Many companies and private ventures use self-service options for their telephone systems. These allow customers to choose from a set of options that cover the vast majority of the topics of those calls. On the other hand, painting customers and their needs in such broad strokes is highly impersonal and may lead to the customer feeling unvalued. Customer service is about talking to as many clients as possible while providing them with the best ways to meet their needs. Making this choice will determine how you interact with customers on all levels.
Press “1” for Positive Aspects
An automated call center can streamline most customer service situations. Not every phone call is going to come through clearly, and having a person on the other end trying to hear unclear messages can muddle orders or confuse the people for whom those messages are intended. In addition, a person can only handle one call at a time without placing someone on hold. If calls start to pile up, a human service can become overwhelmed on a busy day. A digital call service can handle more calls at once and organize them by the time the original call came through, which can help prioritize orders and provide records for future service needs.
Press “2” for Negative Aspects
Customer service is designed around human interaction. When people want to speak to a person, a robotic voice makes for a poor substitute. In addition, a computer can only handle so many options. There are only ten numbered buttons on phones, and one of them is usually reserved for calling a person anyway. Plus, shuffling through a multitude of menus is confusing on a phone system, where keeping track of every option can be a chore for the caller. You will also need to choose a provider if you don’t have the ability to set up your own options. Changing this provider is more complicated than using humans as contact points, since you can end up with significant downtime between terminating the contract and installing a new service.
Press “8” to Weigh Options
It is possible to use a blended system, letting the machine guide calls to waiting people in order to segment and organize the calls by topic. This is only practical in large companies that provide a great number of services, though. A simple automated option is a good choice for small businesses that take only so many calls per day. Larger businesses should probably invest in a proper call center in order to meet their customers’ more diverse needs.
Press “0” for the Operator
Advanced Communications Solutions is happy to help you choose the best phone system for your home and office. We can help you no matter what you need.
For more information, call us at 1-800-750-3624 or visit BuyTelephoneSystem.com today for all of your telephone and telecommunications needs. You can also follow Advanced Communication Systems on Facebook, Twitter, LinkedIn, and Google+ to stay up to date with all of the latest developments and news in communication systems.