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The sales landscape is constantly changing and adapting to prospect preferences. That’s where inbound sales come in.

In this post, we will explore the fundamentals of inbound sales, why this strategy is important for businesses, and effective strategies to increase inbound sales. Whether you’re new to the concept or looking to enhance your existing sales approach, this guide will provide valuable insights to help you navigate the world of inbound sales and drive meaningful results for your business.

• What is Inbound Sales?
• Why Should Inbound Sales Matter to Businesses? [Benefits]
• Inbound vs Outbound Sales
• Reviewing the Buyer’s Journey
• 4 Stages of Inbound Selling
• 6 Ways to Increase Inbound Sales

What is Inbound Sales?

The term “inbound sales” refers to a sales approach that focuses on attracting and engaging potential customers through various marketing and communication channels.

The inbound sales cycle typically occurs when interested parties reach out to your business expressing interest in your products or services. Here, prospects take the first step and begin the selling process, instead of your sales team.

But, this doesn’t mean your business sits back, waiting for warm leads to pop up.

In fact, a big part of inbound sales involves attracting potential customers using digital marketing strategies. And this is true whether you’re a B2C or B2B sales team. These types of marketing efforts typically focus on:

• Creating relevant, valuable content
• Generating leads
• Qualifying and nurturing leads
• Establishing trust and strong relationships with prospects
• Meeting the customer’s needs
• Providing tailored solutions and so on.

Note that an effective digital marketing strategy is meant to nurture inbound leads and guide prospects through the buyer’s journey. And the overall goal, of course, is to drive conversions and close sales.

An example of the inbound sales process:

A customer searching for a project management tool discovers your services through an ad, social media, or a blog post. After that, they’ll conduct research to see if your product fits their needs by viewing videos, reading case studies, and signing up for a demo. Your teams then call them to set up the demo and personalize the solution to their needs. As the prospect becomes more familiar with your brand and sees the value of your solution, they’ll reach the decision stage where they are ready to purchase.

This way inbound sales and lead generation work across marketing platforms and communication channels. Popular communication channels for inbound sales include:

• Inbound calls
• Social media
• Live chat
• “Contact Us” forms, etc.

Why Should Inbound Sales Matter to Businesses? [Benefits]

If you’re still wondering why inbound sales matter, here are the benefits of implementing this sales strategy:

1. Attract Qualified Leads

Creating valuable, targeted content that draws visitors to your website helps you attract leads who are genuinely interested in your services. And this means they are more likely to convert into paying customers.

2. Increase Conversion Rates and Sales

Understanding your audience’s pain points and challenges allows you to target them in your content and, more importantly, explain how prospects can solve them with your services. This not only gives inbound sales a more personalized feel, but also leads to higher conversion rates and increased sales.

3. Educate Buyer and Build Trust

Taking an informative and educational approach to the sales process helps build trust with potential customers. And by positioning yourself as a thought leader, you further demonstrate your brand’s credibility and authority in your industry, which further builds trust among your target audience.

4. Improve Customer Retention

Offering prospects ongoing support and resources keeps them engaged and satisfied through the sales process and beyond, leading to reduced churn and improved customer lifetime value (CLV).

5. Save on Sales Costs

Attracting customers organically using inbound marketing strategies allows you to reduce your sales costs. This is because inbound methods such as content marketing are typically more cost-effective than traditional outbound methods like cold-calling or attending trade shows.

Inbound Sales vs Outbound Sales

Outbound sales are essentially the opposite of inbound sales – meaning your sales team reaches out to leads who haven’t yet shown interest in your product. So, the entire selling process is different.

Let’s break it down further:

It’s important to note that neither one of these sales tactics is better than the other. The one you choose or prioritize all depends on your goals, business model, customer base, and so on.

Reviewing the Buyer’s Journey

Since prospects are the ones initiating the sales process, they have an entirely different buyer’s journey than those prospective leads who experience outbound selling techniques. For example, leveraging a LinkedIn email finder can be instrumental in identifying and connecting with prospects who demonstrate interest in your services, aligning seamlessly with the inbound sales approach.

By understanding the buyer’s journey, companies can align their sales and marketing efforts to effectively engage with prospects at each stage. Each stage provides insights into the decision-making process that potential customers go through before making a purchase.

Broadly, these are the 3 stages of the buyer’s journey:

• Awareness

The buyer realizes they have a problem or need and begins seeking information and potential solutions. They are conducting research and exploring various options.

• Consideration

The buyer has clearly defined their problem or need and is actively evaluating different solutions available in the market. They are comparing features, pricing, and evaluating the potential value of each solution.

• Decision

The buyer is ready to make a purchase decision. They have evaluated their options and are looking for the best solution that meets their needs and offers the most value.

Ultimately, by aligning your inbound sales strategies with the stages of the buyer’s journey, companies can build trust, provide value, and establish long-lasting relationships with their customers.

4 Stages of Inbound Sales

There are also different stages of inbound sales — from the seller / business’ perspective — which are interconnected with the buyer’s journey.

By aligning your sales strategies with the customer’s journey, you’ll deliver the right content, support, and engagement at the right time. This ensures a customer-centric approach that guides prospects through their decision-making process and maximizes the chances of converting them into loyal customers.

Here are the 4 stages of inbound sales:

6 Ways to Increase Inbound Sales

Now that we’ve covered the basics of inbound sales, let’s discuss 6 strategies that you can use to increase your sales efforts.

Inbound Sales Strategies

• Include Valuable Materials On and Off Your Website
• Display Business Contact Info Clearly on Your Website
• Make it Easy for Prospects to Talk to Sales
• Conduct Pre-Call Research
• Lead Effective and Tailored Demos
• Follow-Up and Leverage Sales Enablement Resources

1. Include Valuable Materials On and Off Your Website

Active buyers only spend 17% of their time talking to sales teams and suppliers. This means, around 80% of their time is spent researching your products and services both on your website and offsite.

So, you must provide valuable and informative content on your website – such as blog posts, videos, and downloadable resources – to attract potential buyers. On top of that, you can broaden your audience and drive more traffic to your site through offsite guest blogging, partnerships, social media promotion, and so on.

By doing so, you can enhance engagement, build credibility, and ultimately contribute to the success of your sales efforts.

2. Display Business Contact Info Clearly on Your Website

Displaying your business phone number and contact information clearly on your website is an easy win for your sales team.

