How to Choose the Best Commercial Phone System for Your Business Needs from Dhruven Ponkiya's blog

Choosing the right phone system can feel like a huge decision. After all, your phone system is the lifeline of your business. It’s how you connect with your customers, team members, and partners, so you want it to be reliable, efficient, and ready to grow with you.

But with so many options out there, how do you pick the right one? Well, I’m here to guide you through the process. In this blog, we’ll talk about everything you need to consider to make an informed choice. Let’s dive in!

First things first: why does it even matter which phone system you choose? Well, the right system can streamline business communications, improve customer service, and boost overall productivity. 

A poor choice, on the other hand, can lead to missed calls, frustrated customers, and stressed-out employees. Nobody wants that!

A solid phone system isn’t just about picking up the phone when it rings. It’s about creating smooth communication for everyone, your team, your clients, and even yourself. 

So, let’s break it down and figure out how to pick the system that fits your business best.

Let’s talk about your company size. Are you a small startup with a handful of employees or a growing enterprise with hundreds of team members? Your company’s size will have a huge impact on the type of phone system you need.

For smaller businesses, something like a VoIP system might be the way to go. They’re cost-effective, easy to set up, and flexible enough to meet basic communication needs. 

On the flip side, if your business is larger or growing rapidly, you’ll want something with more features like call queues, automated routing, and robust reporting. 

We all know work isn’t limited to just the office anymore. Whether your team is remote, traveling, or constantly on the go, your phone system needs to keep up.

Look for a system that supports mobility. Cloud-based solutions or VoIP systems usually have mobile apps and web-based dashboards, so your employees can make calls, check voicemails, and stay connected wherever they are. Plus, many systems let you bring your own device (BYOD), meaning employees can use their personal phones to handle business calls without any hassle.

How many calls does your business handle on a daily basis? If your business gets a lot of incoming calls, you’ll need a system that can manage high traffic without slowing down.

Look for features like call forwarding, call routing, and call queues to help you stay organized. If you’re running a customer service team, consider an IVR (Interactive Voice Response) system to automate call distribution and reduce wait times.

The best part of choosing the right phone system? It can grow with your business.
Find a system with a scalable lineup of features, users, and even locations as you grow.

Typically, cloud based phone systems are the most scalable since they don’t require major hardware upgrades or complex installations. Adding new users is easy, and the system will make room for your expanding call volume. Whether you’re hiring more people or opening up new branches, a scalable system makes growth simple.

Let’s talk about the features you absolutely need, and maybe some extra ones you’d love to have. At a minimum, your phone system should have basic features like voicemail, call forwarding, and caller ID. But if you want to take things to the next level, consider these must-have features:

• Call Recording:Great for training purposes or keeping a record of important conversations.
  

• Analytics and Reporting: Helps you track call volume, employee performance, and customer satisfaction.
  

• Video Conferencing:In today’s world, having a system that supports video calls can be a game-changer.
  

• AI-based Call Routing:Let’s say you want to route calls to the right department or team member automatically based on certain criteria, AI can make this happen.

Let’s get real, budget matters. But there’s more to it than just picking the cheapest option. Consider both the upfront cost and the ongoing subscription fees.

For small businesses, cloud-based systems usually make sense because they’re more affordable and don’t require large upfront investments. 

But, larger businesses or those needing custom solutions might have to consider on-premise systems, which often come with higher initial costs but more control over the infrastructure.

It’s also worth considering whether the system offers pay-per-user pricing or tiered plans, which gives you flexibility as you scale.

Today’s businesses aren’t just about voice calls. Customers might want to reach you through email, text, or even social media. Your phone system should be able to handle all of this seamlessly.

Look for systems that integrate voice, video, chat, and email into one platform. This way, you can manage all communications from a single dashboard, making it easier to stay connected with customers and your team.

I know you’re busy, and your team doesn’t have time to spend days learning a complicated phone system. Go for a system that’s easy to set up and user-friendly.

Look for a solution with an intuitive interface that requires little to no training. The last thing you want is to spend hours teaching your team how to use the system. Also, make sure there’s good customer support available in case you run into any issues along the way.

Your phone system should work with the devices your team already uses. Whether that’s a desk phone, smartphone, or computer, it’s important that your system is compatible with all types of devices.

If you have a BYOD (Bring Your Own Device) policy, make sure the system allows employees to use their personal devices for business calls while keeping everything secure.

Your phone system should work well with the other tools your business uses. You can save time and increase efficiency by being able to integrate these tools into your phone system, whether your CRM, project management software, or helpdesk platform.

For example, incorporating with your call management system, every incoming call can automatically pull the customer information, making it easier for your agents to offer customized service.

Security is a big deal, especially if you handle sensitive customer data. Make sure your phone system provides encryption for calls, secure data storage, and compliance with regulations like GDPR or HIPAA if necessary.

Also, check for features like multi-factor authentication (MFA) to add an extra layer of security.

Bad call quality can ruin the customer experience. Dropped calls, echoes, and poor sound quality are no good for anyone. Choose a system that supports HD voice and offers high-quality call routing to avoid these issues.

If possible, test the system’s call quality during a demo or free trial before committing.

Understanding your call performance is key to improving your communication strategy. Look for a system that provides detailed reports on call volume, employee performance, and customer satisfaction.

This data can help you track trends, identify issues, and make informed decisions about improving your service.

Before you make a final decision, take some time to check customer reviews. What are other businesses saying about the phone system you’re considering? Look for feedback on things like reliability, ease of use, and customer support. Real-world experiences can help you avoid potential pitfalls.

Still unsure if a system is the right fit? Most providers offer demos or free trials, which is an excellent way to test out the features, functionality, and overall experience.

Take full advantage of these offers to get hands-on experience with the system. This will give you a clearer picture of whether it meets your needs.

Choosing the best commercial phone system for your business doesn’t have to be overwhelming. 

Remember, the right phone system is an investment in your business’s future. Take the time to explore your options, test out different systems, and make an informed decision. You’ll be glad you did!