Every business needs to be available to answer calls from customers. Whether employees are busy on another line, away from their desk or off the clock, missed calls can lead to lost sales and customer dissatisfaction.
A virtual business number with features like call screening, auto-replies and SMS/MMS messaging streamlines call management. Local, toll-free and easy-to-remember vanity numbers are also a must.
Caller ID
Caller ID is an essential feature that elevates your business. It allows you to show a company name or individual name when calling someone on a business phone number, which lets people know that it is a professional call and not something suspicious. Adding your company name and address to your Caller ID helps boost connect rates by showing recipients that your calls are legitimate. Additionally, it provides transparency that encourages them to prioritize your calls over robocalls and scammers. With dynamic caller ID, you can display a local or toll-free number per call depending on your call campaign and target audiences. Dialpad’s CNAM (Customer Name) is available on the company, department, and individual user levels to ensure that your callers always display a recognizable company name. Unlike static CNAM, this feature is flexible and easy to update from your online dashboard.
Call Routing
Another must-have feature is call routing, a way to get calls to the right people at the right time. It’s a key feature for businesses with high call volumes or teams that need to manage the customer experience.
Your callers will hear a recorded greeting, such as “Press 1 for Sales” or “For Billing Press 2,” with the option to select a department or employee from a list of options. This simple, easy-to-use system helps eliminate long wait times for customers and provides a seamless, professional caller experience. You can choose from several call routing rules, such as fixed order, where each call is directed to the first available agent. Another option is skill-based routing, which routes the call to the agent with the most expertise. You can also set up rotary routing, which bounces the ring back and forth between your agents until the correct person answers it. You can also route calls to specific lines, offices, or employees based on the time of day. When you get business phone numbers, it gives your company credibility, uplifts brand image and offers augmented work-life balance.
Voicemail to Text
Voicemail to text is an easy-to-use feature that turns your business voicemail messages into readable, searchable texts. This helps you get important information promptly when you’re busy or on the go, rather than dialing your business phone number and listening to lengthy messages. Using this feature, you can access your voicemail messages via your web panel and read them as though they were emails or SMS. This streamlines the traditional voicemail experience and helps you respond to customers and prospects faster by eliminating the need to listen and take notes from long voice recordings. The benefit of this feature is its ability to save your team time and improve productivity by allowing them to share transcribed voicemails with other team members without the need to play the entire message over the phone. This is especially helpful for remote workers, who can quickly check and reply to a statement from anywhere.
Call Recording
Managing phone communication is crucial for any business, especially when customers and clients call in. Having systems in place to constantly track how satisfied your customers are, any recurring problems and the strengths and weaknesses of your representatives is crucial for delivering top-notch customer service. Call recording is essential, allowing you to listen to call data and determine how well your team is performing. It can help you catch and address problems like misunderstandings and inaccurate data entry, which can lead to costly errors that impact customer experience. A good call recording feature will have a customizable option to record your calls by default. The account owner and users with granted permissions can modify the setting in your Flow.