first impression

Telephone Audio: A Sound Way to Influence Customers

As a business owner or operator you probably set aside a budget for building your customer base. Odds are a lot of this spend is designed to get your phone ringing. But have you given any thought to how you handle those calls when they’re answered or the caller is placed on hold?

Every incoming call has to be handled exactly right if you want to convert that enquiry into positive action. If you’re guilty of advertising with the aim of increasing caller enquiries, but then forgetting about the experience you deliver over the telephone, here are a few ways you can influence customers, drive sales and reinforce your brand promise by delivering a superior caller experience.

Welcome Message
The Welcome Message is the most important (and often most neglected) recording inside your phone system. Rather than bore callers with a bland greeting, work in a positioning line, some music or mention an upcoming event or promotion to make a favourable first impression that has immediate impact.

Menu Prompts
Menus, for the most part, are monotonous lists designed to direct callers to the correct department. Factor in grammatical errors, poor syntax, industry jargon and an unprofessional voiceover, and callers end up confused and frustrated. With some expert help it’s easy to relax callers, put them in a better frame of mind and get them where they need to go, faster.

On Hold Messages
If you place callers on hold or transfer calls between departments, this is a modern must. A well written messages on hold production not only makes the wait time seem shorter, but warms up leads and prompts callers to act. Think of it as having your best sales or customer service representative speaking one-on-one with every waiting customer.

After Hours Messages
Just like your on hold messages, an after hours message must be powerful if you want callers to act. After all, if they don’t leave a message or call back in the morning, what’s the point? If you don’t know how to script and voice a powerfully persuasive after hours message, you can expect potential buyers who rang outside of business hours to forget you entirely, or even worse, hang up and call your competitor.

Voicemail Messages
How come everyone’s voicemail is so dreary and monotonous? “Hi, you’ve called John Smith. Unfortunately I can’t come to the phone but leave a message”. What’s wrong with adding some personality? Boring voicemails do nothing to encourage the caller to leave a message, and in most cases drive customers to call the next business on their list.

There’s a lot to think about, isn’t there? The good news is, our team is here to help you decide what you should be promoting on hold. Your Creative Coordinator will also be in touch regularly with message ideas and seasonal scripts to help you make the most of what’s happening in your business. Getting started is easy, just follow this link and fill in your details!

Welcoming a Happier Customer

I have worked in retail and hospitality, and in both industries I was instructed to always greet customers when they entered the store/cafe. “Customers feel more comfortable browsing for longer and are more likely to buy something” I was told. And they were right! Whenever I visit a store or approach the counter today as a customer and they don’t greet me, I feel as though I’m intruding or shouldn’t be there. A nice warm welcome is a really simple way to let customers know that you appreciate them visiting or calling your business.

Ever called a company only to be greeted by a receptionist who sounded half asleep, grumpy or just plain disinterested? It doesn’t create a great first impression. An automated phone greeting is a better way to ensure every customer is greeted in a warm and welcoming manner.

Is the phone always ringing off the hook in your office? Perhaps some days you’re understaffed and it rings longer than you would like. With an auto attendant set to kick in after two or three rings, customers aren’t given the opportunity to hang up before their call is answered/take their business elsewhere. They’re greeted instantly with a warm and welcoming greeting message. The auto attendant can then ask the caller to leave their details, play a menu directing the call to the right department, or place them on hold until staff are in a position to give their full attention to the customer.

I was out shopping recently and upon entering a store, I was not only greeted but advised “today we have 25% off everything in store!” Naturally, I bought a few things that I wouldn’t have picked up at full price, simply because she took the time to greet me and let me know about the promotion. What I also noticed however, is that when the same shop assistant answered the phone she neglected to mention the sale to her prospective customer. Now no one’s perfect. (I like to eavesdrop.)  But a professional phone welcome message that not only greets every customer but also mentions “Everything in store is 25% off” makes good business sense.

It’s a simple customer service principal that can be applied to any customer interactions, on the shop floor, in the waiting room, or on the phone. First impressions matter. With our professional scripting and voiceover services, you’re able to leverage your Auto Attendant to make callers feel valued and appreciated. And perhaps even make a few extra sales while you’re at it!

– Rachel McGeorge