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A customer calls with a question about billing; how do your route calls and where does this call go? Does your business have a receptionist to direct the call to the right person? Is that person in the office? If not, when should the customer call back? And how long does it take for that customer to finally get an answer to that billing question? If it takes a few tries to get an answer, will that customer come back?
At a typical small office, this scenario may be playing out and the result is customer service that is not as good as the employees think. In which case, it may be time to take a look at a different way to route calls. For instance, here is what this customer’s experience would be like if that same business used the virtual PBX system with call routing offered by RingCentral:
The customer calls and an auto attendant answers the phone. The call is directed to the billing department. If the accounts receivable person is not in the office, the call is forwarded to their cell phone. The question is answered. One hopes the customer then hangs up the phone, happy with the experience, and is willing to do business with the company in the future.
That's the difference call routing can make.
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