For many companies, particularly startups, their call center is the heart of their customer service strategy. Customers seeking assistance are apt to reach out for phone support. And let’s face it: They’re not always pleased when they dial that number.
Modern customers expect real-time, personalized support. Call centers are the optimal channel for providing that support, but it’s not enough to just operate a call center. Your company needs to give customers an excellent customer service experience.
Call center software solutions allow companies to be flexible in their customer service by offering robust, adaptable and scalable customer experiences. One of the major tools in the arsenal of contact center solutions is the personalized greetings and messages feature. This call center software feature enables companies to customize messages based off of a variety of call center situations, such as call queues, voicemail and IVR greetings.
Many companies opt for personalized, but standard greetings and messages. These include phrases like:
These will definitely get the job done. And that’s important. Customers calling your call center are looking for clear and immediate answers. Reduce customer effort by giving callers the information they seek.
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That being said, call center personalized greetings and messages have become so ubiquitous that many people are sick and tired of hearing the same old thing. My personal pet peeve is the “Your call is important to us” that is played repeatedly while I’m on a 20-minute hold.
So what are some ways to spice up your personalized call center greetings and messages? Here’s a list of five I came up with while I was on hold with my internet company:
Let your customers know you’re glad to interact with them, even if it comes off as a little corny. One of the central tenets of customer service excellence is making customers feel valued and respected. This kind of personalized greeting can be a simple way to convey that message.
This starts your customers’ call center experience off with a joke. The key here is that it’s a small joke that can be bypassed immediately. No one is going to get frustrated about that one. For those who notice, it may be a funny and memorable prompt to tell their friends about later. And the brave souls who press 3? Throw in another joke for them before sending them back into the IVR.
Introduce your customers to your agents in a way that makes them laugh right as their call is picked up. This can help to loosen up unhappy or reticent customers. Conversations flow more freely when they begins with a little laughter.
In this situation, you’ve got a frustrated customer who has been in the call queue for a long time and won’t be out of it anytime soon. It’s possible a silly personalized message will alienate them. Then again, what do you have to lose? Call abandonment rates are high when customers lose hope. Throw them some hope and maybe a few bear jokes.
This outside of business hours greeting is designed to lighten the mood when a customer calls in and you are not available to help them. Your agents aren’t there to provide support, but your greeting can make your customers smile.
The above suggestions may seem a little silly to you. That’s because they are! Remember: you don’t have to take yourself so seriously. The purpose of customer service is to support your customers. If that means lightening the mood with a few jokes, so be it.
Perhaps none of these ideas fit your company goals or culture, but hopefully they’ve gotten the creative juices flowing. Sometimes you don’t even realize when you’re trapped in a particular way of thinking – or of creating personalized greetings and messages for your call center.
Talkdesk cloud-based call center software enables you to create many levels of customization so that you can best serve the needs of your customers. Our robust functionality and advanced call center software features allow for personalized greetings and messages, as well as multi-level IVR, custom agent statuses, skills-based routing and more.
Request a demo to see what Talkdesk can do to spice up your call center interactions with customers today.