Nowadays, consumers have a variety of options for obtaining services and getting the help they need. They can use webchat, email, the Internet, and face-to-face contact, yet telephone customer service is still the first choice for most customers when they have questions or a problem that needs to be resolved.
In order to ensure your customers are happy with the customer service they receive, it’s even more important for you to provide exceptional customer service, including outstanding telephone service. Consumers expect better service than ever before, and the capabilities of modern telephone communications allow you to offer them the satisfaction and resolution they demand.
IVR (Interactive Voice Response) can be a great tool for your company in decreasing customer wait time and increasing customer satisfaction, but customers are sometimes not overly fond of automatic response systems — especially when they have bad experiences. They don’t want to go through a lengthy menu, and after listening to a machine’s voice and pressing keys, they still end up in a call queue — impatiently waiting for their turn to talk to a person. If they get dropped out of the queue for any reason, they have to repeat the lengthy process again and end up at the tail of the queue.
Voicemail saves your customers time. If they cannot afford to wait on hold indefinitely or continue to try to call you throughout the day, voicemail gives them the opportunity to leave a message and let you return their call. Voicemail ensures accuracy because it is an exact recording of what the caller actually said. Using voicemail and taking messages properly are crucial to making sure your customers are happy. If they cannot talk to the appropriate person when they call, they are already less than satisfied. If their message is not relayed properly to the right individual, you will disappoint them even more. Listening to a voicemail before calling back your customer would also give you a chance to prepare for the conversation.
This article discusses the voicemail capabilities of the RingCentral cloud communications system and AI solutions that can be employed to build an effective virtual voicemail assistant for your telephone customer services.
Under a RingCentral account, each extension (user) and department has its own free voicemail inbox with multiple options for managing voice messages. For the purpose of building a virtual voicemail assistant, you might want to create a new user named Voicemail Assistant, assign a direct phone number and set it up for a dedicated telephone customer service.
The voicemail greeting message is an important element of your business’s voicemail system because it is often the first impression of your service that customers will have. The default voicemail greeting message is adequate. But you should create a really good greeting message to impress customers by putting your best face forward while increasing the chances that you’ll retain their business. With RingCentral, you have several options to customize your voicemail greeting message:
Let the system call your phone number and you will have a chance to record a greeting message.
Use the computer’s microphone to record a greeting message.
Upload a prerecorded audio file.
When your customers dial a number, they normally will hear several messages before reaching the voicemail inbox. This is because of the default system settings that enable the user greeting message, play the ringtone while the phone is ringing, and then play the voicemail greeting message when the call is redirected to a voice mailbox.
Your virtual voicemail assistant is dedicated to a voicemail customer service, meaning that any incoming call to the service phone number should be redirected immediately to the voicemail inbox. So, you may want to cut down all the unnecessary steps including the ringing stage. To do so, you can open the “Screening, Greeting & Hold Music” section and disable the “User Greeting” and the “Connecting Message”. Then browse to the “Call Handling & Forwarding” section and turn off all the forwarding sequences so a call will be redirected immediately to the voice mailbox.