8x8 Inc · NASDAQ:EGHT
8x8 — Conference Presentation (March 2013)
39 slides from 8x8's conference presentation, March 2013
Slide 1: Unlock the Power of Your Auto Attendant
Unlock the Power of Your Auto Attendant March 2013 Prepared by 8x8 Marketing © 2009 NASDAQ-LISTED: EGHT
Slide 2: Agenda
Unlock the Power of Your Auto Attendant Agenda • What is the Auto Attendant? • 5 Steps to Planning and Designing • Tips to Writing & Recording Menus • Configuring Your Auto Attendant • Examples • Questions & Answers 2 l 8x8 Inc. NASDAQ-LISTED: EGHT
Slide 3: What is an Auto Attendant
What is an Auto Attendant You know what it is when you hear it… “Thank you for calling ‘XYZ Company. For the receptionist, press one; for our business hours, press 2; for support press 3…” • Auto Attendants can back up a live receptionist, or serve as your primary greeting • Serves two basic functio
Slide 4: Auto Attendant Basics
Auto Attendant Basics Thank you for calling Specialty Cookies. To make an appointment press 1. To hear our business hours press 2. To speak to our Support department press 3. MENU 1 Receptionist 2 Business Hours 3 Support 4 l 8x8 Inc. NASDAQ-LISTED: EGHT
Slide 5: Auto Attendant Basics
Auto Attendant Basics Thank you for calling Specialty Cookies. To make an appointment press 1. To hear our business hours press 2. To speak to our Support department press 3. MENU 1 Receptionist 2 Business Hours 3 Support 5 l 8x8 Inc. NASDAQ-LISTED: EGHT
Slide 6: Auto Attendant Basics
Auto Attendant Basics Thank you for calling Specialty Cookies. To make an appointment press 1. To hear our business hours press 2. To speak to our Support department press 3. MENU 1 Receptionist 2 Business Hours 3 Support 6 l 8x8 Inc. NASDAQ-LISTED: EGHT
Slide 7: Auto Attendant Basics
Auto Attendant Basics Thank you for calling Specialty Cookies. To make an appointment press 1. To hear our business hours press 2. To speak to our Support department press 3. MENU 1 Receptionist 2 Business Hours 3 Support 7 l 8x8 Inc. NASDAQ-LISTED: EGHT
Slide 8: Benefits of Using an Auto Attendant
Benefits of Using an Auto Attendant • Improved customer service • Frees up valuable resources & improves efficiency • Backs up a live receptionist, or present options after hours • Projects a successful & professional image • Never misses a call 8 l 8x8 Inc. NASDAQ-LISTED: EGHT
Slide 9: 8x8 Auto Attendant
8x8 Auto Attendant Each Auto Attendant has over 10,000 available options. MENU MENU • Multiple schedules: – Business hours 1 Receptionist 1 Main Voicemail – After hours 2 Business Hours 2 Business Hours – Lunch hours 3 Support – Holiday schedules 4… 5… • Multiple submenus 6… SUB MENU 7… 1 Tech suppo
Slide 10: Designing Your Auto Attendant Call Flow
Designing Your Auto Attendant Call Flow Submit your questions using the chat function. 10 l 8x8 Inc. NASDAQ-LISTED: EGHT
Slide 11: 1. Identifying Calls to Route to Auto Attendant
1. Identifying Calls to Route to Auto Attendant Calls can get to the Auto Attendant 3 basic ways: Automatically with a Virtual Number (408) Automatically as a “busy” or 555 Manually by the receptionist “no answer” forward rule 1268 or other employee Busy / no answer MENU Transfer to fwd. rules Exten
Slide 12: Steps to Planning Your Auto Attendant
4 Steps to Planning Your Auto Attendant 1. Identify the calls you want to go to the Auto Attendant. 2. Decide what menu options callers will have. – Determine if you need 1 or multiple menus 3. Determine where to route calls. 4. Write a menu script. 12 l 8x8 Inc. NASDAQ-LISTED: EGHT
Slide 13: Step 2: Determine Number of Menus Needed
Step 2: Determine Number of Menus Needed Next decide what time schedules you want to use: 1. 24/7 Business Hours Business Hours After Hours – Allows for one Main menu – Use if your menu options will be the MENU MENU same 24 hours a day, 7 days a week 0 Receptionist 0 Main Voicemail 2. Define Busines
Slide 14: Steps 3 & 4: Menu Options and Routing Calls
