through various offers, rewards, and perks, resulting in a superior experience.

Three Ways to Enhance Customer Experience via Loyalty Programs

Listed below are three of the most effective ways to manage a customer loyalty program.

1. Personalization provides the key.

Businesses can use relevant information about their customers in their loyalty programs. This helps deliver personalized experiences throughout the customer journey. Customer details and preferences can help businesses better incentivize their customers. It’s important to note that customers tend to react well to a personalized approach. Personalizing a loyalty program can make it far more powerful.

It’s likely that personalization will make a customer feel more satisfied — about eight times more — with your offer. Tailored products and services enhance business by targeting a customer’s attention. Businesses can provide only the most relevant offers to their customers even if they don’t provide all the details upfront.

Personalization is made possible by tracking order history, search history, location, current service subscriptions, and so forth. Showing customers that their individual preferences and requirements are important to your business can make a big difference. It can enhance the relationship with your company and make your loyalty program successful.

2. Streamline the buying process.

Any effective customer loyalty program must be able to ease the entire buying process. Most loyalty programs collect only essential information, even the payment details. This allows customers to purchase quickly, without a lengthy checkout process.

Nowadays, many businesses use customizable apps to enhance customer experience. These apps allow customers to buy any product and pay immediately without waiting in a queue. Since the system has all the essential details about the customers, it eliminates the obstacles that can slow down a seamless transaction.

3. Implement creative ways to engage and delight customers.

Finding effective ways to engage and delight customers is another important factor in building customer loyalty. Rewards such as free shipping, early access to new products, coupons, discounts, gifts, and added benefits make customers willing to pay extra to be a part of a loyalty program. The rewards or offers should encourage customers to repeat purchases and also make them likely to recommend the product/service to others.

With loyalty program management, companies can engage and delight existing customers. To create customer excitement, brands can make the buying process as well as the contacting process easier for their customers. This can be achieved by paying attention to the devices as well as channels customers use to reach out to a particular brand. Brands can use new tactics as part of their loyalty program to set themselves apart from the competition.

Setting Up a Loyalty Program Is Easier Than Ever Nowadays

Technology has filtered down such that small businesses can set up loyalty programs just as effective as those of large corporations.

Owing to their benefits, more and more companies of all sizes are implementing loyalty programs. When executed carefully, loyalty programs can bring great results for just about any company. They lead to higher sales and improved brand identity. In all, a successful loyalty program can drive significant value and growth for a business.

The post The Role of Loyalty Programs in Augmenting the Customer Experience appeared first on SmallBizTechnology.

Brand loyal customers are the real asset of a company. Businesses across the globe are investing good capital in building a brand loyal customer base. In fact, the brand community is a great way to attract, nurture, and increase brand loyal customers for a business.

Use these brand community groups made up of your most influential customers to boost your overall marketing strategy. The community will help you to retain your best customers and attract new ones via word-of-mouth and other essential data. And, that’s why more and more businesses are identifying the most interesting ways to build brand communities and attract consumers.

How do you build a brand community?

If you are struggling around the concept of brand loyalty and how to build one, we’ve got you covered. Building a brand community should be a systematic, strategic approach for successful outcomes.

This article focuses on the top five ways to build a brand community and why it is essential. 

#1. Target special interest of customers

When you are building a brand community, it is essential to foster the particular interest of customers. For instance, identify your business’s most popular product and allow members to access the product with certain points. Many loyalty management platforms offer reward points to access special products and meet people with similar interests. 

When you cater to the customers on the products of their interest, they feel more valued and are willing to engage with others. Hence, identify the special interest of the customer and group them together and encourage them to interact and build a positive brand image. 

#2. Create and foster online spaces

In today’s digital time, there are multiple platforms available to connect with brand loyal customers and build a community of the customers. For example, you can use social media channels to build a group of customers who make frequent purchases with your business. 

The digital space allows many opportunities for the group members to meet, communicate, and share thoughts about the brand. As the brand loyal customers engage with each other and with your business, they will provide helpful information about enhancing and improving your business.

#3. Promote content

This is one of the great ways to build a brand community and keep the customers engaged with your business. When you give valuable and informative information to the customers, they find another reason to stay connected.

You can publish the content through a blog or email and let the customers communicate with each other. For this, you can invite customers to contribute their thoughts via informative content.

#4. Cultivate a value-driven presence on social platforms.

Social media platforms help you engage with brand-loyal customers. Here you can easily group them and create a group of members to foster brand community. Also, you can share content and encourage the customers to interact with the posts.

In simple terms, social media increases the possibility to expand an online business presence while building a community around your company.

#5. Offer a Chat Group for specific members.

A members-only chat group allows members an opportunity to discuss new products, give reviews, and share industry secrets. Here, you can also label each customer’s membership and engagement level within their profile. A loyalty management platform like LoyaltyXpert is the best way to profile customers. It will help you to track and monitor real-time user preferences, trends, and behaviors.

