Automated Phone Systems. You like them or you hate them or?

[El Kabong]

I don't mind the 1 layer type systems that use one button to get you to the department you need. Even if one of the options is a recording for business hours & directions. That sort of boilerplate info doesn't need to use the time of a good counterperson who could be handling sales or tech instead.

Several buttons deep is annoying. Always.

We have a small office. We tried a system for awhile & went back to the old ways. We were just too small to need it. If we had several calls in cue it might have made sense, but our business isn't like that. And it didn't save us any man hours.

In your case it might free up one or more people from directing calls, who could then be used on the counter. More people where the customers need them sounds like a good thing.

 

[BRONCROB]

Really don't like them at all.... especially if that damn computer gets Pauls job;D

 

[broncnaz]

We all like to have a person on the end of the line. but I think some people dont realize that hiring another person may not be the answer. A small business may not be making the money that would be required to pay that extra person. To do so prices may go up and what then? I highly doubt WH is losing much business(maybe a little) Over busy phone lines.
Im sure if they had the money and order volume than a extra person would be there first answer. It appears to me that they are trying to serve the customer best while keeping all costs down.

 

[bknbronco]

hate it. This world is crumbling due to all the non personal interaction. Soon we wont leave our rooms. Well be plugged into this cyber world and human interaction will cease to exist, so will the need for bronco vendors. So if you wana stay in business then stay in touch in the real world.

 

[Joker11]

I work for a major phone company. I hate the automated systems. I hate ours. I hate getting it when I am calling someone in my own company too.

If I had Company A and Company B that offered the same products and the same prices, I would use the one that answered the phone rather than the one that used automated.

In addition to this....If I go to a local autoparts store an ask for a part and they tell me they can order it, I walk out. Because I can order it online too. Get free shipping and save money at the same time. Why have a store if you don't have product to sell?

 

[bronconut73]

I am one of those customers who buys a lot of eb stuff from WH and always ask for Johnny. He has texted me photos of stuff he is working on and such.
I have been a WH customer for well over 15 years and will remain one but it really is nice to always get Johnny when I want him and I sure don't mind waiting to talk to him about my next order.
As long as the phone system will let me still get to Johnny it will be cool.
If it doesn't I guess I will just come here to CB and rattle Paul's cage as I often do.

 

[allenfahey]

Just please, for the love of God, don't make me press a button for English!

YES!! Agree 1000%. If you want to live in America, learn the language!

 

[Wyflyer]

Please don't get the music that is crumbly and scratchy. In this day and time if they can't record clear crisp music it must be intentional.

 

[dnewman9]

I work for Cisco, among other things, we sell IVRs and contact centers to very large accounts in CO, AZ, NV and UT. IIRC, the industry recommendation is ~2 layers of IVR for inbound customers. Many companies go much deeper, and there are quite a few that break other best practices, but to keep your accounts happy this is what I would design for.

I know the general consensus is to always have people answer the phone, however if WH is to do this, he is going to either push people to VM more often, or hire more people. I personally hate VM, and if they hire more people, our prices are going to go up.

To me, a simple but effective IVR will channel calls to the right department, while keeping prices low.

 

[nickgp]

I hate them. Sales is a one on one interaction. Recordings and computers take away the personal touch. I like to call my orders in instead of using the internet. Too much is lost in non verbal communication. I am one of you customers. Don't do it.

 

[SpareParts]

Automated systems are find, as long as they are simple.

Press #1 - Jim
Press #2 - Quean Pueblo
Press #3 - Free Parts

 

[Tedster100]

I'm in the 1,2,3 camp. I don't want a complicated directory where you have to know who you want to talk to or spell their last name, etc.. If I can punch 1 for sales and then ask for Paul or whoever that's just fine. I spend a good deal of time calling customers and the complicated systems are just plain aggrevating.

I'd also rather have the option of leaving a voice mail to get called back after more than 2-3 minutes on hold. The only thing worse than having to deal with a automated system is being on hold forever, nothing says "we don't care" more than that. The long and short of it is - a well attended and managed automated system can streamline your business and make it more efficient, a poorly managed system with long hold times and failure to promptly return calls / voicemails can lead to a lot of lost business & sales.

 

[Izzy]

I was going to ask what is your goal but I think Rusty nailed it here.

If people are being put on hold by one department because sales is busy, then an automated system is not going to fix that, assuming that is the issue you want to resolve.

All I will add is that I spend more money on shipping to buy from you guys and one of the reasons I do that is because I always get great customer service when I call in. I don't recall ever really having to hold too long but I also recall either leaving a message or emailing the team asking them to call me and they always did when they could. Your staff is great and your focus has always been on good customer service and I know that won't change.

Good luck either way you go.

Your numbers, 90% of calls are sales. Are 90% of your office staff in sales? If not why not? That is where the real solution lies. What is your goal in wait time and are you achieving it now? Have you done a time study to see how much time is spent on calls and how many get done per person per day to see if your able to cover these calls. Otherwise stacking people on hold isn't going to solve the problem. Are you using a seperate processer for internet sales to free up phone sales staff. We worked to reduce accounting staff by using outside accounting as much as possible and use outside payroll services this frees up money for sales staff. Outside services are cheaper than Full time employees. These are internal questions you have to ask yourself. Run the numbers they don't lie. You spent alot of time and money building your brand and reputation to get customers to call you, now don't make them wait to place an order for the privliage to spend their money with you. All the years sweating to make a buisness, the stress and the heartache and now with expansion and success the tough stuff starts. Remember the tough part, getting the customer in the door and the tougher part getting them out the door happy. The rest of its easy.

 

[bronconut73]

Love me some WH.
Hope the new phone system doesn't change things too much.
Just don't lose Paul, Johnny, or Mark.
They departure is a deal breaker.