This new feature gives customers the ability to have periodic queue activity summaries sent directly to inboxes of your choosing. Scheduling these reports for specified recipients is a convenient way to keep track of queue performance data- not to mention saving you time in the process.
Posted by Kevin Bartley at 12:37 PM EDT
Posted by Kevin Bartley at 02:58 PM EDT
OnSIP CEO Mike Oeth continues to answer at least one support call per day to stay in touch with what our customers think
Our Customer Success Team's performance metrics continued to impress last month according to Zendesk:
- Average first reply time dropped from 2.1 hours to 1 hour
- Customer satisfaction rate increased from 98.6% to 98.8%
- One-touch resolution jumped from 32.7% to 33.5%
Customer satisfaction is important. Poor customer service costs American companies about $41 billion per year in lost revenue. On the other hand, 69% of Americans would recommend a company to a friend after a positive customer experience.
Posted by Kevin Bartley at 02:27 PM EDT
According to a study by CNN, 70 percent of callers who are on hold in silence hang up within 60 seconds. Of them, 35 percent won't call back.
Silence, it seems, is deadly when it comes to sales and support calls.
That's why we're happy to announce that you can now use MP3s and other external files to power your Music On Hold streams. We want to give you a variety of options to keep your callers entertained as they patiently wait for service.
Posted by Kevin Bartley at 09:57 AM EDT
15 percent of callers are likely to hang up after waiting 40 seconds on hold, according to a recent industry study. And when you consider that 7 out of 10 callers are placed on hold when they call a business, you might wonder— what can businesses do to improve the on hold experience?
We thought, why not entertain your callers— with YouTube videos?
Posted by Kevin Bartley at 09:10 AM EDT
On Monday night, our Customer Success team took home the Bronze Stevie Award at the American Business Awards Ceremony for the Customer Service Team of the Year - Computer Software category. Larry Browne, our Director of Customer Success, was on hand at the Fairmont Millennium Park Hotel in Chicago to receive the award.
“Creating relationships with customers is every bit as important as working with them to solve their issues,” said Larry. “We build trust with customers. They know when they call, they’re going to get the answer they need, and we work to make it as pleasant an experience as possible. Many customers are surprised the first time they call that we answer so quickly and think we have a much larger team. I love talking with people and assisting them with their issues— big or small. Every day is a series of new challenges.”
Posted by James Criscuolo at 04:47 PM EDT
OnSIP is developed on open source software, and we are proponents of open source projects. One open source project that is beloved at OnSIP is FreeSWITCH. Many of the great business telephony features we offer today are built using it. (One example is our latest Smart Queue feature).
FreeSWITCH was conceived during a discussion between several open source leaders with a goal to improve the state of existing Internet telephony options. That meeting/event was named ClueCon, which has become a leading annual telephony and VoIP developers conference.
Posted by Kevin Bartley at 03:26 PM EDT
The Queue Dashboard gives admins a complete overview of Smart Queues directly from InstaPhone
We're happy to announce that Smart Queues are officially out of Beta. To mark the occasion, we've added a Remote Log In/Log Out feature to our Smart Queues. The Queue Dashboard in InstaPhone will now allow Queue Supervisors to log individual agents in or out of a given queue, rather than having the agent manually enter in numerical codes from their phone.
"As a Sales manager, it's vitally important for me to be able to monitor our Inbound Sales Queue," said Director of Sales Tim Cleves. "I can track call volume and assess the need to add more Sales agents quickly as the situation warrants. Being able to log agents in and out of the Sales queue remotely provides additional functionality and flexibility to manage queues better. Also, salespeople are only human and they can sometimes forget to log themselves in and out of the queues, so I can now do it for them!"
Posted by Kevin Bartley at 10:58 AM EDT
The Tax Authority specializes in preparing Federal and State tax returns across the United States. Focusing on individuals and businesses within Sierra Vista, Arizona, The Tax Authority has over 14 years of experience in achieving tax and investment goals. A recent OnSIP customer in 2015, The Tax Authority currently claims 8 hosted PBX users, and remains an example of how small businesses can implement some of our latest features, such as the InstaCall solution. We spoke to Lyle Cantrell, President of The Tax Authority, to get his take on the OnSIP experience.
Posted by Will at 03:19 PM EDT
Last week, we attended the WebRTC World Conference and Expo in Miami. We were excited to be a Gold Sponsor for the Expo, and we were thrilled to be a part of the bustling dialogue of the event. It was a great experience, an opportunity to meet developers using OnSIP developer accounts and SIP.js in their applications, and also a chance to discuss, at length, new and controversial topics in WebRTC.
Between CTO John Riordan's keynote and my three scheduled talks, it was already a busy agenda. One of my favorite sessions, though, turned out to be one of the last. The description was pointed, asking if SIP is a boon to WebRTC, or if it is instead holding us back from achieving the full potential of real time communications on the Web.
Posted by Kevin Bartley at 02:05 PM EDT
A multi-line deskphone is a staple in today’s business world— in fact, the high-end business phones on the market offer 4+ lines right on the interface. On a typical desk phone, multi-line functionality allows an office worker to manage multiple calls, but it also can enable a receptionist to receive calls that were made to more than one phone number or destination. We’re excited to have upgraded InstaPhone this week to provide multi-line capability.