Posts Tagged ‘Productivity’


Shared Call Appearance: Make & Receive Calls From Multiple Devices

Cloud-based phone systems are feature-rich and provide endless opportunities to improve your business’s internal and customer communication. While some features may seem basic, they can revolutionize your productivity and efficiency. One of these features that is often underrated, but deserves more attention is Shared Call Appearance.

Shared Call Appearance is a useful feature available with all Nextiva Office® plans that allows your phone number to be assigned to multiple phones/devices. This means you can have a phone at your office, your house, the Nextiva App on your smartphone and a phone at another location that all have your number assigned to it, and you can make and receive calls as yourself from any of these devices. You can also apply someone else’s line in your company to your phone to make and receive calls as them.  This feature is useful if you work out of multiple offices, or need others to have the ability to make and receive calls on your behalf. Below are additional business benefits of the Shared Call Appearance feature.

  • You work out of multiple offices: If you’re constantly jumping between one of your business locations and another, and occasionally work from home, this feature ensures you can make and receive calls from your phone number on multiple devices.
  • You want others to be able to make calls on your behalf: This is very practical for Executive Assistants, receptionists and other team members who you’d like to have the ability to make and receive calls using your specific phone number.
  • You want a specific team to use the same phone number: If you’d like a team that doesn’t make and receive a high volume of calls to have one phone number that they can all use and can see when someone else is currently using the line.

Do you use Shared Call Appearance? Is there another feature you can’t live without? Share in the comments below.

If you’d like to learn more about Nextiva’s cloud-based business phone service, please visit www.nextiva.com.


5 Ways to Improve Your Internal Communication With Cloud Phone Service

Effective and efficient internal communication is key to business success and an enjoyable work environment, but the execution is not always as easy as it seems. Keeping appropriate team members informed and ensuring communication is seamless between employees, departments, and different locations takes a significant amount of dedication, effort and communication tools.  Luckily, technology, and specifically cloud-based unified communications services, have streamlined processes and made it easier than ever to stay connected and communicate within your organization.

Nextiva Office® is a robust cloud-based suite of products that will improve your internal communication. Below are five key features within Nextiva Office that will change the way your team communicates.

The Nextiva App

With features such as chat and Presence, it is easy to communicate with team members when you’re in the office or working remotely. Additionally, you’ll have your business phone at your fingertips so colleagues can reach you anytime without having to call multiple numbers to track you down.

Group Paging

Sometimes an email just won’t do. The Group Paging feature allows you to initiate a one-way call to multiple users. You can easily broadcast information to a group of people from the convenience of your office phone.

Call Forwarding

Reduce your colleagues’ frustration and wait time by automatically redirecting, or forwarding, calls to a third party destination, such as a phone number or extension based on circumstances you specify, when you are away from your office phone.

Voicemail-to-Text

With the more advanced version of Voicemail-to-Email, Voicemail-to-Text transcribes your voicemails and sends them to you via email or SMS depending on your personal preferences. You’ll be able to quickly reference information mentioned in the voicemail when working with coworkers on a project. Also, easily share the message with colleagues to reduce issues that arise from miscommunication.

Quick Call Transfers

Quickly transfer calls and call team members in different locations or home offices via an extension. You no longer have to dial a full 10-digit number or ask the customer to hang up and call the other location’s direct number.

What tools do you use in your business for effective internal communication? 


3 Benefits of Using Auto Attendants for Your Business Communication

8:7 Auto Attendant Benefits smallThere are a variety of ways to route incoming calls to specific departments, teams, groups of employees, or individuals. The most common ways to route calls is by an employee answering the phone when it rings, via a live receptionist, or through an Auto Attendant. All options will help a caller get to where they need to go eventually, but utilizing an Auto Attendant with your phone system will significantly improve the likelihood they reach the correct destination the first time. Not only does this improve the customer experience, but it also saves your company from wasting precious time that can be better spent on other tasks and projects.

