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A digital receptionist – Improve your customer service from first call to last

Jul 17th, 2020

Your receptionist is the ‘face’ of the organisation. And this is true whether it’s at your office, or on your telephone line. Your receptionist is a critical first step in your customer experience, and needs to be efficient, professional, and engaged.

Human or digital, your receptionist is responsible for greeting your callers, and directing their call to the most appropriate person. With Euphoria’s business telephone solution, this means that even if you don’t have a human receptionist, your callers are taken care of.

An IVR system is set up specifically to suit your needs, starting with a personalised pre-recorded message. You can either record the message yourself on Euphoria’s portal or on your phone. Or, you can get a professional voice artist and studio to record it for you (at much less cost than you might think).

From there, IVR menus will direct your caller to sales people out on the road, or a customer service consultant to handle a query, or your accounts department – whatever is most appropriate. IVR is an important component of the customer journey because rather than sitting on hold, listening to mind-numbing music, your customer is being assisted and directed from the moment their call is answered. They can also get answers to routine queries through pre-recorded messages, freeing up your people to engage in more high-value tasks.

You can have as many IVR menus as you wish, meaning your customers never need to get lost in the system – they’ll always have a menu to take them exactly where they need to go.

Having a digital receptionist also allows you to monitor and report on your customer experience – which number they selected, how long they held for, did they get transferred, who answered and how long they were on the call for. This enables you to pick up potential problem areas and address them as they happen, ensuring your customers have a great experience, every time.

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