Voicemail with options for the basic business information

Hi @sangi,

This looks like something that can be accomplished with our Guide product: Guide allows you to set up a self-service knowledge base so your customers can find themselves the answer for the most common issues before reaching out for an agent.

You can find help about how to set up Guide in this article. 

I hope this helps,
Widson

Hi @widson

Thanks so much for the information. Much appreciated. I will look into it shortly. 

Kind Regards

Sangi

Hi again @widson

We did set up the Help Centre with all the necessary articles included and placed on our eCommerce website. How about a similar thing via phone call? 

Let's say a customer calls our hotline during the non-office hour, except for the greeting message, can we record the basic info so they may be able to find the answers before leaving the voicemail to our agent? Below please find the example for your reference. 

Thanks

Sangi

Hi @sangi,

Yes, besides the main greeting, you can have several greeting messages, one for each of your IVR options. Actually, our article on good practices when using Talk advises customers to do that: 

Use an IVR to deflect calls

• Provide recordings that answer frequently asked questions to save customers and agents time

• Deflect calls to text messages using the IVR to text feature

Follow this article to learn how to configure your IVR with greetings.