How to use the queue to provide the best service

In today’s business world, offering excellent customer service is crucial for the success of any company. From the customer’s perspective, good service doesn’t just mean solving problems quickly; it also means feeling valued and respected. This directly affects their perception of the brand, their loyalty, and the likelihood that they will recommend the business to others. A key tool for ensuring high-quality service is the queue in your phone system. In this blog, we’ll explore how to use this tool to improve the customer experience and optimise call management in your business. 

The queue is a feature that allows you to manage incoming calls when they can’t be answered immediately. Instead of losing a call or sending it straight to voicemail, the customer is placed in a queue where they wait until an agent is available. During this time, they first hear an informational message, followed by optional music. 

How does the queue Improve customer service? 

1. Reduces abandoned calls: By keeping customers informed, frustration is reduced, making them more likely to stay on the line. This is key during busy periods when the risk of losing calls is higher.
2. Efficient call management: The queue organises incoming calls fairly, ensuring customers are attended to in the order they called. This boosts efficiency and ensures no important call is missed, helping to maintain good customer relations.
3. Improves customer experience: A well-managed queue offers a professional waiting experience. You can keep customers engaged with messages, reducing the negative view of waiting. It shows your business is prepared to handle high call volumes without affecting service quality.

Imagine a customer calls your business during a busy time. Without a queue system, it’s likely that their call would be lost or automatically redirected to voicemail, which could lead to a frustrating experience. However, with a well configured queue, the ability to listen to music or personalised messages before being served not only improves the customer's perception of your business, but also increases the likelihood that they will return in the future. 

Setting up the queue in Rinkel is a simple process that can significantly impact the quality of service you offer. Through the Rinkel app or in My Rinkel portal, you can adjust waiting times, choose the music that will play during the wait, and decide what action to take if the call isn’t answered after a certain time. 

How to do it? So easy, Log into Rinkel app, go to "Numbers," select the number, and access the queue settings. Set how long the phone rings before placing the customer in the queue (20 seconds recommended). Choose how long they stay in the queue (our adivce is max 5 minutes) and the music. You can add a pre-recorded message and decide if unanswered calls go to voicemail, disconnect, or transfer. Save your changes, and the queue is ready. 

• Keep the customer informed: Use recorded messages to inform the customer about that you are busy but will be attended to very soon. This reduces frustration.
• Personalise the waiting experience: Choose pleasant hold music that matches your brand’s identity. Also, consider including promotional or informational messages that might interest the customer while they wait. 
• Regularly review and adjust: Evaluate the performance of your queue system and adjust the settings as needed. This will ensure that the customer experience remains optimal and that call management is always efficient. 

The call queue also works as a “safety net” for your business

During those moments when all agents are busy or unable to answer immediately, the call queue steps in to make sure no important call is missed. It acts as a backup plan, ensuring that every customer has the chance to be attended to, even when call volumes are high.

If you can’t answer a call straight away, the call queue prevents it from going directly to voicemail or, even worse, from being lost. This not only improves the way customers see your business but also gives you time to organise your resources and respond to each customer efficiently. In this way, the call queue acts as a protective barrier that helps you manage customer expectations and provide quality service, even during peak times. It’s like having an “ace up your sleeve” to ensure customer satisfaction at all times!

Implementing an effective queue in your phone system not only improves customer satisfaction but also optimises call management and strengthens the professionalism of your business. With Rinkel, you can set up and personalise your queue to perfectly match the needs of your business and the expectations of your customers. Learn more about how Rinkel can help you provide the best customer service.