Contributor II

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Enhanced Customer Experience:
Unveiling the Latest Live Services Update with Custom On-Hold Settings


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You spoke; we listened. After the last winter storm, we pledged to revolutionize our system, improving how we handle situations when immediate call assistance may not be feasible. Schedule Engine is here to simplify and expedite your customers' booking experience. Introducing Customizable On-Hold Settings, our new workflow that puts every part of the customer experience in your hands, from the moment you forward calls to the moment our agents answer:

  1. Customizable welcome messages.
  2. Complete control over the music and sound files your customers hear.
  3. A powerful new "Book Online" feature allows customers to request an SMS to book online while waiting for an available agent.
  4. An entirely new emergency workflow that allows you to create a custom experience if our phone lines are overloaded, complete with a new optional voicemail feature.
  5. Increased monitoring and communication within Schedule Engine to let you know as soon as we've passed hold times of 5 mins or more over the last 60 mins, which will also trigger the emergency settings automatically.

All these features are now at your fingertips in your Schedule Engine dashboard; read on to learn more…


If you have any questions, please don't hesitate to contact support. Submit a Support Ticket

Version history
Last update:
‎06-14-2023 10:31 AM
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