Improving Customer Satisfaction With Automated Call Answering Features
Hosted VoIP solutions can significantly increase customer satisfaction with your company
. An increasing number of businesses out there now depend on automated phone systems to answer incoming calls and direct phone traffic internally.Choosing the right system can make the difference between a happy, appreciative client and an irritated, frustrated one. Two main options that significantly increase customer satisfaction are a good greeting and appropriate menu options.
Automated Greetings
Your automated greeting needs to be personable, distinct, and to the point, so customers feel upbeat and not like they are entering phone menu hell. A monotone, bored sounding message gives an impression not unlike entering a waiting room and being told brusquely, 'take a seat' by the receptionist without so much as a smile or a hello.
Make sure your automated greeting mirrors the way you would expect any of your staff to greet a consumer in person. Many systems can be set up with several options - a 'good morning' and 'good afternoon' option, for example. This creates a sense of timeliness and encourages your customer by letting them know you are definitely on the ball!
Follow up your greeting with a company identification so they know they dialed the right number, then get down to directing them via the menu so they can reach the right person as soon as possible.
"Good morning! We at Custom Design Incorporated are looking forward to serving you. To make sure that you are quickly connected with the correct staff member to assist you, please listen to and choose from the following options:..."
Menu System
Make an option to talk to a live person available not in the first tier of options, but definitely in the second. You want to encourage callers to use your menu to get routed to the right department or person; but you also want to be available as needed for issues not covered by your menu options.
You can select several different features when it comes to menu options. Mix and match for the best customer experience. You may have one person in charge of returns or refunds. You can have that menu option set to ring through to their desk, then to their mobile, and back to a voicemail accessible from their browser if they can't take the call.
Another department (sales for example) may have multiple personnel. You can opt to have the call routed through them in order until one picks up, or have all phones in the department ring simultaneously, allowing any free staff member to elect to take the call.
Using your hosted VoIP features appropriately allows you to enhance user experience, and give your customers the best service possible.
by: Andrew Wiggin