How your phone system can help you meet your customer experience objectives
A 2020 study concluded that callers to SMEs spend 20% of call time on hold, which means you’ve got time to engage callers in your products and services, and make their experience of getting an answer to their question as easy as possible. But how can you use your phone system as a tool to improve CX?
Make it easy for callers to get the answers they need
Premier Business Audio’s professional prompt recordings create truly useful IVR menus that help callers quickly reach the right person to resolve their query. What’s more, informative and sincerely empathetic in-queue messages help direct callers to other communication channels that may be better suited to their reason for calling, which helps to reduce caller frustration, and take the pressure off when you’re receiving more calls than normal.
Prompts can also be used to keep callers informed of planned disruptions to service. Here’s an example:
An electricity provider needs to work on the local network. In a week’s time, the electricity for three postcode areas will be switched off for an hour at 2pm. In the lead up to the works taking place, we can provide professional recordings that, in addition to other communications, let callers know of the planned outage.
Callers who weren’t aware of the outage and are calling to report the power cut are satisfied that their enquiry is in hand, instead of growing more frustrated as wait times grow. Plus, queue length is drastically reduced for all other callers.
So it’s easy to see how these tools can lead to direct increases in CSAT/NPS scores.
Relevant, up to date marketing
Once a caller is waiting in queue, they are a captive audience for promotions and marketing messages. Playing marketing messages to waiting callers keeps them updated with all your promotions, and helps them engage with the products and services your offer.
Harnessing this opportunity to engage and delight customers has led some businesses to increase sales, with 93% of customers saying they would be likely to make an additional purchase with companies who offer excellent experiences.1
Showing callers your brand
It’s estimated that consistent brand presentation increases revenue by an average of 23%,2 and we make it easy to extend your brand across your phone system using bespoke recordings. What’s more – our bank of 300+ professional voice artists makes it easy to sound local, wherever you operate.
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Why not talk to us about how we can help you meet your customer experience objectives?