If you introduce a loyalty program, it will also help in getting brand loyal customers. And, you can encourage them to participate in community groups and strengthen the brand community. Building brand community is essential for businesses that want to retain more brand loyal customers.

Why is building a brand community important?

A brand community is essential to gather the brand advocates and strengthen the loyal customer base. The members of the group communicate with each other by sharing the reviews and experiences of a product or service to create a positive brand image. The communication in the community group helps in attracting new customers as well. More precisely, here are some important reasons that insist upon building brand community;

• Brand community boosts loyalty programs where the members earn and burn rewards.
• Members of your exclusive community will motivate others to engage with your business offerings.
• Exclusive brand communities ease influencers and build relationships with each other.
• Selective brand communities help you accumulate vital data.
• Membership programs like customer loyalty can deepen customer relationships.
• Increase the efficiency of your other marketing initiatives.

All in all, building a brand community is imperative for businesses that want to sustain market competition by acquiring a large base of brand-loyal customers. Undoubtedly, brand communities will be helpful if they have built the right ways. Depend on the industry you serve and the requirements of your business, and you should select the ways smartly. However, selecting the above mentioned ways are all-time preferred. You can also link a loyalty program with one or more ways of building community and encourage your potential customers to enjoy value added perks along with the purchase.

The post Here’s How To Build a Brand Community appeared first on SmallBizTechnology.

Currently, this marketing method is shaded by social media dominance. The capability of this type of marketing campaign is often ignored by marketers. Of course, social media can boost your marketing strategies and give the results you wanted. However, marketing via email can produce instant results for your business in comparison to the social networks.

Want to know how? Check out these eight reasons why marketing through email is better than social media:

1. Personalization for improved outcomes

Email messages can be personalized more than a social media post. They allow you to easily segment audiences and send them personalized messages with more specific outcomes with CTAs.

2. Segments messages to boost conversions

You can easily slice and dice your mailing list per your strategic actions based on their prior actions. Details about the emails open and links they click let you use that behavior in segmenting the audience further. This should lead to better conversion rates.

On the other hand, social media will only give you some control in demographic targeting. It’s also troublesome to track at the individual level. Even though some social media channels allow demographic segmentation, none will work like email marketing.

3. Email builds relationships and credibility

People wish to do business with those they know, admire and trust. Email offers a direct connection to the customer, making it more personal rather than social media marketing. Customers can also quickly connect with you in case of questions or concerns via email.

Also, the personal appreciation messages you send will strengthen customer relationships and open the doorways for more future business.

4. Customers favor email for promotional messages

You can send promotional offers via email based on customers’ shopping patterns with this type of marketing. Rather than just sending a generalized promotional offer, you can embrace that opportunity to send special offers for the products and services customers are interested in. Besides, you can run a permission-based promotional campaign to improve sales and keep the customers attracted to your business.

5. Email reaches more mobile consumers

Undoubtedly, the number of smartphone users increases daily. Many of them check and respond to email on their phone. Unlike building an app or SMS marketing, email marketing does not require small businesses to invest a significant amount in new technology or various software.

6. Email is more cost-efficient

Email is an inexpensive way to reach people interested in hearing from you and regularly communicate with them. Plus, whether you want to run a marketing campaign or send promotional offers, it’s relatively cheaper than advertising on social media platforms. If you can get better results at an affordable price with email, why would you spend more?

7. Seamless integration with other marketing tactics

Another top advantage of marketing through email for small businesses is that it blends well with other marketing tools. Companies can craft emails to reach a variety of goals and promote a number of other campaigns.

For instance, you can combine email marketing with a CRM system. If you are running a precise campaign and want to measure analytics, marketing through email works. On the contrary, you have to be dependent on the network you choose for social media and the facility they provide.

8. Own your email list

With your own email list, you have a direct route to potential customers and interact with them. Also, everything you communicate with them is under your control, unlike other platforms. More specifically, you need to make communications with the target audience as per the social media network’s rules, regulations, and features they provide.

Reasons to make email part of your marketing strategy include:

• Email efficiently drives more traffic to your company website

• Email helps in generating higher ROI

• It can be an effective tool to generate brand awareness

• Emails improve customers’ engagement easily and quickly

• Marketing via email is useful for testing the various strategies

If you make email part of your marketing strategy, you will have a lot more benefits than choosing social media. The most common advantages of marketing through email include owning an email list, most personalized and one-to-one communication, inexpensive, audience segmentation, and much more.

Whether to choose marketing through social media or email, it should be your decision. Nonetheless, when you want to increase brand awareness, boost sales, or retain brand-loyal customers, the power of marketing through email should not be overlooked.

The post 8 Reasons Why Email Marketing Is Better Than Social Media appeared first on SmallBizTechnology.