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2015 Business Phone System Buyers' Report: Why Switch from PBX to Hosted VoIP and Cloud Phone Systems

If you're thinking about buying a new business phone system , here's your guide! Sometimes knowing what factors prompt other businesses to switch can help in your decision. This report from Software Advice is a wealth of information on Most Wanted Features and Applications, Top Pain Points, Buyers by Industry and so much more. With all the different options available for business communications (i.e. on-premises Private Branch Exchange (PBX), on-premises IP PBX and Hosted VoIP and Cloud UC systems), it can get overwhelming. Let this navigate you through all the reasons to upgrade to a hosted VoIP or Cloud phone system.

If you get nothing else from this report, know this: the PHONE still reigns supreme over all other communications. Yes, people are increasingly using web-based channels like email, social media and online chat to connect with your customer support team, but at the end of the day their phone interactions with your business dominate their perceptions.

 In other words, if you don't do a good job with your auto attendant - the automated menu that lets callers self-select where their call is routed - then you're likely to lose their business.

Daniel Harris, Market Research Associate at Software Advice, a VoIP software reviews website, gives more insight:

Our survey asked a population of U.S. consumers about how they would respond to a bad experience with a local business’s auto attendant. These findings suggest that auto attendants are a vitally important customer-facing element of business phone systems, particularly for local businesses.

  • Strikingly, 42% of our sample says that they would take their business elsewhere.
  • Only 7% says that they would email the business.
  • Moreover, only 20% says that they’ll look for info on the company’s website if they can’t use the auto attendant, which is less than half of the percentage of respondents who would simply take their business elsewhere.

We asked consumers about their top pain points with using auto attendants in order to identify the key elements of good auto attendant design. The top pain points among the consumers in our sample are long introductions (cited by 29%) and too many menu options (cited by 28%). In order to arrive at guidelines concerning how to avoid these pain points, we analyzed a sample of 45 small business auto attendants to track metrics on average introduction length, menu length and number of menu options.

  • More than half (58%) of the introductions in our sample are under three seconds long.
  • Only 9% provide branding statements regarding their businesses in auto attendant introductions.
  • Additionally, overall menu length rarely exceeds 40 seconds (only 24% of the businesses in our sample had longer introductions).
  • We also found that very few small business auto attendants include more than 8 options - only 6% of the auto attendants in our sample extended beyond this number.
  • The lion’s share of auto attendants clustered between 4 and 5 options (42% of our sample).

I hope this guide helps you make a more informed decision about what type of communication system is right for your business. Remember, you typically only have one chance to make a good impression on your customers and prospects, so make sure that the phone system you choose gives your business a professional, polished image. If you want to view the full report from Software Advice, click here. If you're wondering how Broadview can help, learn more about our Cloud phone system.

About Emily Swartz

As the Social Community Manager at Broadview Networks, I enjoy sharing valuable content across all our social platforms. I particularly love writing for our blog because it gives me the opportunity to share tangible advice on how businesses can leverage technology to gain competitive advantages, control costs, provide superior service, and ultimately improve their bottom line. Find me on Google+

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