When visitors have quick access to your phone number and contact information, they are more likely to take action, such as making a call or submitting an inquiry. This can increase the likelihood of conversions, lead generation, and inbound sales.

If your business caters to an international audience, then make sure to display your international numbers in an organized manner. So, global prospects can contact you.

3. Make it Easy for Prospects to Talk to Sales

Along the same lines, you want to make it easy for prospects and leads to get in touch with sales. And this not only means displaying your local business number, but also offering omnichannel communication options to prospects.

For instance, you can set up live chat using software like Zoho SalesIQ or integrate click-to-call buttons and web callback options using providers like Global Call Forwarding.

By offering omnichannel contact options, you remove barriers and provide a seamless way for prospects to engage with your sales team. So, you encourage prospects to reach out, ask questions, and seek further information. And this ultimately leads to increased conversions and a more effective inbound sales process.

4. Conduct Pre-Call Research

Before engaging with a prospect, it’s important to conduct pre-call research and gather relevant information such as company, industry, and specific pain points. This allows you to approach the conversation with a deeper understanding of their needs and positions you as a trusted advisor.

Take time to research your prospect’s background and recent activities. This way, you can personalize the conversation, ask more targeted questions, and tailor your solutions to their unique challenges. Use our pre-call sales checklist to get a head start!

And with a VoIP integration for your CRM, you can place the call directly from one platform once you’ve completed your research, saving you time and effort.

5. Lead Effective and Tailored Demos

A well-executed demo provides prospects with a firsthand experience of your product. With customized demos, you can demonstrate how your solution solves specific pain points and aligns with their desired outcomes.

Effective demos build trust, highlight key features, and allow prospects to visualize how your solution can enhance their business. By delivering compelling and personalized demos, you significantly improve your chances of converting leads into satisfied customers and driving sales growth.

6. Follow-Up and Leverage Sales Enablement Resources

Following up promptly and consistently with potential customers shows your commitment and interest in their business. Utilizing sales enablement resources – such as case studies, product guides, and demos – provides valuable insights and support throughout the buyer’s journey by:

• Helping sales reps to address objections
• Providing additional information on products and services
• Guiding prospects towards making a purchase decision and more

Most importantly, sales enablement resources equip your sales team with the tools and information they need to effectively engage and convert prospects. So, you can nurture leads, build trust, and ultimately boost your inbound sales.

Improving Sales with Global Call Forwarding

As you can see, inbound sales play a pivotal role in modern sales strategies. Embracing this strategy’s power enables businesses to establish stronger customer relationships, increase conversions, and ultimately achieve long-term sales growth in today’s competitive marketplace.

And with the right tools and call center features, you can ensure your sales team’s and business’s success. Global Call Forwarding offers international business phone numbers, web callback services, click-to-call features, and VoIP CRM integrations.

To learn about how our solutions can help your inbound sales efforts, speak with our team of experts at (561) 908-6171 or chat with us online!

Voice calls remain a vital customer service channel because customers can receive immediate, real-time, and tailored support. Phone calls allow customers to express their queries and concerns, especially complex ones, more clearly. This helps in gathering detailed information and offering accurate solutions. Using the gathered information, agents and reps can also identify opportunities to upsell relevant products and services.

But it all comes down to how calls are handled when they arrive at your business.

You can optimize the quality of customer engagement with efficient call handling. Additionally, call handling tools and practices will better equip your agents to foster deeper connections with customers. Let’s discuss:

• What is Call Handling?
• Managing Inbound vs Outbound Calls
• Benefits of Handling Calls Efficiently
• Essential Skills
• Leveraging Call Handling Software

What is Call Handling?

Call handling refers to the process of managing inbound and outbound calls from start to finish.

This includes answering and transferring calls, addressing inquiries, giving pertinent information, resolving issues, etc. The benchmark of good handling is a positive customer call experience.

Caller experience is closely related to customer gratification. And if you don’t already know, even a single negative encounter can make customers switch to your competitor. And so, call handling plays a crucial role in shaping customer journeys.

The complexity of handling calls varies across industries depending on factors such as nature of industry, products and services offered, and level of customer interaction involved.

But how do you handle calls efficiently? You train your employees and agents well and you invest in the right tools and techniques. More on this below.

How it Works

You can apply call handling best practices to both inbound and outbound calls. Let’s look at how:

Inbound call handling

The process of handling inbound calls begins with receiving calls that come to your business phone system. Calls must arrive at the right department or agent.

Then, agents must attentively listen to the caller’s needs and obtain details. This helps in providing information or problem-solving assistance, such as transferring calls to an appropriate department.

Once customers confirm that the issue has been resolved satisfactorily, agents can thank the callers and wrap up. If a caller is unhappy with any given solution, agents can escalate the call or take a request for a callback with another resolution.

Outbound call handling

Outbound calls—such as customer service calls, cold calls, upselling or follow-up calls, etc.—are initiated by the business to customers or prospects. These calls are more proactive in nature.

Effective call handling skills assume a critical part in achieving sales conversions, lead generation, market research, and such other desired outcomes.

The goal of both call formats is to ensure customer satisfaction, delivery of quality service, and effective call management from the beginning till the end.

5 Key Benefits of Handling Calls Efficiently

Over 40% American customers prefer resolving issues with businesses over phone calls. So, it might be a good idea to invest in call handling tools or solutions.

Here are some benefits of handling calls efficiently to help you make the decision:

1. Resolve customer queries, issues, and requests, promptly and professionally
2. Streamline the communication process, allowing agents to handle calls smoothly
3. Enhance customer experience to elevate your brand image
4. Upsell or cross-sell products and services
5. Improve customer happiness and retention rates.

Essential Call Handling Skills

Positive caller experiences contribute to positive brand perception and customer loyalty, ultimately leading to business success. By mastering the below skills, your agents can ensure a clear understanding and accurate exchange of information.

So what are some of the essential call handling skills?

• Customer-facing agents must actively listen to understand customer needs.
• They must use clear and concise language and adjust tone while engaging in a dialogue with the caller.
• Once all the information has been gathered, agents should analyze the issue and offer relevant solutions, thereby guiding customers towards resolution.
• To make the call more customer-centric, agents could personalize the interaction. For instance, agents can review the customer’s history, such as previous calls or purchases, and refer to them during the conversation.
• For continuous improvement, you can utilize scripts, evaluate call handling approaches, undergo training, seek feedback, and implement enhancement.

