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Viva Las Vegas! Ooma Makes News at CES 2019

By Jim Gustke|Monday January 7, 2019

The big Consumer Electronics Show starts its annual run in Las Vegas tomorrow and Ooma is marking the occasion by unveiling new ways for you to keep connected with your home.

Here’s the scoop:

1. A Smarter Security Camera

What makes a security camera smart? How about the ability to recognize individual faces, not just that a person has entered the scene? Or to turn itself off automatically when you come home and want privacy, then automatically turn back on when you leave? Or sees in the dark?

The new Ooma home security cam lives up to its name by doing all of this and more.

CES 2019 Ooma Smart Cam

Coming in the first quarter for $149.99, Ooma Smart Cam has it all, including night vision, two-way audio, recording in full 1080p HD video and even includes a magnetic mount in the box.

2.  Wireless home phone for less than the cost of a landline

For anyone looking to get rid of overpriced landline phone service or add a home phone in a location where landlines aren’t available, Ooma can now offer a wireless phone at a much lower cost.

The new Ooma Telo 4G, coming in the first quarter for $149.99, bundles together the Ooma Telo base station with the new Ooma Connect 4G adapter. The adapter provides a wireless internet connection through nationwide Sprint 4G LTE network, so there’s no need for any other internet connection in the home. Service is just $14.99 a month for unlimited talk.

CES 2019 Ooma Telo 4G

To keep the Ooma Telo 4G working even during power outages, Ooma is offering a lithium ion power bank for $34.99 that runs the system for up to 10 hours.

3. Always Connected Smart Security

The Ooma Connect 4G adapter, priced at $79.99, can also be used to connect your Ooma Smart Security system to Sprint’s 4G LTE network. Adding the Ooma-certified lithium ion power bank will keep Ooma Smart Security up and running for up to 10 hours during a power failure.

The 4G Basic plan at $4.99 a month provides unlimited connectivity for security notifications, making it possible to set up Ooma Smart Security almost anywhere.

4. New Options for Ooma Smart Security

We’re constantly looking for ways to give more options to users of Ooma Smart Security. At CES, we’re got three upgrades:

Ooma Smart Security products with Ooma Connect 4G

  • Voice announcements through the Ooma HD3 Handset. Ooma Smart Security is the only consumer-installed security system to provide customized voice announcements when sensors are triggered. Today, these announcements come through the base station, such as “Front door is open” or “Motion detected in living room.” Next month, voice announcements will also come through the Ooma HD3 Handset priced at $49.99. The HD3 can be placed on a bedside nightstand or carried to wherever voice announcements are most helpful.
  • Turning on Ooma Smart Security through Amazon Alexa and Google Home. The flip side of Ooma Home Security talking to you is you talking to Ooma. We’ve just expanded voice controls for Amazon Alexa and Google Home by adding an “arm” command for use when leaving home. Ooma already offers commands for disarming the system when returning home and for checking system status.

If you want to see for yourself and you’re among the 180,000 people expected to attend CES – jamming every hotel, restaurant and taxi line in Las Vegas to the bursting point – then you’re invited to stop by the Ooma booth at the Sands Expo Hall (# 41146) any time during show hours, from Tuesday, Jan. 8, through Friday. Jan. 11. See you there!

If you’re skipping all the crowds and noise, join our Facebook Live tour of the Ooma booth at 11 am Pacific on Tuesday, Jan. 8 at www.facebook.com/oomainc. You’ll be able to ask questions and post comments as we show off all our new products and features.

 

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Ooma Business Starter Pack

Ooma Phone Business Starter Pack

Comes with:
– 1 Ooma Office Base Station
– 2 Wireless extensions
*Compatible with existing analog phones

Loyal customers are critical to business success because they tend to be a source of repeat business. According to The Loyalty Report 2018, “Loyalty programs that establish positive emotional connections with Members see 27% more of their Membership increasing their spend with the Brand.” This research tells us that building customer loyalty can lead to more spending.

