Alright. A old favorite quote from the phone operator (Lily Tomlin) on the 60's TV show “Laugh-In” may be a bit odd here. But even her brash remarks and jokes might be more preferable to a caller than a one-way (no doubling back) 5- or 6-step decision tree menu -- with an electronic voice posing multiple-choice questions.
So many businesses have them. Electro Technik Industries had one.
Of course, when you become totally familiar with such a system, using it is a breeze -- you’ve learned the prompts and know most of the direct lines or extensions anyway. What’s the problem? But first-time callers had no such familiarity. And first-time callers are often potential new customers. Overseas or international callers with English-language limitations were even more likely to make an unintended choice. Oops. Hang up. Call back. Really?
When multiple calls came in, one would sometimes roll over to a different ETI company’s open line. “Thank you for calling Hytronics.” “I was trying to contact Winatic.” “It’s OK. You’ve reached Winatic. Your call just came in on a different line.”
No more! The new ETI phone system is one of the most up-to-date available. Unlimited rollovers eliminate the (example) Hytronics/Winatic confusion. There’s still a menu, but you can double back if you need to. Automatic forwards to cell phones enable callers to reach their parties even if they’re away from the office.
Web-generated RFQs are very important. E-mail inquiries equally so. But our potential customers always want to speak to an ETI person, to get into the nitty gritty of their custom-component needs.
We listened to our rep and customer comments and we heard you. Moving forward -- a totally pleasant and rewarding experience when calling an ETI company.
No comments:
Post a Comment