Top 6 Custom Auto Attendants Recordings Tips and Best Practices for Improved Customer Satisfaction
Did you know that even in this hi-tech day and age consumers still prefer contacting businesses via telephone?
A study has shown that more than 76% of all consumers prefer the traditional medium of phone calls to reach customer support representatives. (CFI Group)
More than 50% of customers across all age groups typically use the phone to reach out to a service team, making it the most-used channel for customer service. (Zendesk)
That’s right, the good old-fashioned telephone remains the preferred method of communication. And when designed properly, custom auto attendant recordings and IVR’s can provide numerous benefits to your business and enhance customer satisfaction.
A well-designed system with professional auto attendant recordings not only helps manage incoming calls efficiently but also adds a professional touch to phone interactions. Unfortunately, many businesses misuse this valuable tool, leading to mismanagement of a crucial customer touchpoint.
Research conducted by Purdue University found that 92% of customers form their opinion of a company based on their experiences with initial telephone auto attendant and IVR systems.
In fact, a consumer survey by a software device showed that 42% of consumers would take their business elsewhere due to a poor automated phone attendant experience.
The bottom line is that you simply can’t afford to get this interaction wrong. To help you make the most out of your auto attendant, we’ve compiled our top 6 tips for best practices when crafting your custom auto attendant or IVR recordings:
Tip #1: Use a personable and professional voice for your auto attendant recording. It’s recommended to invest in a professional audio recording service to ensure consistent branding and avoid issues when staff members change. Research has shown that consumers respond better to a real voice than a computer-generated on
Tip #2: State the most important information right away. Consumers appreciate auto attendants that save them time. Use menu options to prioritize commonly requested information.
Tip #3: Limit the number of options. Customers prefer auto attendants with fewer than five options. A long list of choices can frustrate callers.
Tip #4: Always provide the option to press “0” to speak to a real person. This ensures that customers with specific or uncommon questions can easily navigate their issues.
Tip #5: Include information about changes in business hours or closures during holidays in your announcement. It’s essential to keep callers informed to avoid frustration.
Tip #6: Avoid using the statement “Please listen closely as our menu options have recently changed” unless your business frequently adds departments or staff managers. This statement can annoy regular customers and raise questions about your brand’s care for their needs.
If you’re implementing an automated phone attendant or IVR (Interactive Voice Response) system don’t overlook this vital customer touch-point. Use these tips for best practices to design your auto attendant recordings and provide efficient customer contact experiences. And if you’re already using an auto attendant, take a moment to call your own company and evaluate the telephone customer experience. Is it satisfying for the customer? Does it sound professional? Is the menu easy to navigate? You may be surprised at what you discover.
At Original On Hold, we understand the importance of a well-designed auto attendant. With our experience in producing tens of thousands of auto attendant recordings for brands worldwide, we’re here to help you create a positive and efficient customer experience. Contact us today to enhance your auto attendant system and make a great first impression for your callers
