VoIP Essentials for Small Businesses: Must-Have Features and Tools

By Emma Lewis, bOnline

Staying competitive is essential even for the smallest businesses. That means using the most effective communication tools possible; which definitely extends to your phone line.

One thing that’s becoming essential is Voice over Internet Protocol (VoIP for short). Forget traditional copper landlines here (they’re about to be switched off permanently anyway) – VoIP calls work via the internet, bringing a whole new range of features that save money, increase efficiency and enhance the customer experience.

 

 

How Does VoIP Work and Why Does It Matter For Small Businesses?

 

VoIP phone systems work by converting sound into digital ‘packets’ that are then sent over the internet instead of through traditional telephone lines. The sound is incredibly clear and unlike with mobile phones you don’t need to worry about black spots.

For small businesses, VoIP phones also often mean the chance to cut down on costly phone bills as well as tapping into features that make communication smoother and more professional. Plus, as VoIP systems are cloud-based you can typically access them on your smartphone, laptop or tablet which makes them ideal for working on the go. All you need is a reliable Wi-fi connection, 4G or 5G.

 

What Are Some of the Popular VoIP Features for Small Businesses?

 

There are loads of VoIP features out there, and each unique business will find some of them more useful than others. It’s worth doing your homework here as different providers tend to offer slightly different features.

Here are the must-have features that will likely be most valuable for small businesses, freelancers and startups:

Call Forwarding and Call Routing

 

A basic but essential feature, call forwarding and routing ensures that calls reach the right person no matter where they’re located. With VoIP, you can route calls to your mobile or even another team member if you’re not available. This keeps the customer experience smooth and prevents missed calls, which could lead to missed revenue.

 

Voicemail to Email

 

Voicemail to email is an incredibly convenient feature for busy professionals. When you receive a voicemail, the system sends an audio file of the message straight to your email. This allows you to listen and respond to messages without having to check voicemail boxes manually, improving response times and reducing the chances of missed messages.

 

Call Recording

 

Having the ability to record calls can be useful in a number of ways. Whether it’s for training purposes, reviewing interactions with clients, or staying compliant, call recording helps businesses maintain quality control and accountability. It’s especially useful for customer support and sales teams, as it means they can review calls and improve their approach over time.

 

Hold Music

 

Hold music can be surprisingly helpful for small businesses, giving callers a professional, polished impression while they wait.

Instead of silence, which can make people wonder if they’ve been disconnected, hold music reassures callers that their call is still active and that they haven’t been forgotten. A bit of music also helps fill those moments, reducing any potential frustration and making wait times feel shorter. It’s an easy way to keep callers engaged and set a positive tone, especially if you choose music that’s in keeping with your brand’s personality.

 

Automated Call Answering

 

For small businesses, especially those with very few staff, automated call answering is a lifesaver. It acts as a virtual receptionist, greeting callers and directing them to the appropriate person or team. Automated call answering can make a business appear larger and more professional, creating a positive first impression.

 

CRM Integration

 

For businesses that rely heavily on customer relationship management (CRM) software, VoIP systems with CRM integration are invaluable. This feature means that customer data will be displayed when a call comes in, making it easier to personalise conversations and give better quality customer service.

CRM integration can also streamline workflow and improve the overall customer experience by giving your team all the necessary information at their fingertips.

 

Analytics and Reporting

 

Analytics and reporting tools are ideal for small businesses who want to gain insights into call volume, call duration peak hours, and other essential information. By analysing call data, businesses can spot trends, improve staffing decisions and enhance customer service. VoIP systems with built-in reporting tools make it easy to monitor these metrics and make data-driven decisions to optimise your operations.

 

How To Get Started With VoIP

 

Setting up a VoIP system for your business is generally pretty straight-forward. Most providers (like bOnline) offer a setup process that’s primarily online with no technical knowledge or engineer visits.

To get started, consider your business’s specific needs, budget and future plans for growth. Once you’ve chosen a VoIP provider that aligns with these requirements, it’s also worth seeing if they offer a free trial as it’s a great way to see what works for you before making a commitment.