Call Handling Software Businesses Can Leverage

Call handling software and skills go together in effective call delivery.

While skills help agents in communicating well, the right tools support them with necessary resources and infrastructure for communication.

Here are some key call handling software and tools with strategies that your business can leverage.

1. Standardize Call Resolution with IVR

Reduce caller wait times and provide quicker resolution with optimized IVR systems. You can design an IVR menu that aligns with common routine inquiries. This allows callers to access information and departments, and in some cases, even perform simple tasks without the need to speak with an agent.

With a well-designed IVR system, you can send callers to different locations and teams, when your primary team is occupied. This reduces and manages high call volume for routine inquiries, allowing agents to focus on more complex or critical issues.

All of this helps to optimize agent availability, boost operational efficiency, and deliver a more efficient and cost-effective call handling process.

Check out our IVR call flow templates to see what you can do with a customizable solution.

2. Optimize Call Distribution with Call Routing

Call routing is a valuable call management solution because it promptly directs callers to the right person or appropriate department. This means your customers won’t experience long wait times and won’t have to move through multiple agents to get assistance.

Upgrade your cloud phone system with an intelligent call routing system. It is a sophisticated technology that automatically routes your incoming calls based on predefined rules. These rules can be location-specific, time-specific, and so on. In fact, Global Call Forwarding offers intelligent call routing solutions with each of our phone number plans, and we can help you set up the right system for your business.

3. Revisit Calls with Call Recording Software

Quality assurance and performance maintenance checks will ensure that calls are handled consistently in line with predetermined criteria. With call recordings, you can evaluate calls, assess agent performance, and train them to deliver high-quality customer service.

Call recording is a reliable method of capturing and storing customer interactions. So, in the event of disputes with callers, you can use call records to verify facts and settle conflicts.

Furthermore, you can store important details discussed during calls, facilitating follow-up actions and ensuring consistency in customer interactions.

Global Call Forwarding also offers a hosted call recording feature where you can record both inbound and outbound calls.

Still Unsure About Investing in Call Handling Solutions?

Call handling directly impacts client happiness and loyalty. It ensures queries and issues are addressed and resolved in a timely manner. You can drive overall business growth by delivering an exceptional caller experience.

But call handling software and tools could seem daunting. So let us help you arrive at the decision.

Speak with our representatives and let them help your business communicate better!

If you’re doing business in Australia or have lived there, you’ve probably seen different phone number types, including 1800 numbers, 1300 numbers, 04 mobile numbers, and local area code numbers.

1300 numbers, in particular, are popular among businesses in Australia.

But what exactly are 1300 numbers and why do businesses use them?

What Are 1300 Numbers?

1300 phone numbers in Australia are 10-digit telephone numbers that can be dialed at local call rates from in-country.

As the name suggests, they start with 1300 and are followed by 6 digits, like 1300 123 456.

This type of phone number can act as a single point of contact for your business in Australia. For example, you can publish a 1300 number on your website or on other marketing materials.

This phone number type can give your business a professional appearance and encourage people to call your business.

Difference Between 1800 and 1300 Numbers

1800 and 1300 phone numbers are commonly used by businesses in Australia. However, while both number types are popular, there is one main difference in the way incoming calls are charged.

For calls made to 1300 numbers, both the caller and the number subscriber share the costs.

Calls made to 1800 numbers, on the other hand, are completely free for the caller. The costs are borne by the number subscriber or the business that owns the numbers.

1300 Number Features

1300 numbers come equipped with many features that make them a preferred choice among Australian businesses. With these numbers, subscribers can easily set up advanced features like voicemail, IVR, advanced routing, and call recording.

1300 number subscribers also give access to call activity reports to see how many calls were received in a given time period and where the calls originated.

Do 1300 Numbers Work Internationally?

Yes, for the most part, 1300 numbers are accessible internationally. However, the caller needs to have international dialing enabled.

The caller just needs to enter Australia’s country code (+61) before making the call, followed by the subscriber number. The caller will be charged international tariffs for making the call.

Does the United States Have 1300 Numbers?

There’s no such thing as a 1300 Number for the United States.

In the past, many phone plans were metered, meaning that subscribers had a fixed number of minutes they could use each month. Subscribers also paid for making long-distance calls domestically.

However, that is no longer the case. A majority of people have unlimited phone plans, so it doesn’t matter where they’re calling in the US – it’s all included in their phone package.

The United States has local phone numbers, mobile phone numbers, and toll-free numbers. The number type that you get is simply a matter of preference. Hyper-localized campaigns tend to favor local area code numbers, while other businesses tend to prefer a toll-free number.

How to Buy a 1300 Number in Australia?

It’s easy to get a 1300 number in Australia. In fact, your business doesn’t even need to be based in Australia to buy a 1300 number. You just need to find the best 1300 number provider and sign up.

In most cases, the activation process can take as little as 1 business day.

1300 Number Providers

There are numerous 1300 number providers in Australia. When choosing the best provider, you’ll want to evaluate several factors:

• Monthly recurring cost of subscribing to the number
• Initial setup costs
• Per-minute charges
• Additional costs for optional features

In general, we’ve found that Global Call Forwarding, Alltel, Zintel, Koala Calling, and Arrow Voice & Data are the best 1300 number providers in Australia.

Learn how to pick the right phone number provider in our guide to global telephony providers.

How Much Does a 1300 Number Cost?

Let’s break down the costs associated with these numbers. We’ll cover the costs of getting a 1300 number and the costs of dialing a 1300 number from Australia.

How Much Does It Cost to Get a 1300 Number?

There are a few costs associated with getting a 1300 number. As a business subscriber, you’ll need to consider the monthly costs, initial setup costs, volume-based charges, and optional features.

In general, 1300 numbers start at 20 AUD per month plus setup costs.

However, these costs will vary among providers. When getting a 1300 number, you never want to sacrifice quality for a lower cost. Since you will use this number for your business, you don’t want customers to form a negative opinion of your business because you tried to save a few dollars.

How Much Does It Cost to Call a 1300 Number?

Call charges and tariffs to a 1300 number depend on whether the caller calls from a mobile phone or a landline. When people dial 1300 numbers from landlines, they pay a local call rate. On the other hand, charges for people calling from a mobile phone will depend on the caller’s phone service provider.

