Small business owners will ask themselves: what do we need from our communications platform? This is an important question to ask, because when a business owner decides that they need a new phone system. Are they getting one that does something new or one that is out of the box new? Time and time again, they will get the latter. The thing that always needs to be considered is whether your phone system can satisfy the needs of the business, which generally is customer satisfaction.
The average consumer engaging with small business, will often use instant messaging and video conferencing. Thanks to innovation, phone systems now do more than just dial and receive. Business owners have to consider, how am I going to interact with a consumer who prefer to instant message, video conference and get their answers from social media?