As you start expanding your phone system to accommodate the needs of your business, you should consider implementing a phone tree.
A phone tree is another name for the automated menus that many businesses use to field customer inquiries. It gives you a way to help callers reach their desired department or extension. However, the benefits of it depend on how it’s set up.
In the following article, we’ll examine the main benefits of a phone tree and how to choose the right system for your business.
What Is a Phone Tree?
A phone tree is a type of automated telephone system that provides callers with voice menus. The menus direct callers to the necessary extension or prerecorded message. Most people have interacted with a phone tree system before. When you call a business & an automated message asks for a voice prompt or numerical prompt, you are using a phone tree.
At the most basic level, it can help callers reach specific departments or staff. However, there are many more features to explore.
For example, it can retrieve information for callers. A common example is an automated system for a bank that allows callers to check their account balances without speaking to a customer service representative.
Phone trees can also be used for outbound calls. They allow you to record a single message that you deliver to a large group, such as notifying customers of an important update to your services. It’s also easy to be implemented with existing phone systems. You can enhance the functionality & efficiency of your customer service procedures without replacing your entire phone system.
They provide a wide range of benefits for businesses of all sizes and in any industry. Explore some of the reasons why your business should consider using an automated phone message system.
24/7 Customer Service
About 89% of consumers have switched to a competitor after experiencing poor customer service. If you want to retain more customers, you need to focus on delivering reliable service. A phone tree system can help by ensuring that customers can always reach your business.
You can provide 24/7 customer service without needing to maintain an overnight call center. The phone system can present callers with alternate contact numbers or allow them to leave a message instead of forcing them to call back during normal operating hours.
Cost-Effective Customer Service
Using a phone tree is more cost-effective compared to a fully staffed customer service call center by far. Allowing the system to direct customers to various departments or staff limits the need for dedicated customer service representatives.
Unlike human CSRs, a phone tree does not require training. You simply need to set up the rules that deliver different prompts or messages to callers. There is no onboarding, as you do not need to train a human worker.
Help Customers Find Solutions Quickly
Most people dread calling a customer service number. They know that they will likely need to be transferred at least once or twice and wait on the phone line for minutes at a time. A phone tree system streamlines the way that customers receive support.
Callers are connected quickly with the appropriate staff or department to address their inquiries. 75% of customers feel that it often takes too long to reach a live representative. The efficiency of a phone tree can help customers reach a live agent quicker.
Prevent Customer Service Errors
An automated phone system reduces the risk of human errors that may prevent customers from getting the help they need.
For example, a customer service technician may accidentally hang up on a customer or transfer them to the wrong department. These issues impact customer satisfaction by forcing customers to attempt the call again.
Boost the Credibility of Your Business
Using a phone tree promotes a more professional image. You can increase the credibility of your business by setting up an efficient answering system.
No one enjoys calling a business & waiting on hold for minutes until someone answers. A phone tree allows callers to instantly receive support. The automated menus direct them to the appropriate extension or voice inbox. Providing a more professional solution for answering calls leaves callers with a better impression of your business.
What to Look for in a Phone Tree System
Phone tree systems, which are also called auto attendants, are available with a wide variety of features. The provider that you work with should provide tailored solutions that can be customized to meet your specific needs.
The main feature of a phone tree is the ability to create a prerecorded message that you can send to a large group of customers. However, you should also pay attention to the following options:
Caller ID services, Call waiting, Call forwarding, Automated menus, Call recording
The best phone tree provides access to useful features, such as caller ID services. With caller ID, you can deliver a more personalized experience to callers.
Call waiting & call forwarding features can help callers connect with the individuals or departments that they need to speak with. You can also add automated menus and personalized greetings to improve the experience.
Call recording is another feature that may be available when integrating a phone tree with a voice-over-internet-protocol (VoIP) phone system. Recording phone calls helps improve quality assurance and customer service by allowing supervisors to provide call center representatives with feedback.
Conclusion – Should You Get a Phone Tree?
In the end, a phone tree is one of the most efficient solutions for improving the way that you handle customer service. Using it certainly streamlines your customer service operations to help customers receive support. You can better address the needs of your customers while limiting the need to devote labor to fielding phone calls.
A phone tree system is also a scalable solution. Streamlining the way that you handle customer inquiries now can save you from significant challenges that larger organizations face.
If you want to simplify your front desk, start exploring phone tree solutions from the telecommunications experts at Talkroute. We offer affordable, convenient options for businesses of all sizes.
Stephanie is the Marketing Director at Talkroute and has been featured in Forbes, Inc, and Entrepreneur as a leading authority on business and telecommunications.
Stephanie is also the chief editor and contributing author for the Talkroute blog helping more than 100k entrepreneurs to start, run, and grow their businesses.