Any business expert will tell you that it’s always best to have a real person answering the phone when someone calls. However, there are plenty of reasons why this isn’t always practical on a 24/7 basis. So your next best option is to encourage your caller to leave a voicemail message so you can call them back as soon as possible.
The problem is that sometimes your voicemail greeting is actually discouraging your customers from leaving any message at all. That means you’ve lost the chance to interact with a potential client.
Here are some essential things you need to do to avoid this:
- Your greeting should start with either your name and title or the name of the company. This helps your caller know that they have reached the right number.
- Be polite and friendly. You don’t want the voicemail greeting to be forbidding. You want your caller to feel encouraged to leave a message, instead of feeling that you don’t really want to be bothered. The voicemail greeting is in a way a representative and symbol of your company. Your voicemail greeting should be professional and courteous, it should mirror your staff’s demeanor if they interact with customers in person.
- Ask your caller to provide details in their message, in the form of a brief description of their issue or enquiry. This allows your caller to provide more information that you can use, so you can start helping them right away even before you call them back. So if the caller is a potential buyer, for example, you can prepare some notes or info about the specific item or service they are enquiring about. Or you can already have a solution prepared beforehand if the caller is complaining about a product/service or asking for help.
- Your voicemail should give the caller information as to when they can expect to hear from you. For example, you can tell the caller that the standard policy of your company is to return messages within 24 hours. This helps your caller know that you take their call seriously and that they’re not wasting their time.
- Make sure that the recording is perfect and that the words are uttered clearly and correctly. If a word is mispronounced or the recording is done haphazardly, the caller may begin to doubt the level of professionalism of your company.
- If it is at all possible, give your caller a chance to reach a live person immediately. Sometimes a call is an emergency, or time is of the essence. It may be possible for you to set up one of your employees to take a call if the issue is really urgent.
Remember, callers can be potential customers, and if they don’t leave a message you may have lost a sale. Or they may be a disgruntled customer, and by not being able to address their concerns right away you now have a customer who will not hesitate to badmouth your company in the days or even months to come. By recording a proper voicemail greeting or engage a professional sound recording marketing company to assist, you can give your company the best chance to turn these callers into loyal customers.