7 Ways Your Business Phone System Can Improve Customer Experience
- Luke Sheridan
- May 8
- 6 min read
Every missed call is a missed opportunity, and most customers don’t give a second chance.
Customer experience (CX) is still king when it comes to winning over a customer, and this hasn’t changed since the dawn of trading goods and services. Zendesk research cited that 73% of consumers will switch to a competitor after multiple bad support experiences. This data highlights just how critical it is for businesses across Australia to marry their AI tech with genuine customer service and get it right the first time, and keep it right.
A modern business phone system is no longer just a tool for making calls. It’s a powerful platform for delivering responsive, efficient, and personalised communication. With advanced features powered by AI and seamless integration with other tools, today’s phone systems help businesses of all sizes deliver better service, improve efficiency, and ultimately boost customer loyalty. This article will explore seven practical ways your business phone system can directly improve the customer experience, giving your business a competitive edge through smarter, more connected communication.
Why Customer Experience Matters in Today's Market
Improving the customer experience can be the sole deciding factor between winning and losing business. Australian consumers are expecting fast, efficient, and highly personalised service. Businesses that fail to meet these expectations risk losing customers and revenue.
In fact, according to a PwC report, 86% of buyers are willing to pay more for a great customer experience. This willingness to spend more underscores how valuable CX is as a competitive differentiator. When customers feel understood and supported, they are more likely to stay loyal, recommend your services, and return in the future.
A modern business phone system plays a pivotal role in delivering this kind of service. From streamlining call handling to enabling intelligent integrations with your CRM, the right solution helps create an experience that customers are willing to pay for and return.
1. Streamlined Call Routing Improves First Contact Resolution
First Contact Resolution is a key performance indicator for customer satisfaction. When customers call your business, they want their issues resolved quickly, preferably without being transferred multiple times. An outdated phone system can slow things down, frustrating and disengaging customers.
Modern business phone systems use intelligent call routing powered by AI to direct calls to the right person or department from the outset. Whether based on a caller's previous history, the number they're calling from, or the keywords they use in an automated menu, intelligent call routing helps ensure a smoother journey. This reduces average handling time and increases resolution rates, resulting in happier customers and more efficient support teams.
2. Multi-Channel Functionality Helps You Stay Responsive
Customers don't always call during business hours or communicate in the same way, but that doesn't mean they should be left wanting for more information that leads to a sale, either. Multi-channel functionality like Voicemail-to-email, sms or webChat ensures that customer messages never go unheard. These features can be directed to a single email inbox or integrate directly with your CRM, allowing staff to triage and respond quickly, even outside office hours.
This is especially useful for small teams or businesses with remote workers. Rather than relying on someone to log into a central voicemail inbox, notifications across all channels can be distributed instantly across departments, ensuring that urgent enquiries are addressed promptly. It also allows for faster team collaboration, improving response times and customer perception.
3. CRM Integration Enables Personalised Customer Service
Nothing says 'we value your business' like personalisation. Being in the moment with the customer and their issue at hand makes all the difference. When your phone system integrates seamlessly with your Customer Relationship Management (CRM) platform, staff have real-time access to customer information when a call is received.
Details like purchase history, previous interactions, and notes on preferences or issues help your team tailor the conversation and offer more relevant solutions. Having these details at hand removes the need for customers to repeat themselves - one of the top complaints in customer service - and helps build stronger, trust-based relationships. For example, AI-powered systems like Dialpad offer rich CRM integrations that improve efficiency and create more engaging, context-aware conversations.
4. Multi-Device Access Supports Remote Teams
Remote and hybrid work models are firmly embedded in the Australian workday. A communication system that relies solely on desk phones or static infrastructure isn't viable for today's flexible workplaces. Cloud-based business phone systems allow staff to make and receive calls using their laptop, mobile, or tablet - wherever they are.Â
Cloud-based business phone systems ensure continuity of service even when team members are on the move or working from home. By enabling seamless handoff between devices, staff can remain productive and responsive, which is vital for maintaining consistent, high-quality customer service across all channels and touchpoints.
5. Call Analytics Help You Track and Improve Service Quality
You can't improve what you don't measure. Call analytics provide valuable insights into performance metrics such as call duration, wait times, missed calls, and call volume patterns. This data helps managers monitor service quality, identify gaps, and make evidence-based decisions.
For instance, by analysing peak call times, businesses can better allocate resources and adjust staffing levels to avoid long wait times. Analytics also reveal agent performance trends, helping to identify coaching opportunities and reward high performers. Some platforms use AI to analyse sentiment, providing even deeper insights into how customers feel during interactions and adding a new layer of strategic value to your phone system.
6. Auto Attendants Provide 24/7 Support Options
Australian businesses often face challenges in providing after-hours support without incurring high overheads. Auto attendants offer a cost-effective solution by acting as virtual receptionists who operate around the clock.
These systems allow callers to navigate a menu system to find the needed information or department. Whether they're checking a service status, booking an appointment, or being routed to an emergency contact, customers can get the assistance they need even when live support isn't available. This level of availability shows customers that you're serious about accessibility and responsiveness, core elements of a great customer experience.
7. Smarter Call Recording and Analysis Enhances Training and Quality Control
Quality assurance is essential in delivering consistent service. Smart Call recording, transcription and analysis allow businesses to easily monitor real customer interactions for analysis and training purposes. Supervisors can review calls and transcripts to ensure agents follow best practices, use appropriate language, and provide accurate information. More advanced features that are available on some platforms, like AI sentiment analysis and keyword identification, provide even greater ability to dive into customer interactions and recommend improvements or changes to business processes.
Features like this also serve as a valuable resource for onboarding new staff, allowing them to learn from real-world examples and best practices. Furthermore, in a dispute or miscommunication, having call data available either via recording, transcript, or AI summary can help quickly resolve the issue, protecting both the business and the customer. This transparency and accountability contribute directly to trust and satisfaction.
Choosing the Right Phone System for Customer Experience
Not all phone systems are created equal. To truly enhance customer experience, businesses must choose a solution that aligns with their scalability, mobility, integration, and support needs. Untangled partners with leading communication platforms like Dialpad, Microsoft Teams, and Telstra to deliver flexible, AI-powered solutions that simplify complex communication challenges.
Whether you're a growing small business or an established enterprise, selecting a phone system that supports intelligent call handling, advanced analytics, and seamless remote access is critical. With the right tools in place, you can transform how you connect with customers and set your business apart from the competition.
Conclusion
Modern phone systems are no longer just about making calls but improving customer experiences. Features like AI-powered call routing, CRM integration, call analytics, and voicemail-to-email enable businesses to respond faster, work smarter, and build stronger customer relationships.
Investing in an advanced, cloud-based communication solution improves day-to-day operations and ensures your brand delivers on the promises of availability, personalisation, and quality service. With the right phone system, you're not just keeping up but leading the way in customer experience.
Untangled Helps Drive A Customer Experience To Keep Them Coming Back
At Untangled, we help businesses like yours implement smarter phone systems that improve every part of the customer journey, from the first call to the follow-up. With AI-powered features, seamless CRM integration, and flexible cloud access, your team can stay responsive, and your customers stay loyal.
Let’s make every call count. Talk to our team or visit our Customer Engagement Services about upgrading your business phone system for better customer experiences.