Phone Trees and Customer Experience

Maintaining good customer relations is fundamental to any business. The experience they have when they contact your company can determine whether they continue to be your customer. Maintaining an effective phone tree can ensure your clients remain satisfied.
What Is a Phone Tree?
A phone tree, aka an interactive voice response (IVR) system, is a phone system that transfers callers to different menu options so they may easily find answers to their questions. When a phone tree has been well-thought it will provide clients with several options that will address their concerns. These can also lead customers to informative voice recordings or transfer them to speak with a representative.
Creating an Effective Phone Tree
To create a good phone tree you’re going to need to know the requirements and kind of options available to you. You can get an idea of what these might be by looking at what various virtual phone service providers offer.
To customize your phone menus you’ll need to think through the needs of your customers. What processes do you want to include in your menu? Do you want it to contain self-serving solutions? Should they be able to make a payment or verify their account?
Other things to consider when making a phone tree might include:

• What happens if a caller chooses the wrong option? Will they be able to return to the previous menu?
  
• Do you want to provide the option of speaking with a representative? If so, when and how should they be directed to a representative?
  

Make sure when designing your phone tree to keep the process as clear and simple as possible. This will ensure a better customer experience.
You also might want to personalize your menus which can enhance a company’s professional image. Using custom greetings that give callers pertinent information about your business spoken by a clear and resonant voice will serve your company well.

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