How Do 1300 Numbers Work?

1300 numbers work as inbound phone numbers that can be used to receive incoming calls.

You can forward calls coming to your number to any mobile phone, landline, or PBX globally. For example, when someone in Australia dials your 1300 number, you can choose to receive the call on your cell phone.

1300 numbers from a cloud-based provider offer tremendous flexibility over how inbound calls are managed. These numbers can be managed through an online portal and the calls are terminated over the PSTN.

1300 Numbers Use Cases

Businesses can use an Australia 1300 number in many ways. Here are the most common use cases:

• As a main business number (for Australian businesses)
• As a local contact number for Australian clients
• As a dedicated phone number to track various marketing campaigns

Whether you’re an established business or just starting out, your business can benefit from having a 1300 number.

Why Global Call Forwarding is the Best 1300 Number Provider in Australia

One of the factors making Global Call Forwarding the best 1300 number provider is our reliable network with multiple PoPs worldwide, including in APAC. We also have more than 27 years of telecommunications experience – founded in 1996 – and are available 24/7.

Interested in getting a 1300 number for your business? Look no further! Simply sign up online or chat with us today. We’re here to help.

By 2025, 85% of organizations will be “cloud first.” And by embracing cloud communications, organizations can enhance collaboration, improve efficiency, and enjoy the benefits of scalability and cost-effectiveness. Cloud technology is a game-changer in the world of communication, empowering businesses to reach new heights.

So, what’s the situation like going into 2025? In this post, we’ve highlighted 4 key cloud communications trends that businesses should pay attention to.

But before we get started, let’s quickly go over what cloud communications are and how they can support business communications.

What is Cloud Communications?

Cloud communication harnesses the power of the internet and telephony to connect people and devices seamlessly. Such a solution is predominantly a business tool that lets users communicate via the cloud. Think: Zoom, Google Chat, WhatsApp, etc.

So how does cloud communication work? Through cloud-based platforms!

Cloud-based platforms provide the infrastructure, resources, and services required to host, manage, and deliver communication services. Most cloud communication tools use voice over internet protocol (VoIP) to transmit audio and video over the internet. But what does this mean for your business?

Imagine having a meeting with your team from different locations using Google Meet or Microsoft Teams. These two platforms use cloud infrastructure to transmit your video and audio messages instantly, so everyone can work together smoothly. Another example is using a cloud phone system to connect local and global teams through one network.

With an array of advanced features and VoIP technology, you can streamline communication processes and improve collaboration, especially remotely.

Now, different cloud comms providers will offer different solutions — some just voice coverage, voice-video, or a comprehensive solution with omnichannel options. The solution you choose depends on your needs and industry.

Related: On-Premise vs. Cloud Call Center Software

Need for Cloud Communications

The cloud has brought the world closer, enabling organizations to communicate with clients, partners, and stakeholders from different locations effortlessly. It basically means that you can now effortlessly chat, work, or have a call with anyone, anywhere!

So, why should you consider cloud communication solutions? These solutions provide flexibility, cost-effectiveness, scalability, collaboration capabilities, security, and integration opportunities.

Learn more in our article about moving business communication to the cloud.

4 Key Cloud Communications Trends in 2023

The pandemic changed the way most businesses operate and communicate. It accelerated the adoption of remote and hybrid workspaces, making cloud-based tools essential for seamless operation and communication. As industries continue to embrace cloud technologies, the realm of communication is undergoing a transformation. So let’s take a look at some of the trends in cloud communications.

1. Upgrading Remote and Hybrid Workspaces

Remote and hybrid work cultures are here for good. So it makes sense that organizations are recognizing the growing needs of business communication. How can you improve business correspondence in remote and hybrid workspaces? By integrating different tools and platforms using cloud communications. In this manner, you can help your teams work together easily, share information smoothly, and make their work more efficient.

For instance, many cloud platforms can integrate with phone systems, CRMs, project management software, analytics platforms, and other popular tools within organizations. This integration can empower your teams to communicate better, share data seamlessly, and gain valuable insights to optimize workflow. The best part is that all these collaborative efforts can be done over the Internet.

All you have to do is explore cloud platforms and providers and look for features in line with your needs, such as messaging, video conferencing, file sharing, and project management capabilities. You can create virtual shared workspaces, virtual project rooms, or team channels where members can collaborate on tasks, share files, and track progress. By integrating these solutions and channels in one place, you can encourage effective collaboration and communication across local and remote teams.

Related: Guide to Effective Remote Team Communication

2. Implementing Greater Security Solutions

About 53% of consumers look specifically for companies that are known for protecting data. There continues to be more focus on data privacy and cybersecurity, and cloud telephony providers are continuously enhancing security measures. This includes implementing end-to-end encryption, adopting a Zero Trust security model, two-factor authentication (2FA), and advanced threat detection systems. These solutions will offer comprehensive protection against cloud-specific vulnerabilities, such as misconfigurations and data leaks.

One way to ensure your data stays protected throughout its journey is by implementing an end-to-end encryption system of communication. This method prevents third parties from accessing your data and ensures it remains encrypted throughout the communication process. Your provider is typically responsible for this. So, reach out to them to understand how they protect your business phone service.

Additionally, 2FA continues to gain prominence; it requires users to provide two types of information to gain access to a system or app. The extra layer of security significantly lowers the risk of unauthorized access to any system and potential data breaches.

In the event of a security incident, cloud forensics helps investigate the breach, allowing businesses to trace how an attack occurred, identify compromised data, and understand the full scope of the incident, making it easier to strengthen security measures and prevent future breaches.

Lastly, cloud communication platforms come with more security benefits compared to legacy systems. The cloud is easier to upgrade; plus you don’t have to worry about securing new equipment.

Learn how Global Call Forwarding keeps your data and phone service secure.

3. Redesigning Customer Experience

Businesses can engage with customers promptly and offer real-time solutions using cloud applications such as live chat and chatbots. By offering timely assistance, you can improve responsiveness.

You can offer individualized customer support by letting customers engage with your business by their preferred mode of communication. Many cloud communication and call center tools support the omnichannel customer experience. This means that your customers can move between different communication channels while maintaining continuity. For example, a customer can start a conversation on live chat and later switch to a phone call without having to repeat information, resulting in a smoother experience.