So what exactly is an Auto Attendant? Think of it as a virtual receptionist. An Auto Attendant presents the caller with an audible greeting (that is customized for your business), which offers the caller options to select. Once an option has been made, the call will be redirected to the chosen destination.

Auto Attendants are an invaluable feature of cloud-based business phone systems, and we’ve highlighted three key benefits below.

Top 3 benefits of implementing an Auto Attendant at your business

1. Your own virtual receptionist:

Gone are the days of needing someone, whether a dedicated receptionist or team member, to answer the phone and route calls to the appropriate destination. With cloud-based phone systems, such as Nextiva Office®, you can program callers’ options and route calls automatically to the specified destination.  

2. Increase team productivity:

How many times has a customer called your office when they meant to call your location across town, or you answered a call that was meant for the Billing department? By understanding your customers and what they commonly call in about, you can customize your Auto Attendant to include these options and significantly reduce the amount of times your team answers a call that is not related to their job responsibilities. Reducing the amount of time wasted on these calls will increase your team’s productivity (less interruptions!).

3. Significant cost savings:

Eliminating the need for a receptionist or team member to route calls saves you significant operating costs and human resources. The money previously spent on these wages can be reallocated to other areas of your business that will propel it forward.

All Nextiva Office plans come with the Auto Attendant feature. To learn more about how Auto Attendants and other cloud-based features can improve your business communications visit www.nextiva.com.


Five Customer Trends That You Need To Be On Top Of

8-6 customer trends smallHere are five ways that customer expectations may have grown beyond what your company is providing. If you aren’t keeping up, the question becomes how quickly you can get up to speed, and the answer to this can make or break your bottom line and your survival prospects. So check out the list and see where you stand.  

1. Customers expect extended hours: hours that you’re open, hours that you provide support.  This may mean 24/7 or as close as you can get. For example: For its advertising clients, Google now not only offers support in 42 languages, it does so nearly around the clock, and offers English language support English-language support 24/5. That’s pretty good, considering we’re talking about B2B, non mission-critical support.

Customers also expect more flexibility and options during traditionally “off” hours. For example, if you’re in foodservice, consider letting customers order from either the dinner or lunch menu in the mid-afternoon, and consider offering a cold sandwich menu available late in the evening after the kitchen has closed but your bar is still open.

2. Customers expect self-service–well-designed self-service–to be an option: No matter how good your human-delivered customer service, customers expect self-service options as well. Self-service, which includes everything from web-based e-commerce to IVR (interactive voice response telephone systems) to concierge-like self-help touch-screen menus in public spaces to passengers printing their own boarding passes at home before traveling, is a powerful trend in customer service, and companies that ignore it, pursue it reluctantly, or violate the basic laws of its implementation will be left in the dust.

3. “Fast enough” isn’t, anymore:  Does your company still refer to internal documents with obsolete standards like “We strive to respond to Internet inquiries within 48 hours.  Maybe such a time frame made sense a few years ago (I actually doubt it, but maybe), but today, such a response time is the equivalent of 36 years in Internet time.  Your customer support standard needs to be response within just a few hours; after that, your customer is going to assume that you’re never going to get back to them. An intensified expectation of timeliness also applies to product and services delivery, an area where amazon.com is obviously one of the leaders. Amazon’s example, and the twitchiness that apps and the Internet itself invoke, means that your company’s traditional definition of “fast enough” probably isn’t, anymore.

4. Social consumption is now the norm. “If I don’t have a picture of it on my phone, it didn’t happen”: Lisa Holladay, branding and marketing guru at The Ritz-Carlton Hotel Company, tells me she’s heard this sentiment lately from young customers. This means that if business isn’t building opportunities for social sharing into the customer experience, you’re missing out on a chance to delight–rather than drive away–your customers. (Ritz-Carlton does this gently with the Shareable Experiences feature in their app and their #RCMemories “Let us stay with you” campaign; for an entirely different and kind of niftily over the top approach to this, you should also check out 1888 in Sydney, aka the “instagram hotel.”)

