Call routing for your business is critical to retaining happy customers and doing it the right way increases your satisfaction ratings. What could possibly be worse than getting stuck in Answering Machine Hell when you’re trying to call a business to secure a service or purchase a product? Well, the truth is, a fast busy tone or endless ringing without an answer is much worse.
Customers rightfully expect an answer when they call a business. For most people, being redirected to voicemail on a personal call is an acceptable outcome, but for a business – voicemail just won’t do. If you’re not ready to provide customers with service when they need it, they’ll move on to the next company without hesitation.
Don’t lose your customers!
When people call your shop or office, they’re prepared to do business at that moment. That is precisely the time to show them that you’re prepared to make that connection.
People are so used to getting an answer of some sort that even a repeat customer might just decide to go with an alternate provider. No answer or generic message on your business line means they really aren’t that important to you. Instead, try offering a call routing tree to help address common questions immediately in a per-recorded message. If your business offers multiple services, callers can choose the option they need now and be directed accordingly.
Use the power of information by reviewing your call reporting tools to make better decisions. Gain instant access to details about who is calling, how long they waited for an answer, why they called and how you can better serve them. This also lets you know if you have a potential training issue or staff shortage that may be causing a problem in service.
Call Routing Review
Added Value in Hold Messaging
Having professionally record hold messaging further adds to your pledge toward clarity and a polished image. Services like MarySaysItAllTM are a great fit for this as they make it easy and offer affordable services for every business.