The term ‘Live Agents’ has replaced the traditional “receptionist”. Not too long ago most businesses answered calls live during “normal” business hours. So much has changed in how we work and live and communicate, I’m not sure what is considered normal. Today customers expect 24/7, 365 support from any channel possible. In order to keep pace with customer demand auto-attendants are used everywhere – even local pizza shops. Once considered a tool for big businesses, auto-attendants and IVR are available in just about every phone system sold. But which is better? Answering the call with a live representative or having all calls go through a menu of options?
Every business owner knows the importance of accurate and timely communications to keep the company running smoothly. A missed call or message can mean a significant loss of revenue and possibly a lost client. The auto attendant on your phone system can help to solve this issue. The obvious feature not missing a call is just one benefit of this technology.
Working in our Client Relation’s Department we often get asked what is the difference between a voice prompt and IVR (Interactive Voice Response). IVR is a telephony technology that can process a combination of touch tones and voice inputs. IVR uses voice prompts to provide callers’ with instructions and directions for accessing information via phone. Voice prompts are used within an IVR? Yes, that wasn’t a typo, prompts are audio files that provide greetings or informational messages within a telephone voice processing system. They can be sentences, phrases or individual words. Unlike voice prompts an IVR system consists of a database, telephone equipment, a supporting infrastructure and software applications. Most IVR applications include:
If you’ve ever thought about recording your own prompts for your business, then you’ve probably already found out just how difficult it can be. Even with the right equipment (which alone costs thousands of dollars), depending on the word count it can take a week just to get the right recordings done. Maybe that’s why professionally recorded voice prompts are in such high demand.
Walk into almost any car dealership today and you’ll hear how providing an exceptional customer experience is vital to the way that business operates. Indeed, many automobile dealerships bend over backwards to offer perks to customers, including comfortable waiting rooms with free beverages and snacks and preferred customer programs. Some larger dealerships even boast that they have salespeople that can help customers in many languages. However, what about working with customers who speak a foreign language before they enter the store?
As a business owner, you are likely interested in providing superior quality at every customer touch point for your business. One of the first things a customer may encounter is your telephony technology, be it IVR, voice prompts, or an Auto Attendant. What can you do to ensure that your company shines with this type of technology?
Using an auto attendant system is a great way to care for your customers without all the overhead of a receptionist. This system will have numerous benefits for your business. Listed below are a few benefits associated with using this system.
Your IVR or Auto Attendant system is like the front door of your business – it’s the first thing people see and the first impression callers get. Not only is it the first impression, but a crucial part of your customer experience. When coupled with well-written voice prompts, the system helps callers navigate your phone system and reach an agent efficiently. A poorly constructed phone system can lead to caller frustration and aggravation.
We’ve gathered some popular Auto Attendant script examples to illustrate how a clear and concise script should look. Check out these scripts below and learn what makes them so efficient when communicating with callers.