News
Preparing for 2025: Creating A Better Experience for Callers
In April of 2017, we wrote an article about designing a better caller experience. We pointed out some primary decisions that should be made to improve how callers interact, but that was 2017 and things have changed a bit since then. As we head towards 2025 we should design a stellar caller experience which requires both thoughtful planning and leveraging the latest technology. A smooth, efficient phone system is essential for leaving a strong first impression on your customers and ensuring they have a positive interaction every time they call your business. Let’s dive deeper into what it takes to create an exceptional caller experience in today’s fast-paced world.
1. Choose Who Answers First: Human or Automation?
The first decision you’ll need to make is whether to have a live representative or an automated message greet your callers. This choice depends on the nature of your business and the type of service you want to provide.
If personal interaction is crucial, having a live person answer the phone can make your business feel more approachable and customer-focused. However, automation offers consistency and scalability, especially for businesses receiving high call volumes. A virtual receptionist can help direct callers quickly, offering them a clear and direct path to the department or individual they need. At Intulse, we use automation first in hopes of steering callers either to our sales or support teams, appropriately.
In 2025, automation isn’t what it used to be—AI-powered systems can simulate more natural conversations, making them feel less robotic. If you go the automated route, make sure to personalize the greeting to your brand and keep the interaction friendly yet professional. AI generated menu recordings combined with voice recognition can make for an incredibly smooth, consistent customer experience.
2. Streamline the Menu: Make Navigation Easy
A common frustration for customers is getting stuck in a complicated or lengthy phone menu. The key is to keep it simple and intuitive. You don’t want your callers listening to five or more options before they can speak to someone or access the information they need. How many times have you found yourself screaming, “REPRESENTATIVE!!!” at a phone system?
Limit your phone tree options to no more than five choices, and arrange them based on the most frequent requests. Prioritize options like “Speak to a representative” or “Check order status” at the top. Offering callers the ability to speak a selection (“Press or say 1”) can also speed things up. This is where tools like speech recognition is fantastic for helping callers get somewhere quickly.
Incorporate easy backtracking options, such as “To go back to the previous menu, press #.” If callers feel trapped in a system with no easy way out, frustration builds fast, and that’s when they’ll hang up.
3. Invest in Professional Voice Recordings or Use AI
A high-quality, professional voice recording creates a polished image for your company. Even if your business is relatively small, a well-executed phone greeting makes you sound established and trustworthy.
When investing in a voice recording service, choose a clear, friendly voice that fits your brand. A healthcare provider might want a calm, soothing tone, while a tech startup could opt for something more energetic. Make sure the script is short, to the point, and delivered with warmth.
Consistency is crucial here—avoid mixing recordings from different sources or using disjointed tones throughout your system. Having a single, unified voice helps solidify your brand identity.
Alternatively, we have built AI greeting tools into the Intulse App making it easy to write and create natural, realistic AI generated voice greetings. This provides a consistent sound and quality to all of your voice greetings and menus without the added cost of a professional recording.
4. Test Your System Regularly
No phone system is perfect. It’s important to run regular tests to ensure everything is working smoothly. Pretend you’re a first-time customer calling your business and go through the experience yourself. Listen for any issues, such as confusing menu options, unclear instructions, or long wait times.
Regular testing allows you to identify bottlenecks before they become major problems for your customers. If you find any glitches, address them immediately. You can also collect feedback from your team or actual customers to further refine the system.
Testing isn’t just about the technical aspects; you should also be thinking about the overall experience. Does the system feel welcoming? Is it easy to navigate? Would you feel comfortable as a customer calling this number?
5. Leverage Music and On-Hold Messages
Silence can be awkward, especially if a caller is on hold. It’s important to fill that waiting time with something beneficial to the customer. In 2025, it’s easier than ever to set up customized on-hold music or messages that inform and entertain your callers while they wait.
Select on-hold music that reflects your brand. A law firm might opt for something classical and calming, while a retail business could go with something more upbeat. Whatever you choose, make sure it’s not too repetitive or loud, as that can aggravate waiting callers.
You can also use this time to play important messages or promotions. For example, while callers are waiting to speak to a representative, you could inform them about your latest offers or provide helpful tips related to your service. Just make sure these messages aren’t too long or intrusive.
6. Personalize Caller Experience with CRM Integration
Customer Relationship Management (CRM) integration is a game-changer. When a customer calls, your system can instantly pull up their information for you based on their phone number, allowing your team to greet them by name and have their details ready before they even ask.
This kind of personalization is what sets great customer service apart from average service. It shows that you care about your customers and value their time. Not only does CRM integration streamline interactions, but it also reduces the time your staff spends gathering information, making calls more efficient.
7. Optimize for Mobile and Omnichannel Integration
Customers today expect more than just voice calls. They want the option to communicate with your business via multiple channels—whether that’s SMS, email, or even chat via your website. Ensure your phone system supports these integrations to provide a seamless experience across platforms.
For example, if a customer has an open support ticket on your website, your system should be able to recognize this when they call and direct them to the appropriate department or agent. Likewise, if a customer prefers to receive updates via SMS, your system should easily allow for that. By embracing an omnichannel approach, you can meet customers where they are and improve their overall experience.
8. Utilize Call Analytics for Continuous Improvement
Phone systems often come equipped with robust call analytics features that offer insights into your callers’ behaviors. This data is invaluable for improving your caller experience. The Intulse App offers detailed call reporting and analytics to help inform how your calls are going.
Call analytics can tell you how long callers are waiting, how often they hang up, which departments receive the most calls, and more. By reviewing these insights regularly, you can make data-driven decisions to optimize your phone system.
For instance, if you notice a high drop-off rate during certain hours, consider adding more staff to manage the call volume. Or, if callers frequently choose the wrong menu option, it might be time to simplify or rework your menu options.
9. Be Ready for Change
Lastly, always be ready to adapt. Technology, customer expectations, and your business needs are always evolving. Stay up to date with the latest phone system advancements and continually look for ways to improve your caller experience.
Phone systems are more sophisticated than ever before, but at the end of the day, it’s all about making your customers feel valued and heard. With the right strategy, you’ll create a seamless, frustration-free experience that keeps callers happy and your business running smoothly. At Intulse we do our best so you can be at your best, even before you answer the phone.
By following these steps, you can ensure that your phone system is ready for 2025, and not only meets customer expectations but exceeds them by providing a personalized, efficient, and friendly experience from start to finish. Not using Intulse yet? Start a conversation today so you can be ready for next year!