Savvy companies don't miss opportunities to connect with their callers, whether it's a new customer or a loyal patron. But callers do get impatient and hang-up when their phone experience is frustrating, even before they can be put on hold. Some of the many reasons for these disconnects are unhelpful or confusing interactive phone menu options, poor navigation within the system or a lack of viable options.
Careful consideration upfront of the navigation and menus help to create smooth transitions between initial contact and ultimate destination.
Make use of meaningful voice prompt solutions.
You can count on improving customer phone satisfaction ratings by providing instant access to the information and services they need. If you carefully review your business processes and regular customer interactions, you'll be able to effectively map out the interface that meets the needs of nearly all callers. Being selective is important, as automating the things people don't care about simply creates delays and frustration.
Above all - Make it easy and quick.
Pay attention to the number of options you offer and create subdirectories where needed. Have your employees routinely give clientele who call often, the bypass options for the auto attendant greetings and phone prompts they don't need.
Speak plainly to your callers.
Save the insider jargon, abbreviations and acronyms for internal memos. Make it a priority to know what your customers commonly call your products or services.
Make smart use of silence.
Well-timed pauses help novice and experienced callers navigate phone systems more effectively.
Make it easy for callers to reach the operator, a receptionist or agent.
Add a 'press zero at any time' option to alleviate frustration. This choice will lower call time and save you money in the long run. You can always add a friendly 'What product are you interested in?' prompt to get them to the agent that can best assist.
Always treat callers with respect.
You'll be amazed by the difference that a pleasant, trained voice and the occasional 'please' and 'thank you' will make in the caller's willingness to use an automated system.
Consider offering Spanish language prompts.
This will allow your system to serve a different customer base.
And finally, review greetings and prompts from time to time to insure that they coincide with current business operations and update them as necessary.
