Combine Voys Reach and Voys Pulse: this is how to create the best customer experience

With your business telephony, you give your customers the best possible customer experience. We have a lot of smart features in our Freedom platform to help you do that. Voys Reach and Voys Pulse are two super handy solutions to serve your customers even better. Did you know that you can also combine these two features? That way you can take your customer contact to the next level.

Voys Reach: directly the right person on the line

With Voys Reach your customer automatically gets the right person on the line to answer their questions directly, without transfers, menus or queues. That’s good news, because people don’t like the idea of being endlessly connected or on hold. Whether you help other companies or private individuals, everyone is happy with good service. So with Voys Reach, your customer satisfaction goes up by 1579%. At least.

How does that work? It seems like pure magic (which is why we call it ‘automagic call forwarding’). Reality is a lot more boring: we use a smart algorithm that analyzes all phone traffic based on the most recent calls between your customer and your organization so you avoid long queues.

You turn on Voys Reach by selecting “smart sequence of ringing” in Freedom. Based on the data that Voys Reach analyzes from then on, the algorithm links cause and effect. If customer A called Irene several times over the past few days, it makes sense to send this customer’s call to Irene this time as well and not to Chris or Janet. That way the customer never has to be on hold for a long time.

Voys Pulse: instant insight into availability

With Voys Pulse you have instant insight into the reachability of your colleagues. You know exactly who is reachable and who does not want to be disturbed, but also on which device someone can be reached. This allows you to make better choices during the phone call with the customer.

Transferring a customer to someone’s cell phone while that colleague is playing Candycrush on the toilet is a thing of the past. And disturbing a colleague on his day off is a thing of the past. It is super convenient that you no longer have to guess whether someone is available; you can simply see that in the handy overview of your online telephony platform.

Voys Reach and Voys Pulse are perfectly compatible

Hot chocolate and marshmallows, panda bears and bamboo or our colleague Wouter and coffee: there are things that are just a greater success when you make them work together. That also applies to Voys Reach and Voys Pulse. Because both features complement each other very well.

Our developers conceived Voys Reach and Voys Pulse from the vision of improving customer contact and strengthening customer relationships. Looking to the future, we see that this is where our customers’ needs lie. This is why we are evolving our products, as well as our organization, from telecom provider to relationship provider.

The power of the combination between Voys Reach and Voys Pulse lies in this: at the moment a colleague is not available, while the customer specifically wants to speak to this colleague, you can immediately switch and find the best solution for the customer. So you always coordinate your follow-up action to the availability of your colleagues, so that the customer is helped in the best possible way without a long queue.

The best customer experience ensures success

Voys Reach has a history of four days. This is useful, because if a customer calls on Friday, you want to give them the same good customer experience on Monday, i.e. after the weekend. Especially since customers call not only with questions or for support, but also because they want to confirm a quote to you, for example, or want more information about purchasing your services or products.

It is extra important for your company’s sales to keep the contact warm, because that makes the difference between a sale or not. So your accessibility and the customer service you give is directly related to your sales.

Suppose a client calls a real estate agency because he wants to sell his home. The client has a great conversation with Anita. The next day, the client decides that it was such a good conversation that he actually grants Anita’s office the sale of his house.

When he calls, the call with Voys Reach goes directly to Anita without waiting time, who can complete the deal. But what if the customer calls back the next day, and Anita is not there, because she just went for a walk around the block. Voys Pulse then ensures that colleague Bob can easily pick up the call. He can see exactly what Anita’s accessibility status is. Bob keeps the customer talking or makes a callback request for Anita, so the customer knows exactly what to expect and the office still gets the deal.

Getting the most out of your business telephony?

Do you want to use Voys’ telephony solution to its full potential? Voys Pulse is set up by default on your online telephony platform. All you have to do now is turn on Voys Reach, so the magic can do its work. Take a quick look at this help page that shows you exactly how to set up Voys Reach. It’s quick and you’ll enjoy it immensely.