When someone calls your company, you want to make sure they have an enjoyable and fulfilling experience. However, it isn't always possible to have a live representative answer every call. Thankfully, you can use an automated phone script to answer common questions and send customers to the right departments. This type of phone service will help your business manage frequent calls while keeping overhead costs to a minimum. Review this guide to learn how to draft a successful script.

How to Create an Automated Phone Script

1. Record a Friendly Greeting

Once you write the script, have someone who speaks clearly record the audiotape. First, briefly introduce your company and thank the caller for reaching out.

Then, incorporate your business's tagline to promote brand recognition. Make sure to keep the intro to two or three sentences so that the customer can quickly get the information they need.

2. Help Customers Navigate Easily

There are two main types of callers: new customers who want to learn more and loyal consumers who need immediate assistance. Make your phone service concise and user-friendly by giving familiar options, like pressing a button to speak with a representative or entering an order number to receive delivery updates.

If your menu options have changed, mention that at the beginning of the call. Don't give more than six different prompts at a time, as this can be overwhelming. If you have more than six choices to offer, create a tiered system that only gives a few options at a time. 

3. Create a Weekend or After-Hours Greeting

If a customer calls when your business is closed, provide a separate script. You want your clients to get as much information as possible without talking to a representative.

First, tell the listener that your business is closed and mention your company's normal working hours. Then, include steps they may take to solve common issues, like visiting certain pages of your website or handling easy troubleshooting tips.

If you're ready for a phone system that supports an automated script, turn to ACC Telecom. For over 40 years, this team has provided a broad range of phone services to businesses in Columbia, MD, Washington, D.C., and the surrounding areas. Their experts will help your company successfully handle frequent callers. Call (410) 995-0101 or visit them online to schedule a consultation today.