Whenever a caller dials your business number, an auto attendant greets them with options. Then, they can press the menu option matching their need and connect with a representative immediately.
But there are benefits to using an auto attendant that go beyond improving customer service.
Increased Customer Satisfaction
As a business, a customer’s first impression of your company can have a considerable impact. A lousy phone greeting can leave them frustrated or even annoyed at your organization.
On the other hand, a good auto attendant service provides a professional greeting that can help set the tone for the rest of the call. It works as a virtual receptionist by presenting a transparent menu of options for finding the right person to speak with and quickly routes calls if necessary.
It’s also a great way to save money on hiring a full-time receptionist. Using an automated voice to handle common requests can free up your employees’ time for more complex tasks.
Using an auto-attendant can also improve customer satisfaction by reducing wait times. Many customers don’t want to spend their time waiting on the phone for a live person, and they may get annoyed at being transferred around or put in a holding loop. An auto-attendant can eliminate these issues by allowing callers to find the correct department for their issue or even specific employee extensions.
Improved Customer Service
Rather than assigning reps to distribute calls, which occupies their time and delays customer service, an auto-attendant functions like a switchboard operator and routes calls based on the caller’s choice of options. It saves your team time and allows them to work on more high-value tasks, which is better for you and your customers.
The best automated attendant greetings list the most common menu options early on, allowing your callers to get what they need quickly. For example, if you know many callers are calling to schedule an in-person appointment with your company, you can immediately direct them to your scheduling department.
An adequately configured auto-attendant also provides a pathway for customers to complete basic transactions over the phone, such as ordering online or curbside pickup. Plus, your auto attendant never clocks out, which means that even when your employees aren’t available, the system will ensure that a customer can still easily connect with someone who can help them. It improves the overall customer experience and makes your business seem professional and reliable.
Reduced Call Waiting Time
Using an auto attendant can help businesses reduce their callers’ time waiting for someone to answer the phone. Compared to human receptionists, which can sometimes get bogged down during busy times, automated attendants can handle calls quickly and efficiently 24 hours a day, seven days a week.
With the correct setup, auto attendants can connect callers to departments based on menu options they select via speech or by pressing keypad buttons. They can also provide a high level of self-service by offering callers information on everyday topics, such as how to pay a bill or file a claim.
Another advantage of an auto attendant is that it helps businesses avoid sending callers to voicemail, which can be a real turn-off for customers. Rather than leave a customer hanging, an auto-attendant can politely tell them to call back later or offer the option of leaving a message instead. It prevents potential business from being lost by missed calls and improves customer satisfaction. It also eliminates the need for a receptionist to handle simple requests and lets other employees focus on more critical tasks.
Reduced Call Costs
Auto attendants also eliminate the possibility of human error. Employees might mishear a caller or let their mood get the best, but an auto-attendant remains consistent and unaffected. Plus, auto-attendants never clock out; calls can still be directed to them after business hours or holidays.
An auto-attendant service is a wise investment for businesses with many callers and limited resources. They can reduce the number of times employees have to manually answer basic business queries and save time to invest in addressing more complex customer needs.
An auto attendant, sometimes called an automated receptionist or IVR (interactive voice response), is a phone call routing feature that allows your customers to select their choice from a menu of options using a keypad, so they can be connected with the person who can help them. They can also answer common questions, like your business hours or location. With Dialpad, you can customize your menus to reflect your brand and make the experience more personal for your customers. You can even include a hold-time estimate so your customers know how long they may be on the line before connecting with an agent.
Reduced Caller Idle Time
Whether your business needs to direct callers to the correct department or answer basic questions about its hours, a well-designed auto attendant can do it quickly and cost-effectively. Auto-attendants also eliminate the need for a dedicated receptionist who might only be available for some calls or who could be busy handling other tasks.
If a single employee is responsible for answering and routing your inbound calls, it’s a bottleneck that can lead to missed opportunities. Depending on the nature of the call, many customers want to avoid leaving a message or waiting on hold for an unknown time. Some will even hang up if they are still awaiting their expected response.
An auto-attendant can save you time and money by handling calls 24 hours a day, seven days a week. Additionally, an auto-attendant professional voice recording can give customers a consistent experience they’ll appreciate and remember. It helps keep callers from feeling frustrated or annoyed by the service they receive, primarily if they are repeatedly directed to different departments.
