How does VoIP Improve Customer Service: Auberge du Lac Taureau Use Case 

Exceptional customer service is a cornerstone of success in the hospitality industry. As businesses strive to provide an unparalleled experience for their guests, the role of technology becomes increasingly crucial. One such technology that holds immense potential for improving customer service is Voice over Internet Protocol (VoIP).

It offers a range of benefits that allow businesses such as hotels, resorts, and restaurants to optimize their customer service processes and deliver exceptional experiences to their guests. 

In this blog post, we will examine how VoIP benefits companies with customer service operations and proves to be a valuable partner for the hospitality industry through a Use Case that will help you to understand exactly how VoIP Improve Customer Service. We will focus on the unique challenges faced by establishments like Auberge du Lac Taureau, a Canadian resort, and how VoIP.ms’ advanced features empowered hotel staff to handle guest requests efficiently. 

How VoIP benefits Companies with Customer Service? 

From managing reservations and coordinating room service to handling guest inquiries and facilitating effective communication between different departments, VoIP's advanced features can benefit immensely businesses by improving communication efficiency and enhancing flexibility and mobility for teams. 

Let's explore the most significant benefits for companies with customer services: 

Cost Reduction 

VoIP technology offers several opportunities for saving money to customer service-oriented companies. While traditional telephone systems typically involve significant expenses in terms of equipment, installation, and maintenance; VoIP systems, on the other hand, often require minimal upfront investment as they leverage existing internet connections and data networks.  

Since VoIP can be implemented using softphones, which are software applications that simulate traditional phone functionality on computers or mobile devices, further reducing the need for costly physical equipment. Moreover, VoIP providers often offer competitive pricing models, allowing companies to choose from a variety of cost-effective plans that cater to their specific needs. 

Scalability 

Companies with customer services often experience fluctuating call volumes depending on factors such as seasonal trends, marketing campaigns, and product launches. VoIP systems can be easily scaled up or down to accommodate these variations without requiring significant infrastructure changes. This allows businesses to effectively manage their resources and adjust to dynamic market conditions. 

Integration with Other Technologies 

A notable advantage of VoIP is its potential to integrate smoothly with a variety of software applications to optimize customer service operations, boost productivity, and automate monotonous tasks. For instance, incorporating VoIP with CRM systems grants customer service representatives access to pertinent customer information during calls, equipping them to offer tailored assistance and elevate overall customer satisfaction.  

Additionally, VoIP improves customer service by being integrated with AI-driven chatbots, virtual assistants, and analytical tools, further augmenting customer service proficiency. 

Enhanced Accessibility and Mobility 

Using VoIP systems, businesses are able to employ customer service agents from any location with a reliable internet connection. This has become particularly relevant in the wake of the global shift towards remote work and distributed teams. By leveraging VoIP solutions, companies can ensure that their customer service operations remain uninterrupted, even when employees are working from home or traveling. 

Quick Overview of VoIP improve customer service and hospitality industry

In the hospitality industry, VoIP improves customer service and plays a significant role in enhancing guest experiences and streamlining operations. The technology has been widely adopted for the following reasons: 

1. Guest Services: VoIP improves communication between guests and staff, making it easy for guests to request services or report issues. Advanced call routing ensures guest calls are directed to the appropriate department or personnel, reducing wait times and enhancing guest satisfaction. 

2. Staff Communication: enables efficient communication among staff members, whether they are on-site or remote. Group calls, conferencing, and paging capabilities facilitate smooth coordination and collaboration, ultimately improving guest services. 

3. Cost Savings: By leveraging the internet for communication, VoIP significantly reduces telephony expenses, particularly for international calls. Additionally, the ease of scaling allows hotels to adjust their communication infrastructure according to seasonal fluctuations. 

Auberge du Lac Taureau & VoIP.ms – a case of success  

Auberge du Lac Taureau is a 4-star resort located in Quebec, offering guests a unique, authentic experience surrounded by nature. With 177 units, over 270 km of shoreline, and 95 km2 of surface area, the resort has built a strong reputation for its exceptional guest experiences. 

