Do you assume that all of your automated systems are always working properly because they're...well...automated? That could be a mistake.
Listen to the quick audio below to hear a short segment of an On Hold Marketing production I heard after calling a company recently. (I recorded the audio with a smart phone.)
The annoying three-second glitch you hear repeated itself about once a minute. And I was on hold for more than seven minutes!
If an employee of that company put himself on hold every now and then, problems like that could be fixed before irritating too many callers.
Check Your Systems
What about the forms and auto-replies on your website? Fill them out yourself once in a while to make sure they're being routed to the right staff member, and that you receive the proper emails or downloads in return.
How long has it been since you listened to all of your company's auto attendant messages? Is that telephony system directing callers to the wrong extensions or people who are no longer employees?
Review your automated systems regularly to make sure that they are:
- Working properly and efficiently.
- Making it easier for customers to conduct business with your company.
- Consistent with your brand identity.