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, helping to keep them informed and entertained while they wait. 

How does the queue Improve customer service? 

1. Reduces abandoned calls: With the queue, you get more time to answer a call if you're busy or still on another call. You can set the maximum waiting time in the queue yourself. We recommend a maximum of 5 minutes to keep the waiting time comfortable, but you can also choose to make it longer to give yourself more time to answer a call.
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. For example, you can add a message that plays when someone is placed in the queue, letting your customers know that they will be helped as soon as possible. You can also add music, which helps reduce the negative feeling of waiting.

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, this same customer is informed about the queue, listens to music and a personalised message, and is finally attended to by an agent ready to help them. This not only improves the customer’s perception of your business but also increases the chances of them returning 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 the queue and the importance of their call to your business. This reduces frustration and shows that you value their time. 
• Personalise the waiting experience: Choose pleasant hold music that matches your brand’s identity. 
• 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. 

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.