However, the property faced significant challenges in managing phone reservations, responding to voicemails, and keeping up with incoming call demands. VoIP.ms helped the hotel to streamline its communications, improve efficiency, and ultimately increase bookings by deploying a VoIP phone system. 

The Challenge 

The primary challenge faced by Auberge du Lac Taureau was the difficulty to handle the high volume of incoming phone calls from guests looking to make reservations or inquire about the resort's services, a process the resort carried out using voicemails from the clients. 

Handling many messages in their voicemail inbox in short periods of time was a struggle, so the property needed an efficient phone system that was easy to set up, entirely cloud-based, ensured to be remotely manageable, and provide support for remote workers' access. 

Solution 

Auberge du Lac Taureau partnered with VoIP.ms, a leading provider of Voice over Internet Protocol (VoIP) solutions, to implement a unified phone system tailored to the resort's needs. The VoIP.ms solution integrated ten different phone lines, providing the workforce with remote online access to the hotel's phone system. 

Key features used in the implementation included Interactive Voice Response (IVR), Calling Queues, Ring Groups, and Call Forwarding. These features allowed the resort to effectively manage and direct incoming calls to the appropriate departments, improving overall communication efficiency. 

Results 

With the help of VoIP.ms, Auberge du Lac Taureau achieved the following outcomes: 

1. Increased booking efficiency and guest satisfaction: By providing remote online access to the hotel's phone system, the resort's workforce was able to manage reservations more efficiently, leading to a significant increase in guest satisfaction. 

2. Streamlined communications: The integration of ten different phone lines into a single, unified system allowed for seamless communication between departments and improved overall management of incoming calls. 

3. Boosted number of bookings: The enhanced efficiency of the new phone system led to a significant increase in the total number of bookings, positively impacting on the resort's bottom line. 

4. Quick implementation time: The VoIP.ms solution was implemented in less than two business days, ensuring minimal disruption to the resort's operations. 

By partnering with VoIP.ms, Auberge du Lac Taureau was able to overcome the challenges of managing high call volumes and effectively streamline its communications. The implementation of a unified phone system not only improved the efficiency of the resort's workforce but also led to increased guest satisfaction and a significant increase in bookings. As a result, Auberge du Lac Taureau continues to thrive, offering guests a truly exceptional experience in the heart of Quebec's natural beauty.  

How VoIP Can Also Benefit Your Business 

As businesses continue to evolve in the digital age, in hospitality and many other industries, adopting efficient communication solutions is more critical than ever and by signing up with VoIP.ms, organizations of all sizes can gain a competitive edge in their capabilities.  

Here are three compelling reasons why you should get started with VoIP.ms:  

• 1. The cost savings are hard to ignore. VoIP.ms offers a transparent, pay-as-you-go pricing model, making it easy to budget and optimize your communication expenses. With no hidden costs and a multitude of included features, VoIP.ms proves itself as an economically wise choice. 

• 2. We offer a suite of advanced features that boost productivity and streamline communication. From call forwarding, and voicemail to email, and call recording, these features can be easily managed and customized through an intuitive user interface. This ensures that your communication strategy is tailored to your specific needs, giving you full control over your telephony experience. 

• 3. VoIP.ms offers unrivaled flexibility. Whether you're working from home or operating a global enterprise, this cloud-based service allows you to easily scale your telephony system as your needs evolve. Additionally, with the ability to connect to VoIP.ms through various devices, such as IP phones, softphones, and mobile apps, you can access your communication services from anywhere, at any time. 

Get started 

We understand that every business is different, and we are dedicated to crafting solutions that precisely align with your specific requirements, that’s why we use a customized approach to ensure the creation of VoIP phone systems perfectly tailored to your unique needs. 

Take advantage of our expertise and contact us today via email at [email protected] to discuss your needs and discover how we can provide you with an optimized system solution that drives your business forward.