Jay's Blog

Personal experience tells us that the majority of business processes are slowed down through human delay, whether they are customer facing such as the call center, or internally focused such as inventory applications. This reality applies to small and mid-sized businesses as much as it does to bigger corporations.

In a world built around the expectation of instant results, customers are getting increasingly impatient when they have to queue up to be served and when escalation procedures hit a roadblock. Internally, we have all wasted time looking for information and trying to contact people associated with a customer request. In fact, several studies show that the average knowledge worker wastes more than 30 minutes a day on such tasks. Regardless, the customer is left waiting.  A simply unacceptable reality.

You may think you are taking pretty good care of your customers, but again, studies have shown that while up to 80% of business think they are offering great customer service, only about 20% of their customers would actually agree. That is a big chasm to cross.

Regardless, what was pretty good last year is likely not good enough going forward. Opportunity knocks. The next phone purchase you make provides a great opportunity to drive one-stop customer service; this is because of the rapid intersection of communications software technologies. Great customer service can pay off: a recent survey by Ovum found that people are willing to spend almost 10% more with companies that deliver great customer service.

Your key challenges exist at two levels: Both challenges can be addressed by incorporating Unified Communications capabilities into your business applications, focusing on those areas which have the biggest impact on customer service.

How to eliminate unnecessary delays in delivering products, services and support to your customers? Doing this will go a long way to delight your customers, therefore maximizing revenue opportunities while lowering support costs; and how to eliminate communications obstacles associated with exception handling within internal processes. The nature of the exception handling varies by the type of business you are in. It may, for example, be associated with a custom order, a shortfall in needed inventory, or a billing error.

Both challenges can be addressed by incorporating Unified Communications capabilities into your business applications, focusing on those areas which have the biggest impact on customer service.

A Primer on Unified Communications

·         Provides a unified user experience across various modes of communications (telephony, email, conferencing, chat)

·         Allows employees to be reachable with a single number, whether they are on their laptops, tablets, desktop PCs, or smart phones

·         Eliminates the boundaries between wired and wireless, in-building and public network connectivity


LightBound is your Fonality Authorized Reseller for trixBox Pro Editions for VoIP PBXsolutions both hosted and premise based IP Based Telephony.

LightBound offers VoIP across America with SIP, PRI or Analog. LightBound can provide service to over 98% of the populated country.  This is a great option for companies wanting to have virtual numbers in other cities. Connecting multiple offices with a centralized IP PBX phone system.

Let us take care of technology, so you can take care of business.