Ask yourself this: Where would your business be without voice messaging? If you can’t reliably intercept and organize your business’ voice mail, then you can’t really serve your customers. This is one of the reasons that Talkroute exists in the first place. The Birth of a New Kind of Phone System When our cofounder, Paul, was building his first company, he found that when he needed to run his business remotely, using nothing but his cell phone, the tools to do so were difficult to find. Even Google Voice couldn’t quite cut the mustard. So, he created the tools he needed. Among other things, the ability to manage voice messages from customers was crucial. After very little deliberation, Paul decided that many business owners were experiencing the same problem, and Talkroute was born. You need a professional-grade solution for a professional business. Understand that the voice mailbox on your cell …
When the Mobile Network Fails: Dropping Calls Like They’re Hot
There are a many elements that make your virtual phone system work, and one that is frequently taken for granted is your cell phone. Since Talkroute connects calls over the network that your phone already uses, it is a vital aspect of that system. The system usually works so seamlessly that it seems to happen like magic, but the truth is, we all know that sometimes the mobile network drops your call like a bad habit. Instant Gratification There is an invisible framework of connectivity that covers the entire country and plays an integral part in most of our lives—the mobile network, or cellular network. When we place a call from a cell phone, we are instantaneously connected to someone else, sometimes on the other side of the country, or even the world. Let’s take a look at how a call gets dropped, and what is responsible for it. There …
Cell Phone EMF Radiation: The Dark Side of Technology
Do you remember when you bought a new cell phone, opened the box, and discovered a new pamphlet that warned you about the possible health risk associated with EMF radiation? Many people would probably throw this away, if they even noticed it at all, and the industry was well-aware of that. Even to this day, there’s not much of a buzz about the disconcerting risks connected with using electrical and wireless devices. When you saw the pamphlet about EMF waves, you were probably alarmed for a moment and quickly forgot about it because, after all, how could these devices be produced and sold on a massive scale if it was that dangerous? But the fact is that EMF radiation is suspected to be dangerous, and experts are now making a new push to raise awareness about the health risks of using wireless devices. History of EMF In 1830, English Physicist …
On Hold Music and the Psychology of Waiting
Have you ever wondered why you hear music or informational messages while you’re on hold? The reason is to give callers something to listen to while they’re waiting, right? Well, yes, but music and messages on hold were deliberately designed, based on the psychological reactions of people when they are placed on hold. To check out Talkroute’s on-hold features, click here In this article, we will examine how callers respond to being placed on hold and the reasons they react in a variety of ways. The mind of a customer works in interesting ways, but it works in predictable ways, too, which is why businesses are able to create hold programs that create the best environment for callers, if they must wait. Here’s how it works. The subject matter, research, and many of the terms detailed in this article are chiefly derived from the report, “The Psychology of Telephone ‘On …
The PSTN Proves Old School Tech Still Has Its Place
PSTN (Public Switched Telephone Network)—The world’s collection of interconnected, voice-oriented public telephone networks, both commercial and government-owned. Whenever you say “landline”, you are referring to a phone line that uses the PSTN. The PSTN is an invaluable infrastructure, and it’s not going to be replaced anytime soon. Even though the telecommunications industry has made a few leaps over the past few decades, the wireless network still can’t provide the kind of coverage provided by the PSTN. In fact, wireless networks depend on it to fill in its gaps in coverage to complete calls. There’s Nothing Like the Original Have you ever wondered how your calls are connected? Well, it’s a little more complicated than it used to be, but the old system is still very much in use. The original PSTN, or POTS (Plain Old Telephone Service) is exactly what you think it is: Copper wires, underground and overhead, that …
VoIP Service Providers’ Master Plan, and Why it Didn’t Work
Virtual phone service providers were on to something big. They knew they had a service that was a viable alternative to conventional phone systems, and they knew they could sell it because the cost was low for these pioneer providers and for their customers, as well. Patrons of the conventional phone system were paying a premium, and any service that could provide professional service, at a much lower price, was of course very attractive. VoIP-based systems enabled businesses to use their phones at any location with an internet connection, whereas service from the traditional telephone company is restricted to one location. VoIP and Hosted IP phone service seemed too good to be true; it looked impressive, simple, even elegant. The businesses who decided to make the switch, however, were in for a big surprise. Here’s Why VoIP Users Are Sorry They Switched. Dropped Calls This is a significant problem for …
What Makes the Best Phone Tree for Business?
Customizable Call Menus The anchor of any professional phone system is the phone tree, or IVR, or call menu. You’ve probably realized, like hundreds of thousands of other businesses owners have, that utilizing a service which provides a professional phone system with a call menu to direct callers to various departments is an essential element of customer service. The thing is, this call menu should be easily customizable. When you can record your own greetings in whatever format you choose, using whatever person’s voice you like, it gives you the freedom to create a call menu that reflects the nature of your company. It’s certainly something you want to look for in a service. Variety of Options Many of the companies who provide virtual phone service don’t give you much room to build your own custom phone tree, and this is important. You know your market, your product, …
The Value of IVR for Your Business’ Phone System
IVR, also known as an auto attendant, phone tree, or call menu, exists to save time and frustration for you and your callers by directing them to the right person or department. With an automated call menu, you won’t have to waste time fielding every call and sending it to the appropriate department because your IVR system does that for you. History of IVR Technology IVR, or Interactive Voice Response started as a primitive version of the widely-used self-service technology that is used in phone systems all over the world. When the first Auto Attendants came into use, functionality was limited, and they allowed for very little interaction. IVR has come a long way in its development, even adding Automated Speech Recognition (ASR) to give callers who use the system a more natural experience while retaining the efficiency of original IVR. Using Talkroute to Add IVR Any small business owner …
6 Ways to Better Serve Callers on Hold
1. Keep Your Caller Informed First and foremost, your caller will be much more comfortable on hold when they know exactly what to expect. As soon as the call connects, customers should be greeted with a clear, appropriate, and friendly voice, reassuring them that you are taking their call seriously. If possible, it’s also a plus to give them an estimated or average wait time until someone is going to pick up. Even if the waiting time you provide is off, it’s still way better than sitting there with phone in hand and no end in sight. 2. Use Quality Voiceovers for Your Hold Menus Concerning the voice a customer hears when they call your business, putting some extra effort into your voice recordings can go a long way to improve the caller’s experience. Ever seen Wargames? That movie from the 80s where Matthew Broderick’s computer talks back …