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Ooma Business Blog

Unprecedented need for quality and value in business VoIP, Internet, and Wi-Fi.

By Melinda Stoker|Thursday August 27, 2020

In 2020, our professional communications needs changed dramatically. Many people are working from home, stores and restaurants have migrated to a much greater percentage of online / phone orders, and workspaces are being reconfigured to comply with new recommendations.

Quality, value-based communication solutions are more needed than ever, and older technologies like on-premise business phone systems from big telco’s and business DSL aren’t keeping pace. In fact, in many cases they’re expensive, inflexible, slow and not customer service-oriented for small businesses.

Ooma is dedicated to changing all that.

Ooma Office business VoIP has been rated #1 by PC Magazine readers for seven consecutive years. Small business owners love Ooma due to its ease of use, rich features like virtual receptionist, extension dialing, and mobile app. This is especially important for businesses that have re-opened recently, such as The Write Cut, which operates 30 Great Clips hair salons in Indiana:

“We were truly bombarded with phone calls when the salons first reopened,” says Deb Currey, chief financial officer for The Wright Cut. “It was a big relief when we were able to add Ooma Office at the salon locations. We weren’t missing calls, we were able to advise our customers of our hours and protective requirements, our salon phones weren’t constantly interrupting our stylists as they worked, and our receptionist was able to call customers to let them know it was their turn to enter the salon.”

Taking Wi-Fi to a whole new level.

In addition to business VoIP, Ooma has taken business internet and managed Wi-Fi to a whole new level.

We’ve recently introduced Ooma Connect for faster, more reliable internet service. Powered by an Advanced LTE Network, our new plug and play kit is designed to help businesses get up and running on a faster Internet connection within minutes and be impervious to internet outages.

And, now with Ooma Wi-Fi businesses no longer need an IT professional to help them with simple set-up and affordable full-service management of top quality Wi-Fi to keep employees and customers happy and productive.

This plug and play, enterprise grade managed Wi-Fi service is built for small businesses. Configuration and control of your network is provided through a dedicated customer service team that does all the work for you – including on-demand monitoring to ensure consistent connectivity for complete business continuity.

In this recent No Jitter article, UCaaS analyst Zeus Kerravala explains why Ooma’s Wi-Fi offering is a game changer for small businesses.

“Kudos to Ooma for making Wi-Fi an optional purchase for its voice service. Great quality Wi-Fi is now mandatory for the workplace, and many small companies will likely choose a managed service to reduce the complexity of it.”

The one-stop small business shop.

Ooma is on a mission to deliver simplicity, quality, and affordability to small businesses so they can finally enjoy the same level of business-class communications, internet and Wi-Fi connectivity that larger companies do.

Small businesses have enough on their plate, from building from the ground up to learning how to compete with big, national chains, to dealing with unprecedented events. At Ooma, we know that the last thing you want to worry about is all the technical details.

That’s why our services are built for easy setup, simple use and taking care of all the trouble for you. With Ooma Office, you can get a flexible communication system; with Ooma Connect, you can get a fast, reliable internet connection; and now, with Ooma Wi-Fi, you can deliver reliable Wi-Fi to your employees and customers without worry.

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Loyal customers are critical to business success because they tend to be a source of repeat business. According to The Loyalty Report 2018, “Loyalty programs that establish positive emotional connections with Members see 27% more of their Membership increasing their spend with the Brand.” This research tells us that building customer loyalty can lead to more spending.

Loyalty programs vs. improving customer experience: Designing your approach

There are different approaches to building customer loyalty. Some companies use loyalty program cards, bonus offers and other incentives. You might offer access to special deals like CVS or take 5% off the purchase price like Target. You might even give some or part of your product away for free, like airlines that provide free flights through their loyalty programs. What if your small business isn’t interested or able to offer these kinds of loyalty programs?

There is another way to encourage loyal customers to keep giving you repeat business. Gather customer feedback through a phone survey and then use that data to improve the customer experience. When customers see that the business owner has acted on their feedback, they may feel inspired to return to that business. That means more revenue for the bottom line. You just need a fast and straightforward way to conduct a customer satisfaction survey. That’s where a focused business phone survey comes in.

Why increasing customer loyalty with a phone survey is a good choice.

Organizing a customer satisfaction survey by phone offers notable advantages compared to other methods. While a net promoter survey can give you interesting data, there is no conversational element involved. Further, using the net promoter survey approach effectively requires a certain degree of specialized training in the net promoter methodology.

You might also consider online customer surveys. Surveying your email list or website is worth attempting. Depending on the size of your email list or website traffic, you might be able to get a large number of survey responses. The challenge with online customer surveys is that you will have to spend a lot of time reviewing the data to find insights. There is no way to ask a customer to clarify their survey responses or provide an example.

Conducting a customer satisfaction survey by phone gives you the best of both worlds. You can ask questions and get survey responses. However, you also have the opportunity to provide the human touch. For instance, you may hear a customer complain about a lost or delayed order. When you hear about a problem during a phone survey, you can gather all the necessary details to make the situation right with the customer.

How to increase customer loyalty with a phone survey step by step.

The following steps give you a starting point to create a simple customer satisfaction survey. Over the course of a month, you could gather a significant amount of insights to improve your customer service by calling five to 10 customers per day.

  1. Define your customer satisfaction survey goals.

Before calling a single customer, reflect on your business goals. Are you seeking to improve your profit margins? In that case, you may want to focus your survey on the customers that spend the most on your business. Finding ways to make high-spending customers content may give you an excellent return. Alternatively, you may decide to focus your survey project on whether your local SEO has attracted customers. 

  1. Write your customer satisfaction survey questions.

Now that you have clarity on your goals, it is time to write your questions. According to Survey Monkey, a survey software company, it is best to focus your survey on closed-ended questions. An example of a closed-ended question would be: “How many times have you bought from our business in the past 12 months?” However, this kind of question may not give you the ideas you need to improve the customer experience.

At the end of the survey, consider asking one or two open-ended questions to understand better what your customers like. Encourage customers to think creatively with a question like this: “If you could change anything in our business, what would you improve?”

Tip: Reduce your need for note-taking by using call recording, but make sure that you ask for permission first.

  1. Test the survey with a small group of customers.

With your list of customer satisfaction questions, make a few test phone calls to customers. The purpose of the test is to discover if any of the questions are unclear. If you receive confusing answers, revise the question to make them clearer.

  1. Train employees on how to gather survey responses.

Consider running a few training phone calls for your employees. Ask them to call you or other employees in a role-playing scenario. Making a few practice calls will help your employees become more familiar with the questions. Besides, practice phone surveys will help employees learn how to record survey responses accurately. Once the training is complete, give your staff a list of customers to call and let them get started.

  1. Review the survey responses for insights and follow up with customers.

After all of the survey responses are in, schedule time to review the results. In particular, look for patterns in the results. If a large number of people gave low scores to your website, you may need to make improvements. Also, review the survey responses received in the open-ended questions. You might be pleasantly surprised at what customers tell you.

  1. Follow up with customers after the survey when needed.

A phone survey lets you gather rich insights because you can quickly ask follow-up questions. However, merely gathering survey responses may not impress your customers very much. Instead, offer to refer problems to the business owner for improvement or offer to enter the respondent in a drawing for a gift card. That is a much more compelling improvement! By addressing problems and issues when they arise, you stand a much better chance of winning additional loyal customers.