5. Customers are looking to blur the lines between the fun and the mundane: On the one hand, there’s a new expectation that fun, adventure, even ‘danger’ can be incorporated in potentially mundane interactions. Business travel is a great example of this: More and more travelers try to integrate some adventure, some local exploration, into what are ostensibly business trips. At the other end of this blurring of leisure and business, we have mostly given up on “fully unplugging,” so it makes sense to accommodate even leisure customers’ need or desire to work and keep in touch.  For example, it makes sense that some airlines’ long-haul flights now offer a “quick dine” option so passengers can quickly get back to work without the food tray being in their way, as it makes sense for businesses of all types to offer fast, no login required wifi and other tools to their waiting, “captive” customers.


5 Tips to Keep Working While Traveling from Stressing You Out

8-5 working while traveling smallI travel a lot, both for business and pleasure. Most of the time, I’m also working while on the plane, in the hotel room, and shuttling from place to place. It can be a lot to manage, trying to focus on the client meeting or conference I’m headed to a speaking engagement, while still taking care of my to-dos and ever-growing email inbox. But, fear not. I’ve found a few strategies that help me cope. Here are 5 tips to keep working while traveling from stressing you out.

Tip 1: Get Mobile

While I always have my laptop when I travel and work, but I wouldn’t survive without my mobile wi-fi and my smartphone. With these two items, I can work from anywhere, and I avoid the expensive hotel wi-fi. These tools allow me to develop content, read and respond to emails, make calls to clients on the road. Also if I need to map my way to a meeting and I can use my laptop in the rental car, and more. These days, there’s an app for just about everything, from GateGuru, which gives me the lay of any given airport, to Yelp, which helps me find the best place to take a client to dinner.

Tip 2: Let People Know You’ll Be Unavailable

When I don’t plan to check email or work (hello, sunny beach!) I let my clients and staff know I won’t be available several weeks in advance. That lets us come up with a plan to take care of any projects before I leave for vacation, and I don’t have to check my email, concerned that someone will need to reach me while I’m trying to relax. Also be sure to use an auto responder to tell people how long you’ll be away and when you are back in the office.

Tip 3: Work Around Your Travel Schedule

I know, I know: traveling gets you off your game. Your schedule gets all whacked out when you’re on a plane for half a day, wasting hours on flight delays, and then spending odd hours at a conference. I find a new work schedule while I’m traveling. I like to get work done on the plane that doesn’t necessarily require wi-fi. But if the plane does have wi-fi, I will respond to emails too. When I’m at the hotel, I work early in the morning. I still manage to get quite a bit of work done, even though I’m breaking up my schedule.

Tip 4: Plan Travel Around Business Opportunities

I recently went on a book tour for my book, Become Your Own Boss in 12 Months. Rather than flying from one end of the country to another, I lumped my appearances into geographic proximity so that I minimized my travel and could visit several cities that were relatively close to one another. I can’t tell you how much this cut down on my stress and I snuck in a family visit and dinners with friends too. 

Tip 5: Seek Out Business Contacts

If you are going to a city for a conference, look through your LinkedIn list and see who you know in that city. Going out for coffee with a contact you’ve never met in person provides you with opportunity to help one another. It’s those serendipitous conversations, I find, that often lead to business referrals.

Traveling can be stressful, even for a veteran at it like me. Find ways to maximize your time, get work done, and still have time to relax.


Cloud Backup & Storage: Your Business at Your Fingertips

Imagine this scenario: It’s 8pm on Sunday night and you are presenting the results of a special project to your boss in a 9am meeting on Monday morning. You open up your computer after a relaxing weekend and realize you forgot to email yourself the presentation to review the material and make last minute adjustments. The file is on the desktop of your office computer, and you start to panic. If your business utilized a cloud backup and storage service, you would be able to log in to your account, download the file and get to work. The stress and anxiety you’re currently experiencing would be an emotion of the past.

Backing up and storing your files in the cloud allows you to access them from anywhere, on any device. The days of forgetting a file on your desktop will be a distant memory.

