During this time, clear, current messaging for your phone system is essential.
Covid-19, or Coronavirus, is impacting businesses and cities across the country in an unprecedented way. Many companies are suddenly faced with temporarily shutting down operations, or at the very least, making changes to working hours and allowing employees to work from home. You may also find it necessary to update protocols to ensure the safety of your staff and patrons, and it’s important that each person affected by these changes receive the message as soon as possible.
Social media, email, and your business website makes it easy to get a message through to your customers at scale, but your phone system still remains a key frontline communication tool. As more cities are encouraging people to stay home, customers, suppliers, and partners may call your business to get quick answers, such as changes to your business hours, instructions on how to get help, where to find the most up-to-date information, new procedures your company is implementing to conduct business or anything else that’s outside normal operations. There’s a strong chance you might experience a higher call volume than normal because customers will have questions they’ve never had to ask before.
Businesses across the country are monitoring the Covid-19 status every day, and as new developments become available, it’s important for businesses to be able to fluidly prepare and adapt to minimize any negative effects on operations.
We’re sharing some practical advice on what you can start doing today to empower your business phone system during the Coronavirus pandemic and create a better customer experience:
Update Phone Messages As Needed
Covid-19 is creating a lot of firsts for many businesses. School districts, theme parks, government agencies, restaurants, and retail stores in nearly every state are closing and monitoring the situation every day. It’s important to update your phone system messages as new information becomes available.
For example, you might include messages about changes to your operating hours or event cancellations, direct your callers to an online resource for more information, or provide additional instructions on temporary protocols during the outbreak. Reassure them about the precautions you’re taking to ensure their safety and provide specific information when possible, such as when you plan to resume normal operations.
Use Your Cloud Phone System to Empower Work-From-Home Employees
Cloud technology has enabled many traditional workers to set up a workspace at home with no loss of access to critical business systems. If you’re already using a cloud-based phone system in your business, you will probably be able to reroute employee extensions so they can take calls at home and minimize health risks in the workplace.
If you decide to release your workers in favor of telecommuting, consider letting your callers know that employees are out of the office and provide them an alternative way to get in touch.
Example Phone Scripts to Use During Covid-19 Outbreak
Communication during critical times is essential to reducing the impact of Coronavirus on business. To save time in preparing your business phone system, take a look at these example phone message scripts you can use to streamline your communication strategy:
Corporate Offices or Professional Services Examples
1.1 Make an Appointment On Hold Message (72 words)
(Company Name) takes the health and well-being of its clients and employees seriously. With Coronavirus in the news daily, we are doing everything we can to minimize risk to all. If you’re coming into the office, we ask that you please make an appointment with a customer service representative. You may also find more information online at www dot Website dot com. We appreciate your ongoing support and patience during this time.
1.2 Teleworking Voicemail (80 words)
Hello, and thank you for calling Company Name. In an effort to reduce the spread of the coronavirus, all staff are temporarily working from home. Email will be the fastest way to reach us. You can find our email addresses on our website at website dot com, or send an email to O F F I C E at website dot com and we will return your message as soon as possible. Thanks again for your continued business.
Call Centers Examples
1.1 Longer Wait Times IVR Message (46 words)
As the impact of the Coronavirus grows, we are doing our part to ensure employee safety with minimal business interruption. Because of this, you may experience longer wait times. Rest assured, we are committed to maintaining the same level of service and security through this time.
Example: Government, Schools, or Public Services
1.1 Where to Find Information On Hold Message (49 words)
Thank you for calling [Place]. We are closely monitoring the Coronavirus pandemic and updating our website as new information becomes available. Visit www dot website dot com and click on the red banner at the top of the homepage for the latest local developments and links for more information.
Pharmacy Examples
1.1. Preventing the Spread of Germs On Hold Message (41 words)
Our pharmacy is taking proactive measures to prevent the spread of germs. Effective immediately, we are offering curbside pickup and next day delivery only. We appreciate your understanding as we try to keep all our customers and staff healthy and safe.
1.2. Curbside pickup On Hold Message (32 words)
Need prescriptions faster? Our curbside pickup is here to save the day! Give us a call when you arrive and our staff will handle the rest without having to leave your car.
1.3. Free Delivery On Hold Message (22 words)
Plan on staying home? We offer free next day delivery and free mail out to make your health and safety our priority.
Feel free to use these messages as is or tweak them to fit your company’s needs. To increase response time, we’ve already recorded several generic messages regarding Covid-19 that you can download for free and start using today.
Snap Recordings is Offering Free Downloadable Pre-Recorded Messages & Free Rush Delivery on Custom Covid-19 Orders
The outlook on the Coronavirus pandemic is changing on a daily basis, and time is of the essence for many businesses to communicate with their customers and employees. At Snap Recordings, we’re offering free rush delivery on all custom phone recordings related to Covid-19 during this time to help businesses continue serving their customers.
In addition, we’re also offering pre-recorded greetings, on-hold messages, and IVR messages on Covid-19 for businesses to download for free and start using immediately. 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.
Although you have little control over how Covid-19 will impact your business and no idea when business will get back to normal, it’s times like these when companies must work even harder to create an optimal customer experience. The more responsive you can be, the better chance you have of standing out for all the right reasons.