Don’t know what type of cloud communication technology your business needs? Check out our list of top call center technologies.

4. Leveraging AI

The convergence of artificial intelligence (AI) and communications has revolutionized the landscape of customer experience. How? There are a few different ways. AI-powered virtual assistants (VAs) and chatbots can provide quick and useful responses, saving valuable customer time. For example, if you run an online travel agency, you can integrate a VA into your platform. The VA can provide travel recommendations, suggest accommodations, and offer real-time updates on flight status, ensuring your customers receive prompt assistance.

Another option is to integrate AI into audio transcription that can be used to turn voicemail and recordings into text. Or, reduce the workload on your agents using AI tools to handle routine queries. This allows your agents to dedicate their efforts and time to address complex queries and personalize customer experience.

Towards the Undeniable Future

That cloud is the future is a given. Cloud telephony solutions are cost-effective, flexible, and scalable, and can be integrated into a myriad business applications. And they come with a range of advanced calling features like call routing, interactive voice response (IVR), call recording, and voicemail-to-email transcription, etc. These features enhance overall communication efficiency and improve caller experience.

Let us help you transition to refined business communication with the cloud phone system.

Call us at +1 (561) 908-6171 or chat with one of our cloud communication specialists today!

If you didn’t already know — over 50% of customers are likely to abandon one business for another after a single bad experience. Compare this to research that shows customers are 2.4x times more likely to stay if their problems are solved swiftly.

These statistics prove that effective customer service plays a crucial role in customer retention and business growth.

Caller experience and customer experience are closely interconnected — especially for digital-only businesses — and can significantly impact each other. Did you know that more than 60% of customers resolve their problems with a business through a phone call?

Needless to say, call quality can influence customers’ perception of the brand, and a positive call experience is paramount to customer retention. But what happens if your teams cannot get to every customer call?

That’s where call deflection strategies come into play.

In this article, we’ll go over:

• Call Deflection: Definition and Benefits
• Differences Between Call Deflection and Call Forwarding
• 10 Call Deflection Strategies

1. Personalize self-service options
2. Implement IVR systems
3. Leverage virtual assistants and chatbots
4. Introduce web-based portals and mobile apps
5. Provide FAQs and knowledge base
6. Offer callback options
7. Implement SMS/email notifications
8. Leverage social media for support
9. Empower agents with knowledge and tools
10. Gather and act on customer feedback

What is Call Deflection?

Call deflection — in some cases, interactive voice response or IVR deflection — primarily focuses on diverting incoming calls related to customer inquiries from traditional voice calls to alternative channels. The process can vary depending on the businesses’ specific setup and requirements.

Call deflection can streamline operations and reduce customer effort. For example, you can manage high call volumes by executing an AI-powered chatbot and self-service options to deflect routine inquiries. In fact, a Gartner study predicts that chatbots, messaging, and machine learning apps will be part of 70% of customer interactions.

Deflecting incoming calls effectively will allow live agents to focus on complex issues and provide a better caller experience.

Benefits of Call Deflection

Implementing call deflection strategies and tools can bring several benefits to your business. They can help you streamline operations, reduce costs, enhance customer experience, and leverage digital platforms to meet the evolving needs and preferences of customers.

Here are some key advantages:

• Deflecting callers to other channels reduces live agent involvement, thereby optimizing resource use, decreasing staffing needs, improving efficiency, and ultimately lowering operational costs.
• You can reduce the likelihood of customers switching to competitors and increase customer retention rates.
• In a competitive market, call deflection can be the unique selling proposition that sets your business apart and attracts customers who prioritize excellent service.
• Satisfied callers are more likely to share their positive experiences with others, which can strengthen brand reputation and attract new customers.
• Digital channels and self-service options provide opportunities for you to collect valuable customer data.

Is Call Deflection the Same as Call Forwarding?

Call deflection should not be confused with call forwarding as they are two different call handling features used in cloud communications.

Call forwarding refers to redirecting incoming calls to another phone number or destination. And call deflection involves transferring an ongoing call to digital platforms or self-service options without ending the call.

A call forwarding destination can be a different local or international phone line or device, such as a mobile or landline. It can be set dynamically based on predefined rules, time of day, or availability. On the other hand, call deflection can be executed through IVR systems, where callers are presented with self-service options or redirected to other communication channels like chat, email, or frequently asked questions (FAQs).

Looking to switch to a new phone service? Check out our guide to the best call forwarding services.

Call Deflection at Different Stages of Caller Journey

Deflection solutions can be employed at different stages of the call journey. By doing so, businesses can reduce call volumes and improve the way customers interact with your business.

• Call arrival: At this stage, the need for live agents can be minimized with an IVR. You can encourage callers to resolve their queries through self-service or alternative channels.
• Information gathering: Use other channels to collect necessary details and guide callers to relevant resources.
• Escalation/transfer: Solutions like IVR or automatic call distributors (ACD) can streamline the caller journey and ensure callers are connected to the right agents or departments.
• Follow-up: At this stage, present callers with options for post-call support, or your team could reach out to customers to gather feedback.

10 Call Deflection Strategies to Improve Caller Experience

In a nutshell, call deflection strategies can help you offer greater convenience to your customers. You can do so by giving customers alternatives to traditional phone calls. By redirecting them to more efficient channels, these strategies can reduce call volumes, wait times, and customer frustration.

So, which solutions can be used to improve call deflection?

Here are 10 call deflection strategies widely used by businesses to improve caller experience:

1. Personalize self-service options
2. Implement IVR systems
3. Leverage virtual assistants and chatbots
4. Introduce web-based portals and mobile apps
5. Provide FAQs and knowledge base
6. Offer callback options
7. Implement SMS/email notifications
8. Leverage social media for support
9. Empower agents with knowledge and tools
10. Gather and act on customer feedback

1. Personalize Self-Service Options

Account-specific information, transaction history, order tracking, and other personalized self-service options empower customers to find solutions independently while receiving a tailored experience. Businesses can leverage customer data and preferences to offer relevant resources, FAQs, etc. through self-service portals or IVR systems. This lowers customer dependency on live agents and gives your customer interactions a good personalization boost.

