A Web-Based Admin Portal Will Help You Successfully Administer Your Cloud Phone System

You may be in the process of searching for your business's very first phone system. Or perhaps you've decided to take advantage of the cloud and replace your on-premise phone system with a hosted one.

Whatever the reason, one of the must-have features you're looking for is an administrative portal that allows for easy set up and maintenance of your business's phone service.

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Topics: Business Technology, Office Management

Unique Ways to Use Cloud Phone System Features

If you're already using a cloud phone system, or are in the process of researching them, you certainly know about the long list of features, abilities, and integrations that they offer.

But besides utilizing auto attendants, conference bridges, and call queues, how else can you use a cloud phone system to meet your business needs?

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Topics: SMB Leadership, Business Technology

Offer Your Callers the Choice of Video... and Be Prepared to Answer Them

In the previous post, we outlined some of the best use cases for video-enabled customer service; applications that require a special level of trust and reassurance, like telehealth monitoring, financial services/tax prep, and tutoring.

We'd go a step further and note that even certain e-commerce scenarios -- those whose products or services are complex or costly -- are helped by look-me-in-the-eye customer service. This is something e-commerce merchants can test for themselves, using Google Analytics and correlating call-me or video-call-me button-click events with purchases and sales totals.

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Topics: SMB Leadership, Business Technology

Are You Still Doing Work That a Cloud Phone System Can Do for You?

Today's cloud phone systems do much more than just direct calls and light up buttons on a desk phone. Addressing rapidly changing business needs, their service platforms offer: voice and video calling, mobile communications, IM/chat, video conferencing, integrations with CRM and help desk software, screensharing, SMS...the list goes on and on.

Considering the fact that cloud phone systems provide all of these productivity-boosting features, ask yourself an important question: Are you doing work that your phone system can handle?

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Topics: SMB Leadership, Business Technology, Office Management

The Case for Video Customer Service: When Should Your Agents Show Their Faces?

In 2018 we will start to see more businesses adopt video calling as part of their omni-channel customer service. Should yours be one of them?

Given that a) most laptops are equipped with cameras nowadays, b) even desktop computers typically sport add-on webcams, and c) most callers have video-ready bandwidth, this is not a decision that calls for capital investment. At least not for OnSIP queued-calling customers, for whom inbound video call distribution is a mere drop-down choice, along with voice-only. The right question is, is yours a business that should encourage callers to communicate with video as well as voice?

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Topics: SMB Leadership, Business Technology

5 Reasons Why Customer Support Managers Should Use Call Queue Dashboards

Call queue dashboards provide managers and supervisors with detailed views of their inbound call queues. These dashboards display current and historical information on calling activity and call agent performance.

Call queue dashboards can be particularly valuable for managers of customer support and customer success teams. By reviewing the comprehensive data found there, managers will gain important insights into their customer support operations. They can then use that knowledge to make decisions that benefit callers, call agents, and the business as a whole.

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Topics: Business Technology, Office Management

Use OnSIP to Address Changing Business Communication Needs

"I don't think my business needs a phone system right now."

It's a surprising statement that sometimes comes up in conversations our sales reps have with tech companies and startups. They may use Slack and Google Hangouts for internal communication and collaboration along with personal smartphones for external calling.

But think about how your business will grow in the future. While you may not want the hassle that comes with managing an in-house phone system (and rightly so), you'll need a more professional way to connect with customers, clients, and vendors other than just giving out cell numbers.

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Topics: SMB Leadership, Business Technology

Why It's Necessary to Update Your Phone's Firmware

Remember the twentieth-century business phone? It had light-up buttons for different lines, and you could transfer calls if you knew the right flash-hook-and-button sequence, but that phone was dumb. It had virtually no brains or memory. No screens, caller ID, directories or call logs.

Many years passed; the rotary dial went the way of Fischer-Price, and business phones got smart. Some features we learned to love: Bluetooth headsets, busy lights, speed dials, directories, call logs, and speaker settings, not to mention high-definition phone quality. Some were functions, like transfer, that LED screens finally made easy enough to use.

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Topics: SMB Leadership, Business Technology

Why You Should Be Using Softphones Instead of Desk Phones at Your Business

Remote working has been on the rise in recent years: a Gallup survey conducted in 2017 reported that "43 percent of employed Americans said they spent at least some time working remotely," a four percentage point increase since 2012.

What tools are available to support this new way of working? After all, a physical desk phone that sits in the office won't help an employee who is offsite for the day.

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Topics: SMB Leadership, Business Technology, Office Management

Affordable and Flexible Phone Systems for Churches

Central Baptist Church, located in central Illinois, has two separate campuses and a mobile staff of full-time and part-time employees. Josh Sabo, the Lead Pastor, needed a phone system for his church that could unify the dispersed staff no matter where they are working on any given day.

Finding OnSIP through a Google search, he was drawn to the service due to our customizable platform and affordable pricing plan. He and his staff now use our softphone app on their computers and laptops to connect with each other even when they are away from the parish office.

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Topics: SMB Leadership, Business Technology