An automated attendant can be used almost daily if you have a mobile phone. Your contacts are instantly forwarded to your voicemail if you lose a call, or your phone goes off. The personalized greeting will be played first. If you do not have one, it will say, “To leave a message, please remain on the line.” Press five to leave a callback number.
You might not think about the message when you leave a voicemail. It’s just one example of an automated attendant and how it can help an individual user.
Customer service teams use auto-attendants to direct customers to the right resources to solve their problems. This eliminates the need to have receptionists manually transfer calls between departments.
Customers can choose from a variety of greetings when they call your business. The attendant will then transfer the call to the appropriate rep depending on the selection made by the customer. Each option will connect the customer with a different agent, team or department within your company. This allows customers to be directly transferred to someone who can solve their problems.
Although it may seem like a minor difference, the order of operations is crucial. Research has shown that 26% have been transferred from one rep to another without getting a resolution to their problems. Customers don’t want the hassle of navigating through this maze to find someone who can help. Customers want direct access to the best resource for their needs and need to be connected quickly.
Auto-attendants can be a valuable asset to your customer support team. An auto-attendant is responsible for distributing calls and does not require you to assign staff members. This can slow down your workforce and cause delays in customer service.
If the virtual assistant can help me, I will be satisfied, and the case can be closed. If the virtual assistant cannot help me, then the assistant can refer me to a human representative who can continue the conversation.
Although virtual assistants can be useful, automated attendants work much better because they are easy to program and operate. Automated attendants are a great tool to grow businesses. They can be easily integrated into your phone system’s call centre.
Ring Central
Ring Central’s auto attendant offers a variety of customization options. If your team is not at work, you can personalize greetings or route calls based on business hours. You can also forward customers to voicemail if they are out of the office. Ring Central allows customers to translate greeting messages into different languages. This will allow you to use consistent messaging to increase your customer base.
Vonage
Vonage is unique among phone providers because you can create multiple auto-attendants from the same account. This allows you to customize your support system according to the number that customers dial. If someone has questions about pricing, they can call a support number specifically for pricing inquiries. This is especially useful for large customer support departments where an auto-attendant can be assigned to each section or team.
Phone.com
Phone.com, a business phone system with a wide range of features, is a good choice. It even has an automated attendant. Phone.com’s video calls are a unique feature that all users can enjoy. This platform allows you to communicate with customers face-to-face or collaborate with colleagues internally.
Nextiva
Nextiva is a small-business phone service that uses a unique “call pop” feature to display caller information from your Salesforce whenever someone contacts your business. Reps will have all the customer information on hand before they pick up the phone. This is important because 8×8.
The auto-attendant at 8×8 is unique in that it can exclude certain callers from the phone system. You can forward a customer violating company policy or calling too many people to your office to a voicemail, where they can leave messages. Although the customer may still wish to speak with someone, it is better than leaving them on hold and ignoring their calls.
Versature
Versature, one of Canada’s fastest-growing businesses, is a customer-centric brand. It offers users a cloud-based and auto-attendant phone service. Versature phones offer 24/7 support, and experts can be reached by dialling “611” from any Versature phone.
Ooma
Ooma’s auto attendant can greet not only customers but also provide information about your business, such as hours of operation and office locations. Ooma has a quick dial feature that allows customers to enter an extension number without waiting for the greeting to end. This feature can help reduce friction by allowing customers to call your support team without going through the introductions. Instead, they can connect immediately with a representative.