Steps 3 & 4: Menu Options and Routing Calls 3. What options do I want to give callers? – What are the most common reasons people call? – What’s the difference between Business and After-hours menus? – Do callers know extension numbers of employees? – Can callers to search your corporate directory? –
Slide 15: Steps 3 & 4: Menu Options and Routing Calls
Steps 3 & 4: Menu Options and Routing Calls It helps to write everything down MENU Route To Notes Action (Transfer to) Action Details (Ext, RG, Description etc.) Submenu: New Customers; Sales Submenu 1 Current Customers 2 Services Goes to Angela Extension Ext. 1003 Mike, Jane, Dan and Rob’s 3 Suppor
Slide 16: Steps 3 & 4: Worksheets to help out
Steps 3 & 4: Menu Options and Routing Calls We’ll provide some worksheets to help out! Auto Attendant Script Guide Auto Attendant Worksheet Example Set-Up Sheets 16 l 8x8 Inc. NASDAQ-LISTED: EGHT
Slide 17: Steps 3 & 4: 8x8 Menu Options
Steps 3 & 4: 8x8 Menu Options Available Menu Options • Dial by Name • Dial by Extension • Company Directory • Voicemail System • Transfer to Submenu • Transfer to Extension • Transfer to Ring Group • Repeat Menu • Transfer to External Number • Conference Bridge 17 l 8x8 Inc. NASDAQ-LISTED: EGHT
Slide 18: Steps 3 & 4: 8x8 Menu Options
Steps 3 & 4: 8x8 Menu Options Available Menu Options These menus auto-populate every • Dial by Name time you add or delete an extension! • Dial by Extension • Company Directory • Voicemail System • Transfer to Submenu • Transfer to Extension • Transfer to Ring Group • Repeat Menu MENU Route To • Tra
Slide 19: Steps 3 & 4: 8x8 Menu Options
Steps 3 & 4: 8x8 Menu Options Available Menu Options This option allows users to leave • Dial by Name a message in the general Auto Attendant voicemail. • Dial by Extension • Company Directory • Voicemail System • Transfer to Submenu • Transfer to Extension • Transfer to Ring Group • Repeat Menu MEN
Slide 20: Steps 3 & 4: 8x8 Menu Options
Steps 3 & 4: 8x8 Menu Options Available Menu Options Submenus are often used for • Dial by Name complex internal departments or multiple language support. • Dial by Extension • Company Directory MENU • Voicemail System 1 Receptionist • Transfer to Submenu 2 Dr White's Office 3 Dr Gray's Office • Tra
Slide 21: Steps 3 & 4: 8x8 Menu Options
Steps 3 & 4: 8x8 Menu Options Available Menu Options Transfer to extension allows you • Dial by Name to direct a call to an individual phone or its voicemail. • Dial by Extension • Company Directory • Voicemail System • Transfer to Submenu • Transfer to Extension • Transfer to Ring Group 1006: Name
Slide 22: Steps 3 & 4: 8x8 Menu Options
Steps 3 & 4: 8x8 Menu Options Available Menu Options Ring groups have options • Dial by Name – Cyclic repetitive (priority) – Cyclic (round robin) • Dial by Extension – Simultaneous • Company Directory • Voicemail System Sales Sales • Transfer to Submenu • Transfer to Extension • Transfer to Ring Gr
Slide 23: Steps 3 & 4: 8x8 Menu Options
Steps 3 & 4: 8x8 Menu Options Available Menu Options Repeat menu allows a caller to • Dial by Name listen to the options again. • Dial by Extension • Company Directory • Voicemail System • Transfer to Submenu • Transfer to Extension • Transfer to Ring Group • Repeat Menu MENU Route To • Transfer to
Slide 24: Steps 3 & 4: 8x8 Menu Options
Steps 3 & 4: 8x8 Menu Options Available Menu Options Transfer to an external number is • Dial by Name often used for connecting to a live answering service after hours. • Dial by Extension “Hello, this is Dr. • Company Directory MENU Grey’s office, is this an emergency? • Voicemail System 0 Main Voi
Slide 25: Steps 3 & 4: 8x8 Menu Options
Steps 3 & 4: 8x8 Menu Options Available Menu Options A 20-person conference bridge is • Dial by Name included with your system. • Dial by Extension • Company Directory • Voicemail System 408 555 4466 • Transfer to Submenu • Transfer to Extension • Transfer to Ring Group • Repeat Menu MENU Route To •
Slide 26: Step 5: Draft Menu Script
