My business was doing well and I was quite happy. But there was a recurring complaint among my customers that at times their calls were not properly answered and often they had to wait long before they were connected to the person or department they want to speak to. Even there had been times when they could not speak to the right person because they were not properly routed. I understood the problem but could not realize how to address it. I started searching for alternative options and decided to use auto attendant.
Since I was already using a virtual phone system, using an auto attendant was quite easy for me. It is one of the features of a virtual phone and can be used without any expensive hardware, software or any installation. This is particularly helpful for me because my business is small and it has a strict budget. Any expenditure outside my budget can prove to be very expensive. I need not pay anything extra for using auto attendant. It is just another useful feature of my virtual phone system.
Proper Routing Of Calls
Now whenever a caller calls my office, an auto attendant answers the call. It greets my caller and presents a number of options that make his/her access to the right person faster and easier. For example, “Welcome to ABC Company. Press 1 to talk to sales 2 to talk to customer service….0 to talk to me directly.” My customers can now reach the department or person they want to talk to easily and without wasting much time. They are properly greeted, routed and are promptly answered – that has obviously had a positive influence on my customer satisfaction ratio.
Available All the Time
No receptionist can work round the clock. So there were instances earlier where my customer’s calls were unattended. But an auto attendant works round the clock and there’s no chance of going any call unanswered. This is also a great advantage for any business today. Customers are no longer restricted to local geographies but are located anywhere. So it is quite likely that you will receive calls 24×7. An auto attendant is more than appropriate for today’s business.
It is quite likely that a person will not be available all the time to answer calls. The auto attendant forwards the call to a voicemail box where the caller can leave a message. This is another beneficial aspect of this automated call attendant. Even when I am not available to answer my customer’s call, it will not allow any call to go unattended. I get an alert as soon as I receive a new voice message and I can call back my customers. It also gives me the freedom to forward calls to my colleagues and employees even when they are located across geographies.
Answering the Calls Professionally
The auto attendant has set a standard for answering all my calls, including my customer’s calls. Now I have a standard message for answering my calls. I can also use a professional voice over artist for recording my message and can also customize my message according to seasons and festivals to make it most relevant for my customers.
The auto attendant has an incredible influence on my business!