Loyalty programs vs. improving customer experience: Designing your approach

There are different approaches to building customer loyalty. Some companies use loyalty program cards, bonus offers and other incentives. You might offer access to special deals like CVS or take 5% off the purchase price like Target. You might even give some or part of your product away for free, like airlines that provide free flights through their loyalty programs. What if your small business isn’t interested or able to offer these kinds of loyalty programs?

There is another way to encourage loyal customers to keep giving you repeat business. Gather customer feedback through a phone survey and then use that data to improve the customer experience. When customers see that the business owner has acted on their feedback, they may feel inspired to return to that business. That means more revenue for the bottom line. You just need a fast and straightforward way to conduct a customer satisfaction survey. That’s where a focused business phone survey comes in.

Why increasing customer loyalty with a phone survey is a good choice.

Organizing a customer satisfaction survey by phone offers notable advantages compared to other methods. While a net promoter survey can give you interesting data, there is no conversational element involved. Further, using the net promoter survey approach effectively requires a certain degree of specialized training in the net promoter methodology.

You might also consider online customer surveys. Surveying your email list or website is worth attempting. Depending on the size of your email list or website traffic, you might be able to get a large number of survey responses. The challenge with online customer surveys is that you will have to spend a lot of time reviewing the data to find insights. There is no way to ask a customer to clarify their survey responses or provide an example.

Conducting a customer satisfaction survey by phone gives you the best of both worlds. You can ask questions and get survey responses. However, you also have the opportunity to provide the human touch. For instance, you may hear a customer complain about a lost or delayed order. When you hear about a problem during a phone survey, you can gather all the necessary details to make the situation right with the customer.

How to increase customer loyalty with a phone survey step by step.

The following steps give you a starting point to create a simple customer satisfaction survey. Over the course of a month, you could gather a significant amount of insights to improve your customer service by calling five to 10 customers per day.

  1. Define your customer satisfaction survey goals.

Before calling a single customer, reflect on your business goals. Are you seeking to improve your profit margins? In that case, you may want to focus your survey on the customers that spend the most on your business. Finding ways to make high-spending customers content may give you an excellent return. Alternatively, you may decide to focus your survey project on whether your local SEO has attracted customers. 

  1. Write your customer satisfaction survey questions.

Now that you have clarity on your goals, it is time to write your questions. According to Survey Monkey, a survey software company, it is best to focus your survey on closed-ended questions. An example of a closed-ended question would be: “How many times have you bought from our business in the past 12 months?” However, this kind of question may not give you the ideas you need to improve the customer experience.

At the end of the survey, consider asking one or two open-ended questions to understand better what your customers like. Encourage customers to think creatively with a question like this: “If you could change anything in our business, what would you improve?”

Tip: Reduce your need for note-taking by using call recording, but make sure that you ask for permission first.

  1. Test the survey with a small group of customers.

With your list of customer satisfaction questions, make a few test phone calls to customers. The purpose of the test is to discover if any of the questions are unclear. If you receive confusing answers, revise the question to make them clearer.

  1. Train employees on how to gather survey responses.

Consider running a few training phone calls for your employees. Ask them to call you or other employees in a role-playing scenario. Making a few practice calls will help your employees become more familiar with the questions. Besides, practice phone surveys will help employees learn how to record survey responses accurately. Once the training is complete, give your staff a list of customers to call and let them get started.

  1. Review the survey responses for insights and follow up with customers.

After all of the survey responses are in, schedule time to review the results. In particular, look for patterns in the results. If a large number of people gave low scores to your website, you may need to make improvements. Also, review the survey responses received in the open-ended questions. You might be pleasantly surprised at what customers tell you.

  1. Follow up with customers after the survey when needed.

A phone survey lets you gather rich insights because you can quickly ask follow-up questions. However, merely gathering survey responses may not impress your customers very much. Instead, offer to refer problems to the business owner for improvement or offer to enter the respondent in a drawing for a gift card. That is a much more compelling improvement! By addressing problems and issues when they arise, you stand a much better chance of winning additional loyal customers.