Don’t Leave Customers Hanging: Set up An After-Hours Process!

Your customers know what happens when they call into your phone number during office hours. They can choose an option through your Auto Attendant and quickly speak to someone that can help them solve their problem.

But what happens when your office isn’t open? Does the same Auto Attendant play, letting the caller choose the same options? Do they hear the phone ring for a few seconds, even though they know there’s no one available to take their call? Or worse! Is there no information for after-hours callers who get routed to endless ringing or voicemails with no relevant after-hours instructions?

These are all problems that can happen when you don’t have an efficient and customer-centric after-hours process in place for your phone system.

What is an “after-hours” process? What does it include?

An after-hours process combines all of the ways people can connect with your business during non-business hours, including the phone solution, staffing, response time, and available communications channels.q This includes changing your Auto Attendant greeting to communicate your hours of operations (and options to reach someone), notification of emergency contacts (for your customer support), and shortening the wait time before going to voicemail.

Why is it important for businesses to have a solid after-hours process?

Having an after-hours communications process really comes down to customer care. Just like you’d be friendly and helpful during business hours, you should offer the same care to the customers that might be calling in when you’re not there. It doesn’t really give a good impression if callers are kept waiting for an available person to take their call if there’s no one in the building.

It’s like having the hours of operation on the window of your storefront so that people can see them if they walk by, and how they can look in through the window to see your products even if you’re not there. Your phone messaging should reflect the same gesture – keeping potential clients informed and involved. Don’t just shut them out with no information!

An after-hours process can help your business be more reliable and dependable. Customers know that they can get accurate information any time of day by calling into your business, either by speaking directly with a representative or through your after-hours Auto Attendant.

What can businesses do to improve their after-hours process?

There’s plenty of small tweaks that can be done to your business’s after-hours messaging to help delight your customer.

  • Ensure your Auto Attendant gives pertinent information to callers who are calling in looking for information.
  • List your hours of operation and alternate methods of contacting your business.
  • Give information on after-hours contacts, if applicable.

Giving after-hours information can be as simple as redirecting “option 4” to your after-hours contact in cases of emergency or asking the caller to email a support email address for further assistance or questions. For situations when emergencies cannot wait until the next business day, having an easy solution for clients to contact your business during off-hours can make a world of difference.

Who at Versature can help set up and maintain an after-hours process?

Your Versature after-hours setup is initially set up during the 1:1 onboarding session. Your Onboarding Specialist will work with you to create a process that fits your business’s unique situation.

If there are any changes to be made, these can be done after the onboarding phase by our Technical Support team.

Not only that, but any changes can also be made by Office Managers through the Versature SONAR client portal.

Want to see more?

See just how easy it will be to make changes to your phone solution with our quick 15-minute on-demand demo of our SONAR client portal!