Delivering exceptional customer service relies on efficient call management in today's business landscape. Aloware offers a robust solution called Smart Queue to optimize call handling processes.
In this article, we will explore the functionality of Aloware's Smart Queue feature and examine the diverse options it provides for efficient call management, including text-based interactions and voicemail capabilities.
Overview of Smart Queue in Aloware
Aloware's Smart Queue feature allows you to optimize call routing and ensure callers receive prompt attention. By configuring your queue settings in the Ring Groups > Queue tab and enabling Smart Queue, you can leverage this feature's capabilities to enhance your call management process.
How Smart Queue works in Aloware Admin
Aloware's Smart Queue operates through a tiered system, where calls pass through multiple agents or lines until an available agent attends to them.
Let's dive deeper into the functionalities and options provided by Smart Queue:
Fishing Mode (Beta)
Aloware introduces an innovative feature called Fishing Mode (Beta) to further enhance the collaboration within your ring group.
When enabled, Fishing Mode notifications simultaneously notify all users within a ring group at the same time. This ensures that no incoming call goes unnoticed.
Fishing Mode respects user agent status, operating hours, area code, and state restrictions, ensuring that notifications are intelligently routed to the available agents who meet the criteria.
Say the Caller's Position in Queue
To keep your callers informed about their position in the queue, Aloware enables you to enable the "Should Say Caller's Position in Queue" button. This feature provides callers with real-time updates on their queue status, reducing their frustration and enhancing their experience.
Offer Callback Option
Additionally, you can offer a callback option by enabling the "Offer Callback Option" button. This allows customers to hang up and retain their position in the queue, with the system automatically calling them back when it's their turn.
Offer Handle by Text Option
Aloware's Smart Queue also offers the "Handle by Text Option" button, which informs callers that your business is text-enabled and capable of addressing their concerns through text messaging. This option is particularly useful for handling minor requests like appointment modifications or status checks. Callers can simply press Two (2) to confirm their preference for text-based communication, streamlining the interaction process.
Offer Voicemail Option
Enable the "Offer Voicemail Option" button in Aloware's Smart Queue to provide callers with an alternative to waiting in the queue. When callers press Three (3), they can leave a voicemail message, ensuring their concerns are captured even if immediate assistance is unavailable.
Additional Configuration Options
In addition to the aforementioned features, Aloware's Smart Queue offers several other configuration options to further customize your call handling process:
Press One
By toggling on "Press One," you can require called parties to press the number One (1) to accept the call. This helps ensure that agents are actively engaged in answering calls, especially when using Round Robin or Random ring patterns.
Wait Music
Customize the caller's waiting experience by recording your own voice or uploading a pre-recorded file as wait music. Alternatively, you can use Aloware's default wait music.
Repeat Prompts
Determine how frequently the system offers prompts to callers by configuring the "Repeat Prompts" feature. We recommend using a 30-second interval to balance informative updates and caller engagement.
Max Queue Hold Time
Set the maximum amount of time a call can remain on hold in the queue with the "Max Queue Hold Time" option. After this duration, the call will be terminated and considered missed. You can specify the desired action for missed calls in the General Tab and the Missed Calls Settings.
