Successful Call Flow is Key to Customer Satisfaction
3 min read
An important component of your customer service strategy must include the client’s calling experience, especially that first phone call. This is your opportunity to make a good impression, help them find what they are looking for, and sell your product or service.
With that in mind, you’ve got to create a seamless, clear, and easy path toward customer satisfaction. We’ve all been on the consumer side of a phone call, trying for absurd amounts of time to talk to the right person or to get the information we need. It can be awful. Phone experiences like this leave people feeling frustrated, unimpressed, and unlikely to call again. Don’t let this be your customers’ experience when they call you.
One way to avoid unsuccessful phone experiences is to create a clear, well-designed call automation system with a well-defined, intuitive call flow. At Convirza we prioritize building a professional, straightforward, and customer-friendly call routing system.
Let’s cover some basics about call automation so you can start improving your calling experience right away. Then, we’ll tell you how Convirza’s phone software can help you create positive customer experiences, every time.
A lot of businesses find that call automation is essential to handle the volume of calls the company receives. Simply put, an automated phone system is a pre-programmed voice menu that callers interact with before an actual human picks up the phone. The system responds to caller input, either by voice or numerical input, to help customers get in touch with the correct department or employee. When well done, call automation systems to save companies from hiring operators to direct calls to the right destinations.
However, when done poorly, automated call systems are frustrating and time-consuming for people. In the worst-case scenarios, customers can feel so sick of trying to reach their intended party that they give up altogether. The experience can be so bad that they never try to communicate with your company again. A confusing call automation system can also adversely affect productivity, as employees constantly have to redirect calls to the appropriate destination.
One way to build a strong call automation system is to design a flawless call flow, which is a map that shows how calls travel within your phone system from the first menu to the end of the call.
In other words, a call flow is your plan for what exactly you want callers to experience when they dial your number. Well-defined call flows detail what will happen during each phase of the call. They also spell out what will happen if lines are busy, not answered, or misdirected.
Modern call flows are extremely advanced and can handle complex call scenarios. A strong call flow is a crucial factor in a customer’s phone experience.
At Convirza, our conversation specialists are dedicated to helping you build a professional, clear and customer-friendly phone system.
Important call flow features that we provide include Scheduled Routing, which means you can automatically configure calls to go to different locations depending on what time a call comes in. This helps to ensure that customers are talking to the right people at the right time.
Automatic Rollover can be configured to respond to high call volumes automatically, re-routing calls to particular offices, lines, or locations based on availability and needs.
Geo Routing allows you to create a call flow that is geography dependent, so customers can get in touch with who they need no matter where that party might be.
Finally, our Automated Interactive Menus (IVR) are easy to set up and incredibly flexible, so you’ll be able to set up a call automation system that leaves customers feeling impressed and satisfied.
Give your customers a positive calling experience! Take the time to plan out a clear call flow and automation system that leave customers with a good impression.
Published on: Oct 5, 2017. Updated on Nov. 2, 2018.