“We want to increase sales. Where do we look?” It’s a question we hear often. While the answer can vary depending on the size, location and capabilities of the solution provider asking, there’s one answer that’s almost always correct: focus on business outcomes.
As you examine your line card and solution set, look for ways to improve the end-user experience and improve business outcomes. For example, video, chat and collaboration tools can make your customers more productive, increase worker engagement and reduce the cost of doing business, leading to greater profitability and success for your customers.
Unfortunately, many VoIP and unified communications (UC) providers focus on delivering voice solutions and not video, chat and other collaboration tools. The ironic thing is, these areas where solution providers seem to stay away from are the areas that can have the greatest impact on the user experience. Therefore, it’s time to sell more than voice technologies.
We’ve seen time and again that solution providers who don’t use video themselves think it’s useless—until they use it and then they can’t live without it. The same will go for your customers. Compared to pure voice calls, video provides a much higher level of engagement. Consider conference calls, where it’s sometimes difficult to participate because you aren’t sure who’s speaking or who wants to add something to the conversation. With video, it’s easier to have everyone participate. Additionally, remote workers can feel much more engaged when they can put faces to voices.
Chat and collaboration tools
By implementing chat and collaboration tools, you can greatly improve the way your customers work. Given that chat is real time, as opposed to email, it offers a more immediate way to communicate. Channels can be established by department, location and even project, giving users the ability to keep communications siloed and archived. Additionally, cloud integrations allow users to easily embed and share assets with team members. Finally, everything is easily searchable.
Many workers are no longer tied to their desks but still need to be involved. Taking voice, video and chat and allowing customers to use them anytime, anywhere, on any device is a critical way to increase engagement and improve the user experience.
In the past, mobile functionality was often poorly designed and implemented by the vendors. Within the past 18 months, there have been significant improvements. Today, mobile apps have the same look and feel of desktop apps, creating a seamless and effortless user experience.
Solution providers have told us that the main detractor to moving beyond voice into these other areas is the level of talent needed to install and support. Things have changed. You no longer need a lot of specialized knowledge to install and support video. Technologies have improved to make things much easier and cloud-based solutions further simplify things. In short, there’s only your preconceived notions separating you from offering your customers solutions that can greatly impact their daily experiences.