When your customers have a problem, they’re not thinking about what channel they should use to reach you. They’re hyper-focused on their problem and how fast you’ll fix it.

Customers expect a lot from you and your agents. They want authentic, personalized interactions. And they want fast results. What’s more, over 75% of consumers expect a consistent experience across channels. But the truth is that 95% of businesses struggle to deliver an omnichannel experience.

This doesn’t need to be the case for your business.

A UCaaS platform combines your communication tools and services in one unified platform to deliver efficient, effective, and omnichannel service. Give your customers a more connected experience and support your team using the right UCaaS platform (not to name drop, but the Broadvoice platform is pretty amazing).

5 Ways Your Business Benefits from UCaaS

Grumpy, unsatisfied customers are expensive. Think about it. A customer has a bad service experience, so they churn. In their frustration, they may write negative reviews and complain to their friends, causing even more damage. Yikes.

Let’s consider the alternative. One study revealed that even a moderate increase in CX can generate an average revenue increase of $823 million in three years for a company with $1 billion in annual revenue.

Need I say more?

And, when you give your CX a little love with the help of a UCaaS solution, you’ll see a few other benefits, too.

1. Improved Responsiveness

UCaaS lets your employees access communication tools from anywhere, at any time. By granting employees more flexibility in their work, your employee satisfaction will increase, and your customers get help faster, too. Major CX boost.

2. Enhanced Personalization

Nearly 80% of consumers say they’re more likely to buy from a brand that provides personalized experiences. UCaaS platforms make it easy to give your customers that personal touch. With features like call recording and analytics, you can get to know your customers on a personal level. Then, you can track preferences and behaviors to tailor communications and services. I promise, your customers will thank you.

3. Scalability and Flexibility

As your business grows, you need systems that scale with you. With a UCaaS solution, you can easily add or remove users, adjust your integrations, add new features — with just one initial investment. This means you can keep up with customer demands and provide quality service and experiences no matter how you evolve.

4. Increased Reliability and Security

Your UCaaS platform should include robust security measures and high reliability. This helps you maintain consistency in your communications and limit service interruptions from downtime or technical issues. You can also promise customers data security, which builds trust.

5. Unified Customer View

UCaaS gives you a unified view of customer interactions across platforms. By integrating your communication channels, agents and sales reps have a cohesive view of each customer’s experience with your brand. You can track each touchpoint in the customer journey to provide targeted service and share information across your team, ensuring fewer internal communication hiccups. When you can access all that info and make it visible, you empower your team to deliver an exceptional customer experience.

Learn how to grow your small business with a UCaaS solution. Check out this blog post.

9 Must-Have UCaaS Features

Don’t miss out on everything UCaaS has to offer. Add these must-have features to your wish list.

1. Auto Attendant

An auto attendant is like a virtual operator who greets incoming callers and routes them to the appropriate department or agent. With an auto attendant, you can give customers immediate attention, cut down your call volume, and reduce wait times.

2. Call Recording

Call recording tools make it easy to ensure quality, enhance training, and improve personalization. You can review call recordings during agent 1:1s to improve performance and ensure compliance or track trends to assess customer preferences.

3. Analytics and Reporting

Data and analytics help track customer trends and behavior. By backing your strategic shifts with data, you can make informed service adjustments and improve decision-making with analytics and clear reporting dashboards.

4. Video conferencing

When things get sticky or complex with a customer, talking face-to-face helps. You can offer a more personalized interaction by adding the visual element of a video conference. Doing so improves engagement and often leads to faster resolutions.

5. Screen Pop

When you integrate your UCaaS solution with your CRM, screen pops can provide agents with customer information as soon as the call is connected. With this context, agents can customize the interaction and make it more personalized and informed.

6. Queue Callback

I don’t know anyone who likes waiting on hold. If you find them, let me know. Waiting on hold in a queue may be the most aggravating thing about reaching out to a business. With queue callback, customers can bypass all this and request a call back when an agent is available. This lets customers go on with their day and reduces frustration.

7. Omnichannel Support

Customers expect to reach you on any channel, whether it’s voice, email, chat, or social media. They also want to know they’ll get a connected customer experience. Prioritize omnichannel functionality in your UCaaS system to ensure customer information is shared across all communication channels and provide seamless support.

8. Integrations

If you’re like me, you use a lot of platforms on a day-to-day basis. Slack, Salesforce, HubSpot, etc., but these digital tools aren’t much help if they’re siloed and disconnected. To keep data flowing between your platforms, ensure your UCaaS solution integrates with the tools your team uses.

9. Collaboration tools

UCaaS is all about unifying your communications. Look for a solution with chat, file sharing, and collaboration tools. These will ensure your team is connected, regardless of location.

We’ve recently revamped our UCaaS mobile app for improved collaboration. Check it out.

3 UCaaS Providers to Consider

Finding the right vendor to partner with is no joke. There are a lot of solid solutions available, but here are three to get you started on your search.

Broadvoice. The b-hive UCaaS platform offers smooth communications for teams and customers alike. Untether your team from their desk phones and empower them to provide more profound customer experiences from a single platform. The platform is also available on mobile, so agents can communicate anywhere from their personal devices. b-hive UCaaS is scalable, flexible, and affordable for teams of all sizes.

RingCentral. Known for its robust feature set and reliability, RingCentral offers extensive integrations and customization options. RingCentral offers video conferencing, call mobility, and an easy-to-use interface.

Nextiva. Focusing on exceptional customer service and easy-to-use features, Nextiva provides excellent collaboration tools, integrations, and omnichannel support. Nextiva’s advanced analytics tools help businesses better understand their customer interactions.

Ready to upgrade to a best-in-class UCaaS platform? Chat with one of our consultants.