2. Implement IVR Systems

An intelligent IVR system allows callers to quickly navigate through menu options and reach the appropriate department or agent without unnecessary transfers or waiting times. What’s exciting about IVR systems is that they use automated voice prompts and touch-tone input. This means callers can navigate any menu using their phone’s keypad or voice commands.

You can add multiple channels within your IVR such as voicemail, callback options, or simply direct them to online resources like your website or ticket center.

Global Call Forwarding offers a customizable IVR system to suit a wide range of business requirements. Get access to the IVR manager with any of our business phone number plans.

3. Leverage Virtual Assistants and Chatbots

Deploying chatbots and virtual assistants allows callers to interact via chat instead of making a call. Chatbots can handle routine inquiries, give instant responses, and escalate to live agents when necessary. For example, businesses can use chatbots to assist customers in tracking their orders, providing real-time status updates, and answering FAQs related to shipping, delivery, or product information, thereby reducing the need for customers to make a phone call for such inquiries.

These VAs can even interact with new potential customers and direct them to the right web pages to move them down the sales funnel. And in some cases, chatbot interactions can even help your teams qualify prospects and leads so they don’t waste time chasing after low-level leads.

4. Introduce Web-Based Portals and Mobile Apps

Offering web-based portals or mobile apps where callers can manage their accounts, access account information, make payments, or track orders can empower callers to perform tasks independently, reducing the need for calls. To get the best out of this, businesses should optimize their websites for mobile to ensure a seamless and user-friendly experience on smartphones and tablets.

5. Provide FAQs and Knowledge Base

Give callers access to comprehensive FAQs and knowledge base resources via self-service options or within an IVR system. This helps reduce their wait time and dependency on live agents. Callers also get standardized answers to common questions, ensuring accurate and consistent information is readily available. In fact, it is a good idea to share these resources with customers during the onboarding process. This way, when they call for assistance, your IVR can remind them to review the knowledge base or check their account for additional resources.

6. Offer Callback Options

Callers can be provided with the option to request a callback instead of waiting on hold. In this situation, callers leave their information and wait for return calls from your business. You can integrate this within your voicemail or have a separate smart callback feature that creates tickets or a callback queue. This way, customers can continue with their day and receive a call from a representative when it’s their turn.

7. Implement SMS & Email Notifications

Send callers proactive alerts via SMS or email related to their specific needs or interests. For instance, if a caller has recently purchased a product, an outbound IVR system or push notifications can automatically provide updates on the shipping status. This approach lowers uncertainty and reassures customers, increasing convenience and reducing reliance on calls.

8. Utilize Social Media for Support

It is quite common for businesses to engage with customers on social media platforms, addressing inquiries and concerns publicly. By responding to customers’ social media posts or direct messages, businesses can resolve routine issues eliminating the need for phone calls.

9. Empower Agents with Knowledge and Tools

Businesses should equip their live agents with comprehensive knowledge bases, training materials, and tools to address routine caller inquiries or issues quickly. This method of call deflection also frees up agents to focus on more complex or personalized interactions.

10. Gather and Act on Customer Feedback

By gathering customer feedback businesses can identify pain points and areas of improvement in the call experience. This data can not only be used to refine products and services but also to heighten caller experience over time.

Call Deflection Alternatives

Now, while the above-mentioned call deflection techniques can help manage call volumes, not every business has the resources and budget to acquire these tools. The end goal of call handling techniques is to provide better caller experience while alleviating call volumes. So, what if your business is unable to invest in chatbots or create a mobile app?

Here are some other ways to improve caller experience:

• Use an optimized call routing system to ensure that calls are directed to the appropriate department or agent. Use time-based or location-based routing to send calls to different locations when your main support center is overwhelmed. Or, use skills-based routing to match callers with representatives who can address really specific needs. This process helps to reduce the need for call transfers and improves first-call resolution.
• Provide live agents with easy access to customer details and clear call scripts. Utilize automation tools to simplify repetitive and time-consuming tasks like data entry and for initiating common processes. These measures enhance agents’ efficiency and minimize call handling time without compromising the quality of customer service.
• Use call recording and quality assurance processes to monitor agent performance and identify training needs. Evaluate calls for trends or recurring issues that can be addressed proactively. This process can help you refine call handling techniques.

Making the Most of IVR Deflection for Business Growth

IVR systems are extremely dynamic and can tremendously contribute to your business, especially to call management and caller experience. This system can optimize call handling, reduce wait times, provide contextual information, offer channel flexibility, and integrate self-service options. All of these actions can collectively empower businesses to deliver better customer service, streamline operations, and unlock growth opportunities.

Read more about the benefits of using an IVR System to get a better understanding of how IVR systems work and the benefits of using one.

Have more questions? Speak to an expert at Global Call Forwarding today!

Miami is famously home to the iconic Mr. 305, Mr. Worldwide — otherwise known as Pitbull. But now there’s a new show in town adding to the memorable area codes of South Florida. Florida phone numbers in Miami-Dade County and a portion of the Florida Keys are getting a new area code 645 in upcoming months.

Why is South Florida Getting a New Area Code?

According to the Florida Public Service Commission, the phone numbers starting with 305 and
786 are beginning to run out. As a result, the new area code will be introduced as early as August 4th, 2023.

Originally, Florida had the 305 area code spanning the entire state. The 786 code was added in 1998 as populations and demand rose. The 305 and 786 area codes currently serve the entirety of Miami-Dade County and the Keys.

This new addition — for the first time in more than 20 years — is indicative of the city’s growth and continuous flourish.

What is an Area Code Overlay?

This change is being introduced as an area code overlay, meaning that the addition of the new code is in the same geographic region as existing area codes. An overlay is not anything new and happens frequently when local phone numbers start running out.

New York City is a good example of area code overlays, where the original area code was 212. The overlays of 646, 917, and 332 were added as the population boomed over the years and grew past the combined total of 7,919,900 possible phone numbers.

The North American Numbering Plan (NANP) was developed in 1947 by AT&T and then fully implemented in 1951 with the intent to direct international calling with ease. The United States utilizes this system with a series of regional codes that allow users to recognize whether or not a number is local.

Source

Who Will Be Affected?

No need to worry — the overlay does not require residents to make any changes to their existing phone numbers. Current subscribers will remain unaffected. Only people requesting new local phone numbers may be assigned a Miami phone number with the 645 area code. The price of a local call regardless of coverage area or other rates and services will not change.

How Do Locals Feel About It?

