00:15 – Oh No, on hold again!
00:30 – Customers know best
00:57 – Just let me talk to a human being please
01:15 – How long can you hold on for?
01:48 – Blockout Blinds Jingle No More
02:30 – Professionally recordings for clarity
03:18 – Suvey’s help us to help you
Hi I’m Jason from the brand blockout blinds, and today I just want to say thanks to everyone who filled out our survey in relation to our phone system.
0:15 – Oh No, on hold again!
If the bain of everybody’s life being put on hold, waiting, being hung up on etc… and we know how important that is so we want to get it right at Blockout Blinds because our aim is to provide the ultimate customer service experience.
0:30 – Customers know best
So, we thought about how are we going to set the phone system up and we sat down, we thought we’d do this we’d do that…and ultimately we just thought well why don’t we ask our clients what they think. So sent out a survey about two weeks ago, and it went to quite a lot of people and about 627 people actually completed the survey. So to those people that did that, we’d like to thank you very much because you’ve really helped us out.
0:57 – Just let me talk to a human being please
Some of the suggestions that were a common thing that we’ve taken on board was you don’t want to hear press 1 for this, press 2 for that, press 3 for this. So we have now removed that from our phone system so you get a quick intro, and straight bang the phone rings!
1:15 – How long can you hold on for?
We also asked you how long you would like to be on hold for before having the option of actually being able to leave a message. The majority said two to three minutes would be acceptable. So we’ve changed that now so our system will wait 3 minutes and then if no one’s answered, we’ll give you the option of leaving a message or you can then continue to hold, and while you’re doing that, it will also tell you what position you are in the cue so you can make a judgement call if you want to leave a message or keep holding.
1:48 – Blockout Blinds Jingle No More
Now another thing that we had asked was “what would you like to listen to while you’re on hold” and we’re really shocked because the Blockout Blinds jingle was last on the list! Go figure! The highest ratings were 1, listening to music or 2; listening to the radio.
So, we’ve removed the jingle, well actually we haven’t removed the jingle yet we’re doing it this week, but we are removing the jingle for the on hold component of the system. And we’re going to put in some modern music that are current hits for you to listen to and enjoy while you’re on hold.
2:30 – Professionally recordings for clarity
So we’ve taken that on board, and we’ve altered our phone system. Also some feedback we had was that the actual recording of our phone system — the voice message coming through to you — was a little bit unclear. So we actually hired out a professional sound recording studio and recorded all our messages in a professional studio using the lovely voice of Kirsten in the office; she comes across great on the messages. We’ve uploaded those now so they’re really clear and high quality so no more of that crackling noise that was in the background because we recorded it in house previously.
So I want to say thank you very much for all those people that helped us improve our phone system which in turn is helping our clients have a better customer service experience.
3:18 – Suvey’s help us to help you
In the future, we would be sending out more surveys to get feedback from you guys because we can think one thing but if we ask you we’ll know exactly what you’re thinking and then we can take your feedback on board and make sure we give you the best experience that you want. So our aim now is to improve the business based on your feedback, and with the phone system, our goal is to answer every call within 45 seconds.
So, hopefully no one will getting to that 3 minute mark and having to leave a message or getting to option to leave a message because we’ll be getting well ahead of that and answering it within 45 seconds.
So thanks again, until next time.