We all know how important it is for a business to make a good impression. That impression is created by a multitude of micro-moments that ultimately define the customer experience. But can we ever be totally sure that each of those moments is exactly how we would like it to be? We all tell horror stories about that one time a company had us on hold for hours, or that social media post gone wrong, or even the exact individual who gave us terrible customer service. For each of those bad experiences, it takes several good experiences to turn that customer’s perception back to positive. So what can you do?
Mastering the First Impression
Just like the homepage of a website sets the tone and defines the next steps for your brand online, so too does your phone system greeting. Unlike the homepage of a website, your callers give you their utmost attention when their call is answered. They are not browsing like they would online, they’re ready with a question or concern. Does your current greeting point them in the right direction? Does it make them feel taken care of?
Auto Attendant Greetings
One feature our customers take particular advantage of is the Auto Attendant. Small and large companies alike appreciate the value in professional appearance and seamless call routing that ensures their customers are directed to the department or individual that can answer their questions quickly. The auto attendant begins with a greeting that welcomes callers to the company, gives them any pertinent information, and promotes their brand. The next step depends entirely on your business structure. Common executions include directing callers to particular departments, for example, “For customer service, please press 2. For billing questions, please press 3.” Smaller companies may simply say, “If you know your party’s extension, please enter it now. To listen to the company directory, please stay on the line.”
Options, Options, Options
Every business is different. Our goal is to work with our customer’s unique brands to reach their ideal setup. This rings true for greetings as well. For many, uploading a custom greeting is ideal and lets customers hear a familiar voice from the get-go. For those who need a quick solution, synthesized greetings allow them to type out a script and immediately receive their recording. For those who want a real voice on the line for a low fee, we offer standard recordings that feature either a male or female voice from our in-house voice talent. Finally, for those who are looking for a particular impression in the highest possible quality, we offer professional greetings.
Professional Greetings from Snap Recordings
Earlier today, we announced via press release our new partnership with Snap Recordings. We’re very excited to be partnering with them and even more excited to offer our customers access to their library of over 80 professional voice actors in multiple languages and accents to best match their brand. What’s even better is that there is no mystery! At any time, customers can preview the voices of each available voice actor, and even hear some examples of recordings based on profession. Have a law firm? Listen to a sample greeting, on-hold message, voice prompt, or voicemail message for a law firm. In real estate? Listen to samples in real estate. Snap Recordings even offers special packages should you want to refresh your entire phone system user experience. Click here to take a look for yourself.
Save 15% in June!
Ready to rule your customer experience? For the month of June, we’re offering 15% off ALL VirtualPBX orders through Snap Recordings. Simply use the promo code “June2015” at checkout.