Dissatisfaction on the customer’s behalf does not benefit the business that has invested in the automated phone system—which is why it is in the best interests of both the customer and the business if steps are taken to make automated phone systems user friendly.
A Friendlier Face Of Business
It goes without saying that the better experience customers have when trying to contact a business, the more likely it is that they will continue to have relations with that business. While this assertion would seem somewhat obvious, many businesses fail to see that making an effort to provide a better experience for their customers by creating a user-friendly automated phone system is, in fact, in their own best interests.
There are several steps that can be taken to make automated phone systems more conducive for customer use. First of all, the initial introductory message should be brief, limited to a few sentences. Most customers do not have the patience to listen to listen to a lengthy message spoken in an automated voice.
Regarding the options on automated phone systems, studies have shown that customer satisfaction is higher when there are a maximum of five options. Additionally, the system is typically considered friendlier to users if the options are given first, followed by the number. Customers also find it helpful if there is an option to repeat the list of options that has already been given to them.
One of the greatest sources of frustration surrounding automated phone systems involves customers trying to establish contact with an actual person. “Dead ends” that require the caller to hang up and call again only fuel this frustration, and not being given the option of reaching a real person at all is just cruel. The best automated phone systems should avoid routes that lead to dead ends and provide the option of talking to a live employee at some point during the transaction.
A BETTER WAY TO DO BUSINESS
If businesses make their automated phone systems user-friendlier, the benefits to be reaped are endless for both the consumer and the business. In return for their satisfaction, customers will give the best of their business.
