New survey reveals customer-focused benefits of business VoIP and IP telephony


A survey by research group, Webtorials, has shown that businesses which adopt VoIP or IP telephony solutions tend to enjoy significant benefits both from an economic point of view, and from the mutually beneficial perspective of increased customer satisfaction.

According to the survey, over half the companies that have switched to business VoIP (voice over internet protocol) for their voice calls; or which have adopted broader internet protocol (IP) telephony methods of sending and receiving both voice and non-voice data; are currently enjoying cost savings of at least 20%.

At the same time, 46% of those businesses surveyed using VoIP or IP telephony, also claim to have increased productivity by at least 10%.

Webtorials claims that business VoIP and IP telephony can also significantly contribute to helping companies sustain extremely high levels of customer satisfaction; a claim very much in line with other findings on VoIP and IP telephony adoption which have pointed to vast improvements in customer call handling efficiencies.

However, the Webtorials survey becomes even more interesting when it identifies a willingness on the part of customers to pay a premium for such high levels of service; as much as 15% for ‘exceptional’ service from larger companies; but an even higher rate of 20% for such high levels of service from small to medium size enterprises (SMEs).

These findings, argues Webtorials, when taken together with its identification of a preference among customers to buy from SMEs rather than larger companies (58% as against 16%); suggest that SMEs have as much, if not more, to gain from adopting business VoIP and IP telephony than larger organizations.

Furthermore, Webtorials points out that those SMEs lacking sufficient capital to install new state of the art business phone systems can now benefit from the services of a host business VoIP provider or VoIP reseller.