Now available in iTunes is the latest Ooma Free Calling App for residential customers. Released in January 2018, the new iOS Ooma Free Calling App v7.2 provides customers with added functionality. Now it’s easier than ever before to use Ooma to make affordable and high-quality phone calls while also having seamless integration between your home phone and your mobile device.
What’s New With Version 7.2 of the Ooma Free Calling App?
There are two new major feature upgrades with Version 7.2. We think both of them will enhance your user experience, and we hope you agree.
The Ooma Free Calling App now offers full screen support with the iPhone X. With the 5.8-inch Super Retina display on your iPhone X, we know you want to be taking advantage of every single pixel of that beautiful screen. Because the X is shaped differently from every other iPhone, we reworked our app design to accommodate the different screen height, aspect ratio, and rounded corners. But if you don’t have an iPhone X, this newest version of the app will look just as good as it always has.
The second major feature upgrade of the new app is Apple CallKit integration. Because Apple CallKit is a developer framework, you may not be aware of it or what it does. But we’re excited about the advances in the app’s user interface that are possible because of this integration.
5 Reasons To Be Excited About Apple CallKit Integration
The behind-the-scenes work done by our developers to integrate Apple CallKit provides valuable features and functionality to Ooma users.
Here are five new features in the Ooma app v7.2 that are possible because of CallKit integration:
Your Ooma calls won’t be interrupted when someone calls your iPhone’s phone number. If you’re maintaining two numbers on a single device, they will no longer conflict with each other when both lines are in use.
You can answer incoming Ooma calls right from the lock screen. No more having to enter your passcode before being able to pick up the call.
When paired to a Bluetooth headset or a speaker, you can accept, finish and change volume of your call from the Bluetooth accessory. Going hands-free is important to our customers, so this update lets your Bluetooth gadget do the work for you.
You can initiate Ooma calls from your iPhone’s Contacts and Phone apps. Manage your contacts as you normally would, and choose to place your call using the Ooma app directly from your contact list. (The first time, you’ll need to press and hold the Call button and select the Ooma option.)
If, for some interesting reason, you prefer to keep things the old way, you can always turn off Integrated Calling in your phone’s Settings. Not everyone likes change, and it’s fine with us if you would rather use the latest Ooma Free Calling App without these calling features.
About Phone Service With Ooma
Ooma is an award-winning VoIP calling solution that provides comprehensive phone service that is higher quality and more affordable than traditional phone service. After purchasing the Ooma Telo residential hub, customers can choose between Basic and Premier service, with Premier customers having access to complete mobile calling functionality in the app as well as a range of advanced calling features including blocking spam callers, smart home integration, and more.
Dennis is the vice president of product management and technical advisory board member of Ooma and is responsible for creating an intuitive, compelling user experience.
Prior to joining Ooma, Dennis worked at Cisco Systems for 11 years where he began his career as a customer support engineer. He later joined the Escalation Team where he focused on fixing the most technically challenging problems, as well as supporting the design, rollout and operations of the largest remote access and broadband aggregation networks worldwide. He was honored with the title of Distinguished Support Engineer because of his expertise in networking protocols, isolating and fixing highly complex issues, and leadership among his peers.
Dennis holds Bachelor of Science and Master of Science degrees in Electrical Engineering from Stanford University.
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.
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.
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.
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.
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.
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.
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.