VoIP phones could help raise brand loyalty

Brand loyalty levels could be increased by putting in place a customer contact centre that uses VoIP phones.

VoIP phones typically allow closer integration between telephone and internet communications - in some cases also allowing instant messaging between those within the telephony network.

By enabling easier access to a broad range of communication types, companies could find their customer service specialists are better able to serve the needs of their callers.

Phil Kingsland, site director for internet users' educational and advisory portal Knowthenet, says many companies are currently opting to make greater use of social media to keep their customers informed.

At 24 per cent of firms, the percentage is almost as high as those using email marketing (25 per cent) or search engine marketing (29 per cent).

With IP telephony solutions, email and social media could be added to an existing customer service team with relatively little disruption, by putting the different methods of communication at their fingertips.