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Virtual Numbers: The Answer To Your SMB's New Year's Resolutions For Customer Service

Posted by Erica Berry

Jan 27, 2016 4:00:00 AM

We're off to a new year and as a small business owner you might be making some New Years’ resolutions – spend less, save more, start that Facebook page you’ve been thinking about and, of course, improve your customer service. Something you might consider is introducing virtual numbers, which can enhance your customer service capabilities as well as save you money.

A virtual number is a telephone number that routes directly to your mobile or any phone line of your choice. Virtual numbers, which can be toll free or local, allow you and your employees to manage calls professionally and most systems (including Cloud Phone!) let you add users, extensions, or numbers as your business grows. Sounds good, right? 


Here are a few ways virtual numbers, and all the perks that come with them, can help your SMB provide exceptional customer service this year:

Communicate From Anywhere

Virtual numbers connect your incoming business calls to your staff wherever they may be, on any device, making it easy to stay in touch whether they're at their desk or heading to an important meeting. You can also have calls routed to multiple employees simultaneously to ensure they’re always answered.

Professional Auto Attendant

Once reserved for fancy enterprise phone systems, auto attendants are now also available with virtual numbers. An auto attendant helps direct callers to the correct staff member or department and gives the professional touch of an office receptionist, without taking up the time or resources of your busy staff. The call menu is customizable and can give your callers options like Press 1 for Sales, Press 2 for Support or can route to associate lines. If you or your team members can’t answer the phone, don’t worry, there’s a feature for that, too… just keep reading! 

Easy Access to Messages

Sometimes getting back to voicemails can take a while, or never, which is really bad for customer service scores. With some virtual numbers providers (like Cloud Phone), all incoming voicemails are automatically transcribed and sent to your email, which means not only you can listen to your voicemail from your inbox, but you can also access the voice and text file from your desktop or laptop so you can listen and read at your convenience – in a meeting or on-the-go. Plus, with messages delivered to your email, it’s easy to look up, save, delete and reference old messages.

Convenient Communication – Local or 800 Numbers

By choosing a phone number that best suits your clientele, you’re starting off on the right foot towards your resolution to provide exceptional customer service. If you run a business that works primarily or entirely in one geographic area, providing a local contact number is not only good for your image as a local business, but is also a way for those who still use landlines to call your office for free. Or, if you do business nation-wide, an 800 number will give your business a bigger feel, and let your customers know you’re legit and ready to serve them – no matter where they (or you) are.

From your number(s) to your extension list to individual employee voicemail boxes, all aspects of virtual numbers are customizable – and the key to great customer service is keeping your customers’ needs in mind when setting up your business phone system. With all the options available, virtual numbers can help you keep your New Year's resolutions when it comes to customer service and also keeping costs down (since with virtual numbers, there’s no equipment to buy and you only pay for what you need.)

What New Year's resolutions did you make in regards to your SMB? Share your stories in the comments here or on our social media pages - Facebook, Twitter, LinkedIn, and Google+.

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Topics: Cloud Phone, Virtual Phone System