Understanding the Answering Service Experience for You and Your Customers

Once you sign-up for Appletree services, you will work with our Account Development team to create the call script. With over 15+ years of experience, this team will guide you through best practices and make recommen -dations to ensure an over-the-top call experience for your customers. In addition to creating the initial greeting, we’ll review other account setup details like:

Greeting – ex: “Thank you for calling ABC Company, how may we help you?”

Types of received calls and handling – New Callers, Hang-ups, Existing Customers

Capture Information: Name, Address, Email, Phone, Company, How Heard, Urgency

Directory of contacts you’d like on file for Appletree’s reference

How to handle the caller – Provide a callback time frame, connect them to someone in your organization with an introduction or without

When and how you’d like to receive messages

PART 1 - CREATING THE CALL SCRIPT THAT YOUR CUSTOMERS WILL HEAR

Exceptional customer

experiences and business peace of mind at a much

lower cost

She is an Appletree Customer Experience Expert

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Once your Script Development Call is complete you will receive a Welcome packet including:

PART 2 - KEEPING YOU INFORMED

How to forward your line and your forwarding number

Your Customer Service Manager’s information

Message Retrieval Instructions

Web on Call Information (if applicable)

Welcome

Meet Jennifer

“It’s a great day at Sunnytown Apartments. How may

I help you today?”

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Jennifer will answer your calls as an extension of your business, but to your

callers, she’s a member of your company. All customer experience experts

are educated on new accounts and special instructions. Below is a view into

how your account will appear to the experts when we receive an incoming

call to your phone number.

Infinity Platform

PART 3 - HOW WE PROVIDE A PROFESSIONAL, COURTEOUS AND EFFICIENT EXPERIENCE FOR YOUR CALLERS

COMPANY INFORMATIONAs Experts go through your script they will also see custom directions, company information, fax numbers, hours of operation, special instructions, etc. We can list clear instructions indicating you wish never to imply that the caller has reached an answering service.

ACCOUNT NAMEThis area informs the Expert

which account they are answering or dispatching for.

CUSTOMIZED ANSWER PHRASE AND CALLER INFOThe answer phrase is specific for each customer’s account and is customized during the script development process. It is located in the top right hand cor-ner for fast and efficient call handling.

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trFor electricity outages: Contact Sunnytown Apartments and submit a

ouble ticket. Record ticket number and ETA For water leaks, not hot or cold water: Contact on-site maintenance Monday-Saturday 7am-5pm. After standard hours contact the on-call contact.For emergency lock outs: Contact the on-site maintenance person

Connecting you to your customers’ calls concludes the

total call flow experience. Appletree can deliver your caller

messages in a variety of formats. In addition, we can

interchange the delivery method based on urgency, time

of day or subject matter.

PART 4 - RECEIVING YOUR MESSAGES AND CALLER DETAILS

Phone Mobile/Text Email Online Message Portal

Appletree can implement a variety of delivery methods and

instructions to make sure your callers’ messages are handled

in the most efficient manner. Appletree’s eReply feature

confirms text and email message delivery real-time.

24 hours a day

7days a week

365 days a year

Available

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Appletree Provides Insight into Your Call Data

ONLINE MESSAGE PORTAL

WEEKLY CALL VOLUME COMPARISON

INBOUND CALLS PER MONTH

INBOUND CALL HANDLING REPORT