No Detail Too Small: Personalize Your Voicemail To Create a Great Customer Experience

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Great customer experience companies pay attention to detail. Apple takes pains to ensure the inner workings of their products are as well-designed as the exterior. Figures in Disney World’s ‘Hall of Presidents’ wear authentic reproductions of their respective eras. These companies are distinguished by their focus on the parts unseen, and understand it is a key driver in their success. A missed or unrefined detail will draw attention to itself and consequently impact the overall customer experience.

Your customer’s experience starts with the first call they make to your business. Everything you say—from how you answer the phone to your voicemail greeting—is an opportunity to make a personal connection. While Ruby handles the initial customer contact, a well put together voicemail greeting can enhance the customer interaction. With Ruby, we have a number of ways you can customize your voicemail greetings to continue your caller’s positive experience and communicate information.

Daytime Voicemail Greetings

The Daytime greeting plays during your company’s answer hours—the times when our receptionists are receiving and routing your calls. Just a reminder, you have the option of customizing your answer schedule hours with our Client Happiness team, or you can use Ruby’s open hours (Monday-Friday, 5:00am-6:00pm Pacific).

It’s important to remember when crafting this greeting the caller has already interacted with Ruby. Convey the same warmth and friendliness as our receptionists, but avoid repeating information. For example:

“Hello! You’ve reached the voicemail for _______. Please leave a detailed message after the tone and I will return your call as soon as possible. Thank you!”

Simple words like “Hello”, “Please”, and “Thank you!” help relieve some of the anxiety callers may have when leaving a message. Avoid jumping right into instructions, as well as phrases like “Your call is important to us”, which can feel inauthentic and cold.

Using one general voicemail box for everyone in the company? Here’s an easy modification:

“Hello! You’ve reached the general office voicemail for ___ (company name). Please leave a detailed message after the tone and a member our team will return your call as soon as possible. Thank you!”

Afterhours Voicemail Greetings

Afterhours greetings play outside of your company’s answer hours. As with the Daytime hours, if there are no special answer schedules, your Afterhours are based on when Ruby is closed. Unlike the Daytime greeting, a caller will not have spoken with one of our receptionists, so it is a good idea to provide additional information about your business and when you will be available to respond. For example:

“Hello and thank you for calling _____ (company name). We’re sorry we missed you! Our regular hours are 9:00am-5:00pm, Monday through Friday. Please leave a message and we’ll look forward to returning your call as soon as possible. If you have a general question, you’re also welcome to visit our website at www.CompanyName.com. Thank you!”

What if I need to provide callers with special instructions?

Your business may be required to provide additional instructions to protect your callers. These instructions should fall at the end of your greeting, so they are fresh in the caller’s mind when they begin their message. For example:

Medical Office: “Hello! You’ve reached the voicemail for _____. Please leave a detailed message after the tone and I will return your call as soon as possible. If you are experiencing a medical emergency, please hang up and dial 911.”

Financial Firm: “Hello! You’ve reached the voicemail for _____. Please leave a detailed message after the tone and I will return your call as soon as possible. Please do not leave orders to buy or sell securities on this voicemail, as they will not be executed. Thank you!”

How to Customize Your Greeting

Ruby clients can use the Ruby mobile app (available for iPhone and Android devices) or our mobile-friendly Member Services site to record a customized voicemail at any time. Additionally, you can also contact our Client Happiness department if you have an existing .wav file you’d like to use for your voicemail greeting. To update your voicemail greeting:

  1. Login to Member Services through your mobile app or online at www.callruby.com.
  2. Under “Account”, select “Voicemail Greetings”Voicemail greetings
  3. You will see a list of current greetings. Click on the greeting you’d like to change.
  4. Select “play” to hear your current message, or “Change” to record a new greetingChange Voicemail
  5. On the “Change” screen, click “Record’ to begin your greeting. Click “preview” to review your updated greeting.Record voicemail
  6. Once you are satisfied with your greeting, click “Save.”

You can go back at any time to return to your default message.

Give your customers a great experience from start to finish. Check out our posts “How To Craft an Impressive Voicemail Greeting” and “Set Your Company Apart With a Great Telephone Greeting” for additional suggestions on crafting friendly greetings. Of course, if you have any questions feel free to contact our Client Happiness department at staff@callruby.com or call 866-611-7829.

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