You’ve heard it at conferences and in the office, you’ve read about it in emails and in business articles, you’ve probably even dreamt about it at least once, and we all know it’s true: communication with customers is the key to success. The real question is what is the best way to communicate with customers, or how can you ensure there is a free flow of communication between you and your customer? In today’s Feature Friday, we’re going to look at a couple of different features that help keep our customers and your customers in the know. The first feature is one we provide to our customers and the second is the bulletin.
The first thing we’re going to look at is just one of the ways we here at Telax communicate with our customers. Our goal of course is to keep downtime to an absolute minimum, which we’re pretty good at, but no company can avoid the odd minor problem and scheduled maintenance period. That’s why when you log in to our administration portal, the first thing you see is the status of our network. Most of the time you’ll see the green border with a message saying “All systems performing well”, but once in a while you might see a maintenance notification. Our goal is to keep you informed in the easiest and quickest manner possible.
We know you also want to keep your customers informed, so we’ve designed a easy to use system that makes it simple for you to communicate with your customers. We call it the bulletin. If your contact center is out of commission for one reason or another, or you’re facing service issues, you might find yourself inundated with calls. By putting a temporary bulletin into your IVR, your customers will get an update without needing to connect to a contact center agent, saving both your staff and customers time.
Bulletins can be about whatever you want. They can give emergency updates, inform callers of important service changes, or even provide holiday greetings. You record the bulletin and apply it to the IVR of your choice as you deem necessary. You can then keep that IVR working as usual or you can send incoming calls to voice mail. The choice is yours. The important part is that your customers will appreciate the update.
Tags: bulletin, communication, customer, feature friday, ivr, telax, voice mail