The growing use of an automation service or auto attendant in businesses is something that customers have come to expect during phone calls. Depending on their set up, however, determines whether it is a convenience for the customer or headache. Businesses use this service to provide common information to customers calling in with general questions and also use them to properly sort the calls to the correct department for more information. Sometimes, this simple service can build into a complex system that will overwhelm and frustrate customers.
When you build your automated service for your business, consider the following to promote the service for your customers and make it a convenience.
1. Main Information First
As you begin customizing and sorting the information that will be available on the system, make sure that the most inquired information is made available first in the menu. For example, if one of your main calls refers to hours and locations, make that information available when the customer presses “1” for more information. Sequence your information throughout the menu this way, with the most required information first.
Also, give them the number to contact an associate to prevent listening to a menu that will not apply to their question. Some customers will have unique questions and inquire about non-common information. This option should be available to prevent them from searching it out through the different options on the menu.
2. Short & Sweet
Nothing irritates a customer more about an automated service more than a lengthy and unnecessary message on the phone. When navigating the customer through the menu available, keep the message for each number short and to the point. When the customer chooses the option they need, at that time they can receive a more detailed message. Information such as hours and location should be set aside within its own number on the menu. Not every customer calling is inquiring about this information. Forcing them to listen to unneeded information may cause them to not call at all or hang up the call before their question can be answered.
3. Tone, Voice, & Clarity
The voice that is being used on the automated service should be a clear tone first and foremost. All customers calling in should be able to understand the voice speaking. Also, the tone should always be professional, despite whatever atmosphere your business may have. Although the business may operate in a more casual manner, new customers and unknowing customers may develop an unfavorable opinion based upon the tone of the system.
4. Remember It Is A Resource
An automated system is a resource for your business, and it is best to treat it that way. It is in no way a primary substitute for customer service. If your automated service is more of a maze, requiring customers to spend minutes weeding through the menu, then you may just lose customers. It allows more general calls to be answered, which opens associates up for the more in-depth inquiries. Some of your customers may not want to navigate through the automated system, despite how simple it may be. Because of this, a customer service associate should always be available.
While this feature is beneficial to maximize the number of phone calls answered, it is not designed to be a replacement for your customer service associates. Let this system provide the most general of information for those who need it, but also be brief for all callers. If you would like to add this feature as a resource, contact us today to assist you with designing this system to keep it simple but convenient.