Communicating is an essential part of any business, whether you’re resolving a customer issue, making an appointment or just working internally with your team. Being able to communicate clearly is a non-negotiable which is why many businesses have shifted to Voice over Internet Protocol (VoIP).
With VoIP, the Internet is used to make and receive calls. It’s cheaper and more flexible than traditional phone lines and with the landline switch-off approaching in 2027, it makes sense to make the move.
The thing is, VoIP solutions are not a one-size-fits-all and what may work wonders for one industry may be completely unsuitable for another. And if you choose the wrong one, it could lead to poor calls and wasted money which nobody wants, right?
So the question is, which VoIP is right for you and your industry? Let’s get into it.
Why Should Your Industry Influence Your VoIP Decision?
No industry is the same. Each one has different communication requirements, ways of operating and client expectations. When it comes to VoIP, a call centre may require call routing while a small marketing agency just needs a budget-friendly virtual number.
It’s risky to choose a VoIP plan without assessing what your industry needs are. You could end up spending money unnecessarily or miss out on using features that could actually benefit you.
How To Choose The Right VoIP Based On Your Industry
If you are considering making the switch to VoIP, here are some of the features that you should look out for tailored to your specific industry.
Healthcare Or Medical Practices
In this industry, nothing is more important than patient confidentiality whether you are a GP, physiotherapist or a dentist. It’s a high-risk industry too which means your VoIP system needs to be both secure and legally compliant.
You’ll also need your VoIP provider to sign a Business Associate Agreement (BAA) as part of your HIPAA compliance.
Top Features:
- GDPR compliance for sensitive patient information.
- Call recording that is encrypted for both legal and training purposes.
- Voicemail-to-email transcription to help get through messages quicker.
Retail Or E-commerce
Customer interaction is everything, irrespective of whether you run an online store or have a physical location. Just one missed call could mean losing out on a potential sale and large call volumes need to be handled as efficiently as possible.
Here, you should try to choose a VoIP plan with unlimited calls and auto-attendants to help with call management.
Top Features:
- CRM integration to sync with e-commerce platforms like Shopify.
- Call queuing to keep customers in line.
- Chat support to help with order confirmations and delivery updates.
Law Firms Or Legal Services
Every call is usually an important one and could be a potential case to take on. So, your VoIP system should focus on client trust and documentation. Even using professional greetings or music while clients hold can make your firm stand out.
Top Features:
- Call recording and transcriptions to keep records of every call.
- Call analytics to assist with billable hours.
- Voicemail-to-email to manage urgent calls.
Real Estate
Real estate agents are always on-the-go and rarely sitting still. Since you are always out and about meeting clients and doing showings, your VoIP plan should be primarily mobile-first to accommodate this.
It’s also recommended to use a provider that allows number porting so you can keep your original number even if you switch.
Top Features:
- Mobile apps to make and receive calls while on the move.
- Call recording to manage client preferences.
- Local numbers to build a local network.
Education Or Online Learning
Clear communication is a must-have when you run online courses or work for a university. VoIP should help with making communication easier between staff as well as with students and their guardians.
You could also qualify for an education discount if you are a registered organisation, depending on the VoIP provider.
Top Features:
- Video conferencing for online learning sessions.
- Voicemail transcription to assist busy teachers or lecturers.
- Virtual extensions for seamless contact between departments.
Call Centres
Call centres handle massive call volumes on a daily basis and require a VoIP system that specialises in advanced call routing, reporting and support for agents. Since these centres are always growing, the VoIP plan should be easily scaled as well to support growth.
Top Features:
- Real-time analytics to monitor call times and drop rates.
- Automatic call distribution to route the call to the correct agent.
- Omni-channel support to integrate calls, e-mails and chats.
Finance Or Accounting
In finance, your reputation is built on trust with your clients. You’ll need a VoIP system with secure communication and time tracking. It’s also handy to have a plan with data centre redundancy so if one server goes down, another one kicks in to reduce downtime.
Top Features:
- Call encryption to secure client information.
- Call logs and time tracking for billing purposes.
- Secure voicemail when discussing sensitive financial information.
