Greetings are an important element for any WebRTC virtual PBX, and knowing what they are and how to configure them will help you get the most out of them. Configure messages with good sound quality reflects professionalism, which improves the company’s image and helps to create a good first impression for potential customers. Learn how to configure messages for your company today.
In order to decide which voiceovers we want in a company, we must be sure about what they are. Virtual PBX greetings are programmed voice messages that customers hear when they call a company’s main phone. These messages can inform them about the company in question or guide them through the different departments of the company. Greetings allow us to include personalised voice messages in the telephone system and, therefore, have control over everything our clients or potential clients hear.
Another advantage of greetings is that they improve the relationship with the client, as they offer a solution for situations in which the customer cannot be attended to, for example, if he calls outside business hours, or if all the extensions of the virtual PBX are occupied.
What types of virtual PBX greetings does a company need?
This is usually the first greeting to be set up and is essential for any virtual PBX. It is the first one the customer will hear and in which he is informed about the company in question. Normally, it is indicated the name of the company and what will happen next, such as: “Welcome to Fonvirtual, you will soon be attended to by an agent”. You can also complete the greeting with a menu of options, or, for example, by informing the opening hours.
If someone calls the virtual PBX outside of customer service hours, it is advisable to have a greeting to inform them of the company’s name and what the business hours are, for example : “Hi, you’ve reached Fonvirtual, we’re open from 8:00 to 13:00 Monday through Friday “. You can also give the option of leaving a message on the voicemail, or of making the enquiry by mail, so that the company can contact the client later. For example :
“Welcome to Fonvirtual. Unfortunately, you’ve reached us after-hours but you can reach out via email at firstname.lastname@example.org or leave a message in the voicemail box”.
There may be a situation where, for various reasons, when someone calls the virtual PBX their extensions are all occupied and the customer cannot be attended immediately. In this case, we have more than one possibility, such as including an informative message explaining that our agents are all busy. If after this we decide to move the customer to a call queue, we can inform him from time to time that he will be attended to shortly, for example : “At this moment our agents are busy, please keep waiting, you will soon be attended to”.
Another possibility we have is that the call ends in the voicemail, where you can include a personalised greeting message informing the customer that they can leave a message or that they can call back later.
For times such as a bank holiday or when the company is on vacation, you can configure messages to inform the customer of the reason why they cannot be attended to. It is advisable in this case to inform of other means of contacting the company during this period. An example would be: “Our company is closed for holidays until 30th August, but you can leave a message on our voicemail with your request so that we can contact you as soon as we join or, if it is something urgent, you can send us an email to email@example.com”.
Menu of options
In this case, greetings are responsible for describing the different options to which the call can be sent, so that customers can choose, for example, which department to contact. For example “If you are already a client, press 1, if you want commercial information, press 2…” or “If you want to speak to our NY office, press 1, if you want to speak to the London office, press 2”.
How to configure greetings in the WebRTC virtual PBX?
The methods for configuring greetings depend on the telephone operator. In general, you will have an administrator panel where you can modify any aspect of the virtual PBX, such as the greetings, the menu of options or the opening hours of customer service.
How can you add these greetings? Well, with Fonvirtual you have the option of recording them in three different ways. By default, we will always configure messages with a synthetic voice with the text the client tells us, but if you prefer a natural voice, you will only have to send us the recording or you can contract our greeting service in a recording studio.
Greeting with synthetic voice
To include synthetic greetings, just send us a text with the message you want and we will configure it in TTS (text to speech), that is, in synthetic or robotic voice. Although it is a quick solution, perfect for getting the virtual PBX up and running as soon as possible, it will always give a better image to set up greetings with natural voice.
Greetings recorded by the client
In this case, the client can record their own totally personalised greetings in natural voice. When you send us your messages, we will upload them to the virtual PBX configuration as you indicate. These must be in WAV format and weigh less than 3 Mb.
Greeting with natural voice recorded by a professional studio
We can send the texts that the client wants to a professional recording studio, with which we have been working for more than 10 years, to record the greetings, whether they are welcome, after hours, busy, etc.