Step 5: Draft Menu Script • Put the most important options first. • Plan and write it out. • Be brief and professional. • Tell callers early they can dial their party's extension. • Begin recording with a Welcome Greeting. • Let callers know they can make a choice at any time. • After-hours Menus –
Slide 27: Step 5: Draft Menu Script
Step 5: Draft Menu Script Do it Yourself • Find a quiet place. • Practice reading out loud. • Speak calmly and professionally. • Use your own voice and personality. • Smile while speaking. • Speak just a little bit more slowly than you think you need to. • Listen back to the recording and re-record
Slide 28: Production Tips for Recording Menu
Production Tips for Recording Menu Professional Recording • Consider a professional recording if: – You feel shy about recording your own voice. – You have a heavy accent. – You need assistance writing a script. • Use to create a vocal image for your company – Use same voice for voicemail greetings,
Slide 29: Configuring the 8x8 Auto Attendant
Configuring the 8x8 Auto Attendant Submit your questions using the chat function 29 l 8x8 Inc. NASDAQ-LISTED: EGHT
Slide 30: Common Call Flow Scenarios
Common Call Flow Scenarios Let’s look at some common scenarios: • Small office • Store front / restaurant • Startups / online business • Multiple languages 30 l 8x8 Inc. NASDAQ-LISTED: EGHT
Slide 31: Common Call Flow Scenarios: Small Office
Common Call Flow Scenarios: Small Office What if you could answer live as often as possible but the Auto Attendant assisted during peak hours, or after hours? MENU Route To (555) Action Details (Ext, 232 Notes Action (Transfer to) Description RG, etc.) 4589 1 Corp. Dir. 2 Hours and Directions Submen
Slide 32: Common Call Flow Scenarios: Small Office
Common Call Flow Scenarios: Small Office What if you could answer live as often as possible but the Auto Attendant assisted during peak hours, or after hours? MENU Route To (555) Action Details (Ext, 232 Notes Action (Transfer to) Description RG, etc.) 4589 1 Corp. Dir. 2 Hours and Directions Submen
Slide 33: Common Call Flow Scenarios: Store Front
Common Call Flow Scenarios: Store Front Have you ever wanted to set your phones to ring all at once? MENU Route To (555) Action Details (Ext, Notes Action (Transfer to) 467 Description RG, etc.) 8899 1 Hours and Directions Submenu Submenu Submenu 1 2 Reservations Reservations Ring Group 2002 All pho
Slide 34: Common Call Flow Scenarios: Store Front
Common Call Flow Scenarios: Store Front Have you ever wanted to set your phones to ring all at once? MENU Route To (555) Action Details (Ext, Notes Action (Transfer to) 467 Description RG, etc.) 8899 1 Hours and Directions Submenu Submenu Submenu 1 2 Reservations Reservations Ring Group 2002 All pho
Slide 35: Common Call Flow Scenarios: Startups
Common Call Flow Scenarios: Startups How do you make yourself “look bigger” than you really are? Let the Auto Attendant help you wear multiple hats. MENU Route To Action Details (Ext, (555) Notes Action (Transfer to) Description RG, etc.) 408 1 Sales Simultaneous Ring Group: 2001 Ex: 1001 7765 2 Sup
Slide 36: Common Call Flow Scenarios: Multiple Languages
Common Call Flow Scenarios: Multiple Languages Have you ever wanted to offer services in two languages? MENU Route To Action Details (Ext, (888) Notes Action (Transfer to) Description RG, etc.) 400 1 English Submenu 1 7700 2 Spanish Submenu 2 9 Repeat Menu SUBMENU 1 Route To SUBMENU 2 Route To Descr
Slide 37: Common Call Flow Scenarios: Multiple Languages
Common Call Flow Scenarios: Multiple Languages Have you ever wanted to offer services in two languages? MENU Route To Action Details (Ext, (888) Notes Action (Transfer to) Description RG, etc.) 400 1 English Submenu 1 7700 2 Spanish Submenu 2 9 Repeat Menu SUBMENU 1 Route To SUBMENU 2 Route To Descr
Slide 38: Resources
Resources This information will be emailed to you after the webinar. • www.8x8.com/howtotips: • Auto Attendant How-to-Video- NEW • 8x8 Audio Production Store • User Guides • Auto Attendant Configuration Worksheet 38 l 8x8 Inc. NASDAQ-LISTED: EGHT
Slide 39: www.8x8.com
www.8x8.com 39 l 8x8 Inc. NASDAQ-LISTED: EGHT