Locals have some mixed emotions about the new code being introduced, citing sentimental value and symbolism in the 305 code.

“I think [the 645 area code] might confuse people, because the third area code in New York is 646. I’m 305 till I die.” – Laney Rada, a native Miamian who grew up in Coral Gables and has been a local realtor for more than 30 years in South Florida.

Twitter users are taking to the online platform, expressing disinterest in this new change, citing their attachments to the formerly distributed codes. One even expressed “This just adds more sentimental value to being an OG 305…” Another made a joke about how the “786’ers are no longer the red headed step child any longer.”

How Can Global Call Forwarding Help?

Since 1996, we’ve had our roots in South Florida. We can provide local numbers to businesses throughout Florida and the rest of the United States. By working with United World Telecom, you can ensure a smooth, cost-effective, and seamless process of getting a new phone number, regardless of your area code.

Want to learn more about our local phone numbers? Speak with our local experts; call us at +1 (561) 908-6171 or chat with us online!

It’s easy for important calls to get lost in the shuffle or for customers to get frustrated when trying to reach the right person. This is especially true if you don’t have the right call management solution in place.

Enter: VoIP phone extensions.

With this solution, you provide callers with a direct line to their desired destination. And this helps to enhance the customer’s experience and streamline internal communication.

In this article, we’ll discuss how a small combination of numbers can make a big impact on your organization’s communication strategy. So let’s get started!

• What is a Phone Extension?
• How Does it Work?
• Cloud Phone Numbers vs Phone Extensions
• Why Do Businesses Need a Phone Extension Feature? [Benefits]
• Phone Extension Use Cases
• How to Set Up a Phone Extension
• Get Unlimited Phone Extensions for Your Business

What is a Phone Extension?

A phone extension is a feature that identifies a specific phone line or device within your business phone system. It typically consists of 3-5 digits and allows callers to directly connect to a destination without interacting with a receptionist.

You can assign a unique VoIP extension to individual users, teams, and departments. This feature makes it easy for employees to quickly get in touch with other internal teams. And, it saves your customers time, as they don’t have to bounce between departments to find the right destination.

How Do Phone Line Extensions Work?

The way phone extensions work is very straightforward.

After callers dial your main phone number, they can enter the extension digits for the desired department or agent. Once the extension is dialed, your system identifies the associated line or user. Then, the call is routed to the destination assigned to that extension. And if the recipients do not answer, the call may be forwarded to voicemail.

While callers can bypass your automated system by entering the extension, it’s important to note that you can also incorporate this feature within your cloud IVR. So when callers select a specific menu option, the call is routed to the assigned extension.

Here are 2 examples of a phone extension in action:

Let’s say you assign extension #011 to your support team.

If a caller wants to contact your support staff directly, they would first dial your main business phone number. When the call connects, the caller then types in the phone extension number is routed straight to the support department.

Now if one of your sales agents wants to get in touch with the support staff, the process looks a little different. Instead of dialing the entire main phone number, internal employees and teams simply have to dial the extension.

Cloud Phone Numbers vs Phone Extensions

Internet-based numbers and phone extensions share similarities. For instance, they both forward calls to an endpoint and can be managed remotely.

But, there are some key differences between them.

Here are the major differences between cloud numbers and phone extensions:

• IP numbers function independently, whereas extensions are essentially an addition to your main phone line and rely on it to work.
• While cloud-based numbers have an associated IP address, extensions do not as they operate within your business network.
• VoIP providers charge for cloud phone numbers with prices varying from service to service. However, extensions are usually free with an IP-based number.

Why Do Businesses Need a Phone Extension Feature? [Benefits]

Phone extensions are not only beneficial for your teams, but also for customers and prospects looking to get in touch with your business. And this is because it gives callers, whether internal or external, a simple and direct way to reach the right destination.

Let’s take a look at the benefits of getting an extension for your departments, teams, and employees:

• Allow internal teams to quickly and easily connect with each other
• Route calls efficiently to correct destination without needing a receptionist
• Establish a professional business image
• Save costs since extensions are less expensive than individual phone lines
• Lower call handling costs
• Offer callers quick access to their desired destination
• Reduce wait times and caller frustration
• Help businesses manage high call volumes
• Improve customer experience as quick access means faster resolutions
• Provide callers with a consistent communication experience

How Can Your Business Use VoIP Extensions? [Use Cases]

You can use a phone extension in a variety of ways within your business communication system. Here are some use cases:

• Internal communication: Phone extensions allow employees to easily connect and collaborate with each other, making it a great solution for internal communication.

• Customer service: With extensions, you can ensure that customers get the help they need quickly and efficiently by giving them a direct method of communication with your employees and departments. For instance, as a travel company, you can different extensions for different packages such as one extension for your Segway tours and another for trekking activities like a tour du Mont Blanc guide.

• Sales: Sales teams can use this feature to handle incoming calls from leads, prospects, and customers. And they can add their personal extension to pitches and emails to encourage prospects to reach out.

• Departmental organization: Using phone extensions, you can organize departments within your business phone system by giving each department its own extension to manage incoming calls.

• Remote work: This feature helps you connect remote workers to the main office phone system, allowing them to make and receive calls as if they were in the office.

How to Set Up a Phone Extension

The VoIP phone extension setup process will vary depending on your specific communication service. So, make sure to ask your chosen provider what the setup process looks like.

For Global Call Forwarding users, you’ll first need to contact our team with a list of all the users you want to set up phone extensions for. Then, our team will create 9-digit SIP pins for each requested user.

Once our dedicated reps finish, you can continue the setup process through our online control panel and IVR manager using the following steps:

1. Log in to your Control Panel.
2. Click on Phone Numbers.
3. Choose a phone service line and click on Settings.
4. Select Call Forwarding from the horizontal menu and click IVR.
5. Then, click on the orange Manage IVR Applications button.
6. Choose Create New Application.
7. Select User Input. Here you can add a prompt, toggle the interruptible feature, and select the max wait and repeat times.
8. Scroll to the bottom of the User Input window and click on the New Code option.
9. Create and enter a 3-5 digit phone extension and hit Apply.
10. Then, select Phone Call from the application window.
11. In the Destination field, select the 9-digit SIP pin of the user you want to associate with the entered extension. You can also enter a landline or mobile phone number.
12. Hit Close.
13. Repeat steps 8-12 for every extension you want to configure.
14. When you’re done, name the application and hit Save Application at the top.

