When someone contacts the company, you have every confidence that your staff will convey the professionalism they were trained to do, but what about when they are not there? Are you sure your automated messages also put your business in its best light? Learn more https://www.e-complish.com
Consider A Professional Voiceover For IVR.
IVR ( Integrated Voice Response ) is great for handling high call volumes, but it’s more than just a way to route customer calls to the right person or automate customer support. It’s also an opportunity to make the right brand impression.
There are now more ways than ever to engage with a business, and while many operations focus on getting things like social media presence right, ivr payment sometimes gets overshadowed. It’s a shame and a missed opportunity because, as social creatures attuned to how others sound, we instantly sense when something isn’t quite right. Think about the times you’ve called a company.
A message has been clicked on; you hear the voice of someone who is likely a team member making a well-intentioned but random delivery. You hear noise when the mic is scratched, the ‘P’ and ‘S’ sounds are crackling and hissing, there’s background noise, and it all makes you wonder what other corners the company might have cut.
It would help if you did everything you could to ensure they aren’t unduly delayed while waiting for someone to help them. Simply having a line like “Your call is important to us” repeated every 30 seconds is unlikely to break the ice, so keep them in the loop with a well-thought-out script and a voice that works for your brand. In addition to getting your customers or prospects more engaged, a professionally recorded IVR will have the following benefits:
Solutions like this offer a complete service with a graphical user interface that allows you to project the entire customer contact experience onto the screen. Here are some tips on what you should consider when designing your IVR system.
Limiting Some Information
Your IVR should help your customers from the moment they contact you, so give each caller the information or solution they’re looking for as quickly as possible. But remember that our memories can only hold so much information at once, so don’t give callers more than four options. You will only frustrate your callers, and they may abandon the call.
Open All Hours
IVRs are designed to streamline service delivery. Customers have become accustomed to finding what they want 24 hours a day on the Internet. Now they’re also starting to expect the same kind of affordability from companies. You may not be able to meet all of their needs while you’re not there, but it’s worth providing a basic self-service option for customers who call when your business is closed, and you could also offer to call them back later.
Be sure to create dynamic menus, which means they change based on past interactions with the customer. You can improve the caller experience by offering more personal options based on the customer’s past choices.
An IVR cannot hope to resolve all of your customers’ queries, but it can help speed up getting them to the solution they seek. Putting them in a queue is sometimes not the best answer, so always give them the option to request a callback when the team is free to call them.