At Smiledog, our specialty is providing our customers the best in virtual reception services. Often, we’re approached with questions about auto-attendants, and whether they are worth considering as a cost-saving measure. In this high-stakes world of business where every dollar counts, it is only natural that business owners look for ways to economize in order to boost profits. While many companies opt for auto-attendants, we think that is often a mistake. You may ask, “Why?” Well, the answer is, simply, that most companies set up their auto-attendants in a way that really sacrifices customer service.
The Wrong Way To Use Auto-Attendants
If you want to increase customer frustration, then a poorly-designed phone system is a good place to start. When we say “poorly-designed,” it may be “great design” from the stand point of a phone company programming the auto-attendant. Most phone companies set up auto-attendants in a manner that makes it unlikely a call gets through to a live person. This reduces call volume and employee hours spent on the phone. However, anyone who has gotten trapped in an endless sea of options with no choice to reach a live person knows how frustrating these systems can be. Is that how you want your customers to feel when then call? Probably not.
Since the inception of auto-attendants, it’s become well-known that pressing 0 sometimes gets you directly to an operator. Once this became common knowledge, many people would just start pressing 0 whenever they reach an auto-attendant, without listening to the options. Some companies, wishing to keep call volumes to their receptionists low, eliminated this option all together. This solved the problem of companies who want to keep costs low, but it greatly increased the frustration of people who just wanted to talk to a “real person.”
The Right Way To Use Auto-Attendants
We feel that the best way to utilize an auto-attendant is to offer callers the option of a live answer, alongside automated options for things like physical address, directions, and more. Those who need a quick and easy answer can access it without incident, while those calling for the first time or with a particular concern can speak with a live person to get the help they need, say, by pressing 1. This splits the difference for businesses, allowing them to reduce call volume without causing their customers frustration.
You may think, well, that avenue defeats the purpose of auto-attendant, because you still have to have someone monitoring the phones. This is true, although there is another option. Smiledog could be your backup live call answer that you utilized with your auto-attendant. This would reduce call volume and increase your office productivity, and you maintain the level of customer service that you want as a growing business.
New Customers Grow Your Business
New customers calling your business want to talk to a live voice, not simply leave a voicemail or listen to a lengthy menu of options. There are many options these days, and you don’t want to lose a potential new client because they couldn’t get a person on the phone. Consider virtual reception as a backup for your auto-attendant, maximizing office productivity while also maximizing customer service.