Pandemic conditions are starting to lift and businesses in many states are going back to work. Now is the time to prepare your business phone system messaging capabilities to create a better experience for your employees, customers, vendors, and affiliates.
Depending on where you live, it’s either time or almost time to go back to work after COVID-19. The temporary conditions and limitations to businesses created by the pandemic are fizzling, and many business owners are eager to re-open their doors to their customers and employees alike, even if there are additional precautions they’ll have to take.
One crucial tool that can assist the transition is your business phone system. When COVID-19 first started shutting down businesses, we developed a guide that covered how to leverage your cloud phone system and its messaging capabilities. Now it’s time to shift again, and you can continue to rely on your phone system greetings, IVR prompts, and music and messages on hold features to help you improve the customer experience.
Here are our best practices on how to move forward with re-opening your business after COVID-19 using your phone system message features.
Take Stock of Your Existing Phone Greetings, IVR Menu Prompts, Voicemail Greetings, and Messages On Hold
Ideally, before you reopen for business, call your business and go through each greeting, menu prompt, and on hold message to hear what your callers are currently hearing. Take notes as you go and document the messages that no longer apply. From there, you’re better positioned to figure out which messages need to be edited or removed.
For example, if your greeting contains your business hours, are those hours still accurate?
If you have a message stating that employees are working remotely, will that still be the case when you re-open for business?
Some other points to listen for include:
• Business closures
• Temporary extensions or redirects
• Longer wait times
• Temporary services, such as curbside pickups or delivery
• Specific directions, such as getting more info on social media or your website
Identify New Changes that Will Impact Your Customers
State governments are creating their own playbook when it comes to reopening businesses. Some states may only allow certain businesses to reopen. Others may want companies to follow certain procedures, such as limiting the number of customers in a store.
Depending on your state, you’ll want to communicate any specific changes that will affect your customers in-person or through other touchpoints.
Some examples include:
• Temperature checking procedures
• Sanitization efforts
• Requirements for wearing a mask within your facility
• Services you are/are not able to offer
• Availability of online resources
• Limited seating or in-house capacity
• Screening questions for doing business in person
• Frequently asked questions
• Limitations on number of guests that accompany customers (i.e. for hair salons, medical facilities, etc.)
Because the nature of businesses can vary drastically, it’s important to consider your unique challenges that will impact your customers. A good place to start is your state government’s re-opening requirements for your business, as well as the questions your customers are asking.
Example Phone Message Scripts for Re-Opening During the Pandemic
To save time in preparing your business phone system messages, Snap Recordings developed several free scripts you can use for your recordings. Feel free to use these scripts as is or modify them to suit your needs:
Auto Attendant & Phone Greetings
Thank you for calling [Company Name]! We are open for business and operating under new hours: [disclose hours].
We’re pleased to announce that we’re open for business! Please check our website for our new operating hours and procedures, at [Website].
Thanks for calling [Company Name]. At this time, we are offering [Services] only due to restrictions related to COVID-19.
On Hold Messages
Limited Number of Customers
Thanks for calling [Company Name]! Per state requirements, we are allowed to have X number of people in our facility at a time. We apologize for the inconvenience and look forward to serving you.
To minimize the risk of contamination to our customers and employees, we will be checking the temperature of each person before they enter our facility. This allows us to continue to provide a safe environment to all. Thanks for holding - we’ll be right with you.
All customers and employees in our facility will now be required to wear a mask until further notice. It is our goal to maintain a safe environment and reduce the risk of exposure to the coronavirus. We appreciate your understanding and support during this time.
Please note that customers may only bring one person to their appointment. We’re doing our part to limit the spread of COVID-19 and appreciate your understanding at this time.
New Business Hours
You’ve reached [Company Name] outside of our current business hours. We’re open [Business Days/hours]. Please leave a message and someone will return your call the next business day.
You’ve reached [Company_name]. To limit the spread of the coronavirus, our staff is working limited hours and are currently unavailable to take your call. Please leave a message and we’ll be in touch as soon as possible.
Doing Business in a World Impacted by a Pandemic
When it comes to going back to work during the pandemic, timeliness is the name of the game. It’s essential to update your phone system messaging as soon as possible so that customers will know what to expect. Otherwise, an outdated greeting with the wrong information could send your callers to your nearest competitor, delay them from getting service, or frustrate your callers and leave them with a bad impression of your business.
Just like closing for the pandemic, re-opening for business is also new territory for everyone. While no one knows what the future holds, now is the time to prioritize clear, consistent communication and continue to work hard to give your callers the best experience possible.
Is it time to update your phone system greetings, IVR menu prompts, and messages on hold for a post-Coronavirus workplace? Order phone messages from Snap Recordings and receive your audio within 3-4 business days!
Snap Recordings is Offering Free Downloadable Pre-Recorded Messages & Free Rush Deliver on Custom COVID-19 Orders.
We’re offering free rush delivery on all custom phone recordings related to COVID-19 and free, COVID-19 pre-recorded greetings, on-hold messages, and IVR prompts. While you may decide you need to tailor your messages to your specifications, these generic messages can help you start preparing your business phone system as soon as possible. You can preview and download these free phone messages here.