Sound Amazing!

There are a number of ways in which companies try to impress customers.

A gaudy, illuminated sign over a shop window, for instance, lets everyone in the street know where they are.

Or an expensive reception desk, in a polished wood carved from the heart of an endangered tree somewhere.

But there is an option a lot of companies miss. It is simple, and probably applies to more companies than an expensive sign or over-priced teak desk. Certainly to more office-based companies, without much footfall from the public, which is far more likely to interact with customers on the phone, rather than those who walk in. This option is within your phone system itself. Or should be.

First Impressions

The question is – how to impress your customers when they phone your company?

To answer this, let’s take a step back for a moment. Think about two different scenarios.

In the first, you have called a major national chain. You phone a nice, easy to remember number. Your call goes through, and you first hear some music. This is followed by a nice message telling you of all the services they provide, and any awards they have won. An educated voice tells you nice things about the company in calm, reassuring tones. You then go through to the company’s IVR menu, asking which department you wish to speak to and giving the appropriate button to push on your keypad. You push button one for sales, or two for accounts, and your call is directed to the appropriate person.

Now let’s look at the second scenario. In this one, you have called a local tradesman. You dial on the only number you can find for him, which is his mobile. You either get through, in which case he will answer in his standard phone answering voice (bearing in mind he won’t know who is calling, and he could be expecting a call from his Mum). If he doesn’t answer, you hear a standard voicemail message provided by his mobile phone Provider.

From a Customer Point of View

Placing yourself in the shoes of a customer in these two scenarios, it is immediately obvious that one creates a significantly better impression than the other. One sounds professional, well produced and reassuring. You have the image of a large company in mind, one which can help, which is well organised. A company which is established and trustworthy.

The other scenario doesn’t give quite the same impression. You called a generic mobile number, which could belong to anyone. The number wasn’t a local or national code, and wasn’t memorable. Some guy answered with ‘Hello’, but could equally have said ‘Hi Mum’ if he had been expecting her to call. Or if he didn’t answer, then you heard a generic voicemail message that you’ve probably heard a hundred times before. It certainly didn’t encourage you to leave a message or talk to the company in question.

It doesn’t matter if you wish to discuss an invoice, place an order or discuss Christmas presents (if you actually are his Mum).

Using First Impressions to Your Advantage

Now we get to the surprising bit. With a VoIP service, you can place your customer calls in the ‘Scenario One’ bracket. Even if you are a local tradesman with no departments (sales, accounts or otherwise). You might not have any other staff, but you can at least have a nice, memorable number, with an area code local to your customers. You can have a professionally recorded message, read by a voice artist, giving interesting and relevant facts about your company. You can emphasise what makes you special, and highlight any achievements or awards. Or you can include a relevant message based on season, or holidays, or national events.

Even if you have no staff, the customer doesn’t necessarily need to know. They don’t need to know that all the button pushes go to one person working from home. As far as their first impression is concerned, they have heard your company message, a nice voice giving some interesting messages, and have now selected the appropriate department to talk to.

So which do you think makes the better impression?

Contact us to find out how we can help you sound amazing.

The Top Three Concerns People Have Over Moving to VoIP

Many people are considering the move to VoIP, but as with any unknown there can be some concerns.

As a VoIP Provider dealing with the business end of the market, we recognise that not all our customers or potential customers will have the same level of knowledge or passion for the subject as ourselves.

After dealing with many customers wishing to move, but holding back due to a perceived doubt or concern, we decided to compile a list of those which have been most frequently raised.


Concern #1: Inability To Retain Existing Numbers

The most raised concern we hear relates to retaining existing phone numbers. People are often concerned that they will lose phone numbers which they have had for years.


Number Porting. The process termed ‘Porting’ allows numbers to be moved from any Provider to any other Provider. The process is regulated at a national level by the industry overseeing body (Ofcom).

This alleviates any concerns regarding retaining a number. The Porting process ensures that existing customer-facing numbers, or in fact any numbers the customer wishes to retain, can be moved with the minimum of effort.

The overseeing body also offers the re-assurance of having recourse should anything untoward happen.

If, for instance, the customers existing Provider should decide to cancel numbers when the contract is ceased, then the customer has the overseer on-hand to fight their corner.


Concern #2: Service Quality

The second most raised concern relates to service quality. To a surprisingly large number of people, VoIP relates only to a well-known proprietary system. Said system is not renowned for its quality, and this perception has overflowed (perhaps stained would be a better word) the VoIP industry in general.


Not all VoIP Providers focus on the consumer end of the market. A reputable business-grade Provider, with appropriate infrastructure and investment, can give a communications service with call quality far superior to any available previously.


Concern #3: 999 Emergency Access

A lot of people are worried about 999 Emergency Access. Many people are under the impression that, because VoIP means phone calls from the internet, there is no way to connect a caller or phone to a physical location.


Again, this is another concern we can easily alleviate. By choosing a reputable Provider 999 Emergency Access can be easily provided, in exactly the same way as a traditional landline. We recommend that all potential customers looking for a VoIP service ALWAYS check that this feature is available before signing up.


We have a handy Whitepaper which walks you through the process of evaluating potential VoIP Providers. Just ask and we’ll be happy to send this out.

To discuss any concerns you may have, just get in touch.

To see the infrastructure behind the scenes that powers SureVoIP see here.