If you’ve thought about moving your files to a cloud-based storage service but haven’t committed yet, now is the time. Companies and employees now demand a more mobile and flexible work environment, and a cloud-based backup and storage service connects remote workers and allows employees to access their files from anywhere.

Not only will team projects be easier to manage, but you’ll increase team productivity and reduce time wasted sending each other files and working on old versions of presentations, projects, etc.

BENEFITS

  • Backup business data on a schedule, on-demand or automatically based on your preferences
  • Securely transfer data from one device to another or between team members
  • Share files across devices, teams, departments and locations
  • Real-time sync so any time you add a new file or save changes to data, it syncs across all of your devices
  • Give users access to read only, read and write, or full control based on their role within the team, department or company

Still not convinced? Test out Nextiva Drive for FREE and experience the benefits of our cloud backup and storage service firsthand! Visit www.nextivadrive.com to get started.  


Advanced Call Routing with Nextiva’s Cloud-Based Phone System

7-23 Call Routing smallBusinesses are always looking for ways to maximize productivity and efficiency, while minimizing costs. It’s a balancing act that can be very hard to achieve, especially when factoring in customer service. Ensuring customers are not only happy, but loyal is the key to business success, and this can only be achieved by offering superior customer service. So how do you keep costs down, maximize productivity and deliver memorable customer service? The answer: Advanced Call Routing.  

Advanced Call Routing allows you to determine how incoming calls are handled, commonly with a welcome message containing a menu of options for the caller to choose from. With the rise of cloud-based business phone systems, implementing Advanced Call Routing at your business is now easier than ever, and you’ll begin experiencing the business benefits immediately.

Benefits

  • Increase customer satisfaction by connecting them to the department they need the first time
  • Increase team productivity by decreasing time spent speaking to customers that would be better served by a different department
  • Eliminate the need for a receptionist to direct calls to the appropriate department or team member

Features

  • Route calls based on business and after hours schedules, as well as location
  • Manager call routing and make adjustments in web-based user interface
  • Create employee groups (also known as Hunt Groups) to receive calls routed from specific numbers, based on the time of day or call volume
  • Route calls to alternative numbers, mobile devices, or to voicemail based on customizable schedules

Businesses of all sizes and industries will benefit from implementing Advanced Call Routing. Visit www.nextiva.com to learn more.


No Business is Too Small to Automate

As a small business owner, you have limited resources, so the real question is whether you can afford to not automate. You and your employees have to wear many hats and run in many directions to keep your business running every day. Without automation, you may have to skip important steps in the interest of time — not to mention the boredom of dealing with tons of needless minutiae.

Automation does not mean that you have to spend millions on fancy equipment. Here are five affordable ways that allow you to reserve your precious human resources for the type of work that they do best.

1. Automate the Customer Connection

Nothing replaces personal contact with your customers, but that contact can be enriched if you have a Customer Relationship Management (CRM) software system to store business and personal information about your business contacts. After installing a CRM system, you can receive reminders that help predict when a customer will need to place new orders, identify cross-selling opportunities and even take a personal approach by knowing the names of spouses and children before you pick up the phone.

2. Handle Common Tasks on Schedule

If your company operates in a Microsoft Windows environment (which is a client of mine), you already have Task Scheduler within the Administrative Tools of your operating system. This tool lets you run any type of software task that you now run manually based on date or time, whenever a computer starts up or based on any trigger, such as running a program to automatically generate all paperwork when a customer initiates a product return. The Task Scheduler wizard makes it easy to schedule some tasks without a great degree of technical knowledge, but others may require assistance from someone who understands more about how Windows events work.

3. Answer Basic Customer Questions Automatically

It is impossible to over-stress the importance of remaining readily available to respond personally to customer questions or concerns. Still, customers’ time is valuable. When they can quickly get answers online without picking up the phone or even sending a text message, they may see this as the best experience of all. It is easy to add a Frequently Asked Questions (FAQ) page to your website to provide the quick answers that many customers need. To keep it fresh and helpful, keep monitoring phone calls for the questions that you receive frequently and add them to your FAQ page on a regular basis.