Now when customers call your business, they can enter the phone extension of their desired destination and your system will direct them accordingly.

Get Unlimited Phone Extensions for Your Business

Ready to get phone extensions for your business? Global Call Forwarding offers unlimited extensions with any of our 5 business plans. We provide local, international, national, and toll-free numbers from over 160+ countries worldwide.

In addition, you also get:

• Access to 20+ advanced call management features
• Dedicated account managers and 24/7 support options
• A 99.999% uptime guarantee and a highly redundant network
• Fast activation times, provisioning, and setup
• Over 25 years of telecom experience and more!

Get started today by signing up online. Or learn more about our unlimited VoIP phone extension solution by either speaking with our team of experts at (561) 908-6171 or chatting with us online!

Inbound phone numbers are versatile business tools. They can help with everything from establishing a local presence in a foreign country to modernizing your current phone system.

But, what exactly are they? And how do they work? We’ll answer these questions and more in this article. So, let’s jump right in.

• What are Inbound Phone Numbers?
• How Do These Numbers Work?
• Types of Inbound Phone Numbers
• 12 Benefits of Getting Inbound Phone Numbers
• Advanced Calling Features
• How to Buy Inbound Phone Numbers

What are Inbound Phone Numbers?

An inbound phone number is a cloud-based number that allows you to receive inbound calls and forward them to any device or location.

These numbers go by many names including:

• VoIP numbers
• Internet phone numbers
• Cloud phone numbers
• Hosted phone numbers
• Virtual numbers
• SIP numbers and so on.

So, what’s the difference between regular phone numbers and cloud-based ones? The answer lies mainly in the way they transmit calls.

Regular phone numbers rely on traditional telecom networks and physical connections to deliver calls. And they are assigned to a fixed device or phone line, meaning they are typically tied to one location.

On the other hand, virtual inbound phone numbers use VoIP technology and the internet to connect calls worldwide. And instead of being assigned to one device or line, they are linked to a user’s account. This means they are not confined to one specific geographical location or device. So, you can handle calls from anywhere.

How Do These Numbers Work?

In addition to using VoIP technology and an IP network, inbound phone numbers also rely on call forwarding capabilities to transmit voice calls globally. With this capability, incoming calls are automatically rerouted to one or multiple destinations.

This can include:

• Alternate phone numbers
• Phone extensions
• SIP addresses
• PBX systems
• Specific devices (deskphones, mobile phones, etc.)
• Remote teams
• Voicemails and so on.

And you can set up advanced rules to forward calls based on the time of day, the day of the week, caller ID, and more.

Here’s a quick glimpse into how routing calls can improve operational efficiency:

Now, let’s review how the international forwarding process works.

When someone dials your inbound phone number, the call first connects to your provider’s network. Once your number is identified, the provider automatically routes the call according to your configured forwarding rules and settings.

This allows you to receive incoming calls from customers all around the world – including places where you’re not physically present.

Here’s an example of international call forwarding:

Let’s say your business is located in the US, but you have a growing customer base in APAC. You could get an inbound phone number from Japan and forward all incoming calls to this number to your US headquarters. So when your local customers in Japan call your Japan inbound number, the call will automatically reroute to your US branch.

This not only allows your business to easily establish a local presence in foreign countries, but also boosts your accessibility and availability to international customers.

Types of Inbound Phone Numbers

When looking for a cloud-based number, it’s important to note that there are different types of inbound phone numbers available on the market. And this is because each type of number serves a specific purpose.

To ensure you choose the right inbound number type for your communication needs, let’s break down each one.

Why Get Inbound Phone Numbers for Your Business? [12 Benefits]

VoIP technology and hosted phone numbers have revolutionized the way businesses communicate with their customers and prospects. And this is because cloud communication solutions, like inbound numbers, offer a wide range of benefits to users. So, let’s take a look at the top 12 benefits of investing in inbound phone numbers.

1. Save big on international and long-distance calling fees
2. Experience higher-quality voice calls
3. Effectively handle inbound calls with access to call management features
4. Receive calls at any location and on any device
5. Maintain business continuity with improved reliability and redundancy
6. Expand to new target markets cost-effectively and with minimal risk
7. Easily scale your cloud phone service to reflect business needs
8. Increase functionality and modernize existing systems, including legacy and on-premise
9. Connect international, remote, and distributed teams
10. Forward calls anywhere in the world
11. Increase connection rates and inbound sales
12. Simple setup with no additional hardware required

Advanced Business Calling Features

Most VoIP providers, like Global Call Forwarding, offer add-on services and advanced features with their communication solutions. These additional cloud tools work to maximize the functionality of your inbound phone numbers and help businesses better manage their calls.

Here are some key features to look for when browsing cloud number plans:

• Advanced IVR – automatically handle and route incoming calls using prompts and rules
• Outbound Calling – place outbound calls using your inbound line
• Softphones / Web Phones – make and receive calls from any location or device
• Caller ID Management – customize your outbound caller ID by hiding or masking it
• Call Routing – route calls based on time of day, caller ID, number dialed, holidays, etc.
• Call Recording – record all calls and easily play back recordings
• Failover Forwarding – forward calls to backup destinations if first location is unavailable
• Greetings & Voicemails – personalize your phone system to fit your brand identity
• VoIP Integrations – connect your PBX or CRM to your inbound phone numbers.

How to Buy Inbound Phone Numbers?

By now, you’re probably wondering how to buy inbound phone numbers for your business. The great news is that the solution is intuitive, making it easy to get started.

Let’s break it down into 4 simple steps.

Get Inbound Phone Numbers with Global Call Forwarding

Global Call Forwarding provides local, international toll-free, national, and mobile inbound phone numbers from over 160+ countries worldwide. And with over 5 pricing plans to choose from, businesses of all sizes and industries can select the one that works best for them.

With our inbound phone service, we offer all users:

• Access to 20+ advanced cloud communication features
• Dedicated account managers and 24/7 support options
• A 99.999% uptime guarantee and a highly redundant network
• Fast activation times, provisioning, and setup
• Over 25 years of telecom experience and more!

Get started today by signing up online. Or learn more about inbound phone numbers by either speaking with our team of experts at (561) 908-6171 or chatting with us online!