Here’s reminder that our office will be closed on Monday, 29th August 2022.
Why not take the pressure off your teams by upgrading your system* to Orbex Prompt Solution giving you access to the marketing message library, and text-to-speech characters for self-served instant, last minute recordings!
Customer service is a top focus for almost 50% of businesses –
1) it leads to greater customer satisfaction and ultimately boosts sales and revenue. But how do you guarantee outstanding customer service whilst you’re out of office, for example during festive periods or bank holidays? And how can your phone system help?
Firstly, opening hours, staffing volumes and available services of many businesses are changed or reduced during bank holidays. As a result, normal service may be disrupted so it’s important that you make callers are aware of any changes to opening hours, restrictions on available services and what the waiting time for normal service might be. To do this you can use bespoke, professionally recorded prompts, welcome greetings and closed messages.
Updating IVR prompts, on-hold and in-queue messaging can help you reduce call handling time and first call resolution rates. For example, a caller ringing to enquire about changes to business hours will be informed through a recorded message whilst they’re queuing, meaning their call will no longer need to be handled by an operator – a great tool to have at a time when staffing is likely to be reduced.
Services like Orbex Prompt Solution also open a new marketing channel. You can record bespoke marketing messages to be played to your queuing and on-hold callers, to advertise your seasonal offers and promotions, or extend your brand identity across your phone system.
What’s the benefit?
Harnessing this opportunity to engage and delight customers has led some businesses to increase sales, with 93% of customers saying they would be likely to make an additional purchase with companies who offer excellent experiences.
2) In addition, it’s estimated that consistent brand presentation increases that brand’s revenue by an average of 23%.
3) We’d love to help you provide first class customer service this bank holiday, and throughout the year. Why not get in touch with us on 020 3597 4000 today?
Sources:
1 Source: SuperOffice’s 2021 study. https://www.superoffice.com/blog/customer-experience-statistics/
2 Source: Help Scout’s 2022 article – ‘111 Customer Service Statistics and Facts You Shouldn’t Ignore’ https://www.helpscout.com/75-customer-service-facts-quotes-statistics/
3 Source: Oberlo – ‘10 Branding Statistics You Need to know’ https://www.oberlo.co.uk/blog/branding-statistics
*Subject to compatibility
For even more information and resources, get in touch!