4. Provide Customers with Additional Online Conveniences

Naturally, retail product vendors want to offer online shopping carts that customers can use day or night without the need for human contact. But service businesses and their customers can also benefit by offering another type of convenience when they need to periodically interact to get a job done. Online collaboration tools like Microsoft Office 365 provide many ways to establish an effective working partnership between your clients and your employees.

One of the key aspects of this tool is file sharing. You retain full control over who can see your files and what they can do with them. When a number of people edit the files, the software makes sure that no one overwrites prior changes, while also ensuring that all users see the most recent changes. Even users across the globe can keep projects moving forward within their own time zones without the need to wake anyone at 3:00 in the morning.

5. Handle Repetitive and Dangerous Tasks

Just the thought of introducing robotics into a small business factory setting is likely to cloud your vision with dollar signs. But, machines that cost as little as $20,000 (plus maintenance and other necessary costs) might avoid even higher labor costs. Why pay wages for people to count and package widgets when they can be trained to perform more important and interesting tasks? Even more important, robots can take on tasks that commonly injure employees. Your workers stay safe, they have fewer days off due to injury and you even benefit with lower workers’ compensation claims experience.

Caution: Automation Can Be Addictive

Once you start achieving efficiency through automation, you will probably keep looking for more and more ways to pare down your daily operations. You can even add a single-cup brewer to automate your waiting room while providing visitors with a choice of wait-time beverages. But there is no need to join an automation addiction support group because efficiency is good for business health.


Four Key Cloud Communications Trends

Cloud communications solutions are becoming increasingly popular among businesses, and implementing these technologies in your business will help you gain a competitive advantage.  

Below are four key trends you need to know about cloud communications that are changing the way businesses communicate, operate, grow, and succeed.

Decrease in Cost

With flat monthly fees, unlimited calling and enhanced features, switching to a cloud-based phone system will save your business significant operational costs while boosting your team's productivity. A recent article by the Huffington Post stated, “Hosted VoIP is rapidly being adopted by many businesses who seek to avoid the excess costs and complexities of an on premise phone service solution.”

In addition to phone service, there are a variety of cloud-based communication, collaboration and relationship management tools that will take your business to the next level.  As these technologies and features have moved to the cloud, they are now available at a fraction of the cost because expensive infrastructure, equipment and on-site IT staff to manage the systems are no longer necessary. The total cost of ownership of cloud-based tools is significantly less than traditional systems. With the decrease in price of these technologies and the increase in features, small and medium size businesses are able to grow at an unprecedented rate. 

Mobility is Key

The concept of mobility isn’t new, but its importance to business success is now undeniable. It is essential for business professionals to have the ability to conduct business from anywhere, and cloud communications and collaborations systems provide the flexibility they need. Just as today’s consumers want to be able to make a bank deposit while sitting on the beach, today’s workforce needs to be able to work while waiting for a flight, sitting in a coffee shop between meetings, or from home while being as productive as they are in the office.

Cloud communications allow remote team members to stay connected and manage their phone system, files and meetings from web-based interfaces that are accessible from anywhere. Businesses will increase team productivity significantly by investing in cloud-based technologies that promote mobility and a flexible work environment.

Cloud-Based File Backup and Storage

You can’t afford to lose important business files or not be able to access them when the need arises. Backing up and storing your files in the cloud makes it easy to access files from anywhere, share them with colleagues, and collaborate on projects with remote workers. Backing up your files to the cloud also ensures your business doesn’t miss a beat in the event of a natural disaster or internal network issue.

Companies of All Sizes are Adopting Unified Communications Solutions

Unified cloud communications benefits companies of all sizes and industries. There isn’t a business out there that wouldn’t like to increase team productivity and efficiency. Those two ingredients, along with hard work and dedication, are what create and grow successful businesses. The move to cloud-based systems allows large enterprises to retire their outdated and costly equipment, and allows small businesses to implement technologies that were previously unattainable.

Has your business thought about moving to the cloud?




 
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