Voice Wars: Return Of The Humans

July 24, 2020

In the iconic movie that inspired the title of this blog, Luke Skywalker battles evil Jabba the Hut and cruel Darth Vader to save his comrades in the Rebel Alliance and triumph over the Galactic Empire. 
That has really nothing to do with what I’m about to write about but I felt I should at least make mention of it seeing that I blatantly used their title for extra clicks. 
Instead, what I wanted to write about was the transition we have started to see back towards that age old customer service winner of being able to speak to a human when you bother to call a company that you have either purchased something from or are wanting to understand a little more detail of their service offering. 
See, in the past years we’ve seen a trend of companies making it harder and harder to actually speak to a staff member in preference of pushing them to websites, instant message chats, offshore call centres, answering services or (gulp) make them navigate around an impossible auto-attendant queue in the hope they give up and do one of the first few options. 
From a cost saving perspective it might make sense, everyone understands it’s cheaper to have a glossy website and keep it updated vs putting  bums on seats. But, the problem with this is that it does distance you from your customers which over time makes them more susceptible to joining the Dark Side, I mean, your competitors.  
To this point with the current war on voice or Voice Wars as it will now forever be known, we are starting to see a return of the human. That’s right, Hans Solo has professed his love for Princess laya, requested the assistance of Chewy, R2-D2 and the rest of the Ewoks and decided that once again they will pick up the calls of their customers. 
The catch is that all these guys still want to be able to work from every corner of the universe at hours that suit them, pffft… Somethings will never change no matter what galaxy you’re part of. 
This is where you need a robust voice solution in place that is capable of being easily changable whilst not covering the businesses ears with any unnecessary coils of hair. (Unfortunately Princess laya didn’t make it past probation)  
Dialpad functions as the gateway for business to interact with you customers whilst maintaining the flexibility for your staff with some simple but super sexy features: 
1.       Anywhere – answer any call anywhere with one number reach by seamlessly swapping between your PC, desk phone or mobile application 
2.       Anyone – as it links with your 0365 or Gsuite directory you can easily search for colleagues to assist with call handling  
3.       Anytime – easily set up answer groups across multiple platforms to cover remote workers or offices to cover different time zones. If this isn’t an option there are call handling functions like voicemail to email   
Please reach out to one of the friendly Untangled staff about how this can be easily implemented for your business today.  

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