GHM Communications > News > Blog > User tips: How can your Cloud Telephony improve Customer Experience? 

User tips: How can your Cloud Telephony improve Customer Experience? 

Posted by: Jo Love
Category: Blog, Hosted Phone System, Oxfordshire telecoms, Tips and advice

Our cloud-based telephony can simplify and enhance customer communications, plus enable teams to work from anywhere. Whether you are considering moving all communication to the cloud or you already have our hosted system and want to get more out of it, here’s an overview of just some of the features and solutions you might not be aware of (some may need your license to be tweaked but many features are already included).

What are your customer challenges? 

Understanding customer challenges is a good starting point. Below are examples of customer behaviour and preferences that you might be facing:

  • Customers want to get through to the right person the first time for their enquiry to be dealt with quickly.
  • They want a personalised experience.
  • They want the option to use voice, email, and webchat.
  • They want to receive an SMS – showing confirmations of appointments, deliveries, and details from their calls.
  • They don’t want to be in a long queue. At the very least, they want to know their position.
  • And would preferably opt for an automated call back.

What features can I add/use to solve the challenges? 


This function supplies customers with multiple options for getting in touch – email, web chat, and outbound SMS. Read a recent blog here for more info.

Automated Call Back

Ideal for Contact Centres, the feature will ensure customers don’t have to wait in a queue.

Skills-Based Routing & Comprehensive Announcements

Poor queue and call management can mean lost sales and customer complaints. Consider adding queue announcements to let customers know how long it will take to get through. It will keep customers informed at every step of their interaction.

Live Wallboard

Live wallboards with Cloud Telephony can show how many customers are waiting in the queue. It will also allow supervisors to show team performance too. Because it is cloud-based, employees can also work anywhere.

Integrate with your CRM

Integrated Customer Relationship Management (CRM) is perfect for contact centres or any business that makes and accepts regular calls from customers. For further information, read this recent blog.

Ultimately, it means happier customers with more choices and flexibility in making contact. It also greatly benefits the business, with more efficient and less stressed staff who can provide that ultimate high-level customer experience. It saves time and money too. Get in touch with our service desk on 01865 367111 for a full breakdown of your existing user features and how to access any add-on features to get the most out of your system.

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