Have you ever waited 45 minutes in a queue, just to be told you’re through to the wrong department? Well we have, and it’s not fun. Customers are often left frustrated when attempting to get through to the right place, only to be shut down or accidentally hung up on.
At Nimvelo, we like to make sure your customers are always happy to speak to you. If you are using Nimvelo Phone already, here are three things you can do to ensure your customers have a pleasant and stress-free experience, every time they call.
1. Set up an IVR (auto-attendant)
“Press 1 to speak to Gandalf. Press 2 to speak to Bilbo…”
An IVR (auto-attendant) makes it easier for customers to speak with the right person, quickly. Be sure to make it easy to navigate though, so the customer doesn’t get confused as to which department they are meant to be speaking with. Another advantage of using an IVR is the option to dial an extension directly. By allowing them to dial the extension number of the person they wish to speak to, a repeat caller can get to the right place much quicker than if they had to go through the motions of a new caller every time.
2. Use a call queue – but keep it short!
This one seems like common sense, but it’s amazing how often companies get it wrong. Adding a call queue ensures that your customers never hear a busy tone. By placing them in a queue, it also gives you the opportunity to relay some friendly marketing messages while they’re waiting. You may even consider allowing the caller to leave a message, rather than waiting; meaning if the caller is busy, they won’t need to wait around and can instead get a call back from the right member of your team directly, at a time that suits.
A call queue is perfect for ensuring more calls get answered, but be careful – don’t keep your callers waiting too long! Be sure to set a reasonable timeout period and transfer calls to a secondary/overflow destination to avoid callers eventually getting frustrated and going elsewhere.
3. Create forwarding rules
With Nimvelo Phone you’re able to create forwarding rules that suit you and your business, whether it be straight forwarding, or more advanced follow-me or time-based rules. If you need to step away from your desk, forwarding rules can be activated/deactivated via the web-based portal or by dialling a special code on your handset or phone app. Time-based rules work well when you need to send calls to alternative places at pre-determined times, either as a one-off or on a repeating basis. For example, Nimvelo’s own system has a time-based rule in place, to play an out-of-hours message after 5.30pm and before 9am. Messages can be personalised for all occasions; Christmas, bank holidays and when the office is closed.
Need help setting something up?
We’ve worked hard to create an easy-to-use yet powerful service that benefits both your business and your customers, regardless of your size. If you’d like to try out any of Nimvelo Phone’s powerful features but you’re not sure how to get started, visit our knowledgebase, email us, or say hello using the in-app messaging system and we’ll walk you through it.
Or, why not give us a call (we promise we won’t forward you to the wrong department. Ever).
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