Why Spending Money On A New Communications System Can Save Your Company Money And Keep Your Customers Happy.

by Matthew Frank - Inside Sales Rep at MAC Source Communications

Old phone systems are the worst to deal with.  I call people all day to try and sell them new products such as next generation firewalls, video conferencing equipment, wireless routers or access points and even new phone systems.  When I call into a company and I hear a phone system that is more than 5 years old, it annoys, angers and frustrates me all at the same time.  This is because most companies don't think about this simple peice of communication that to be honest, can help you gain or lost customers in a blink of an eye.

If you have an older phone system for your business, think how it affects you and your customers.  A customer calls in, hears a recording, and is stuck in directory hell.  They have to go through 6 or 7 prompts before they can get to a secretary or somone who answers for them.  Its annoying, frustrating, and can cause the customer to hang up and not want to call back.  Now, your probably thinking "well my company has online support 24/7 and we have e-mail support as well, so its not a big deal."  Actually it is.  How many people actually use the online support or e-mail?  Honestly.  And Trust me, I have used live online support through multiple companies, and I find it to be less helpful at times.

Many people, such as my parents who are not particularly tech savvy (mom if you are reading this, its true, and dad, if you are reading this, when did you learn to use the computer?) are used to picking up the phone and calling into companies.  They don't want to e-mail or use live tech support.  They don't care about how many live support reps you have online or that you will get back to them in 24-48 hours.  The phone is instant, and they want to talk to someone live and hear a voice.  Being stuck in directory hell is not fun for them, and I've seen them and their friends more then once return a product and buy a competitors because it was easier to get through to that other company.

Basically, what I am saying is, if you have an older system, upgrade it.  It may seem like its a big expense, but in reality, its a one time thing every few years.  If you think about it, the cost to upgrade your system is a lot less then losing customers to another competitor because of a simple phone directory or older system where you can't get through to someone.

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