Customer Onboarding Form

Greeting

This is how we will greet your callers when we answer the phone.

Our Default, Three-Part Greeting:

1. Thank the customer for calling: “Thank you for calling [Your Company Name]!”

2. Introduce ourselves: “This is [First Name].”

3. Make offer of assistance: “How can I help you today?”

Would you like to stick to the Default Greeting, or choose your own Custom Greeting? *

Default Greeting (Recommended) Customized Greeting

Please enter your Customized Greeting below:

Your Company Information

Company Name: *

Company Name Pronunciation (if necessary):

Company Website URL *

Your Primary Phone Number *

Area Code Phone Number

Company Address *

Street Address

Street Address Line 2

City State / Province

Postal / Zip Code

What does your company do? What do most callers ask about your operations that we should know? *

Is your business open 24 hours a day? *

Yes No

Your Hours of Operation:

Time Zone: *

What Time-Zone Are You In?

How many years have you been in business? *

Call Handling Instructions

PLEASE NOTE: While our savvy receptionists can easily handle different types of calls (new clients, current clients, hot leads, etc.) according to your Call Handling Instructions, it is sometimes not feasible for us to apply specific instructions for specific people who may or may not call.

If you are expecting calls from specific people and need them transferred directly to you, for example, please add to your Call Handling Instructions that you want all callers who ask for you by name to be transferred to you.

Do you want certain calls transferred to you? *

Yes No Depends on the situation and/or time of day

All phone numbers you would like us to attempt to reach you at

Phone Type (Cell, Office, etc.)

Phone Number

1

2

3

Please explain, in detail, how you would like your calls to be handled:

Do you want calls transferred to other members of your organization? *

Yes No Depends on the situation and/or time of day

Members of your organization

Name of partner/employee

Phone Number

Department/Position

1

2

3

4

5

6

7

8

9

10

Please provide transfer instructions for members of your organization (If you've already provide this above, type "see above:") *

How would you like us to handle calls from Solicitors? *

Call Notes

We send you a call summary email after each call.

You also have the option to receive these call notes by text as well.

(This option is applicable for most, but not all cell phone carriers)

PLEASE NOTE: Some cell phone carriers limit incoming text messages

to 160 characters, so you may still have to view the email to see the full message.

Frequently Asked Questions (FAQ)

In order to quickly answer your caller's questions, we will need you to provide a list of your frequently asked questions, and answers (including questions about your products/services and pricing).

Most of our clients create a shared Google Doc in Google Drive, and share it with us so that we can both add to it, edit, and collaborate on it in real-time.

We recommend creating a Google Doc, or providing us with a Word document or PDF file.

*Please note, the more answers you provide us, the less often we will have to contact you for the answer, so we recommend taking some time with this section so that we can be best prepared from the start.*

Every website is different, URL's change, and FAQ pages on websites are often incomplete, so we rely on this FAQ you provide us to answer questions about your business.

It is ideal for us to have a central place where we can find answers to caller's questions about your business quickly, so that we can provide your callers with the best call experience possible.

Please provide a thorough FAQ so we can supply your callers with the answers they need, and resolve their issues quickly and efficiently.

Link to FAQ document (Google Doc):

Appointment Scheduling

We can input caller's information into your online appointment scheduling form or calendar.

If you are looking for a solution for accepting online appointments:

If you use Apple iCloud Calendar, we highly recommend YouCanBook.Me: https://youcanbook.me/howitworks/

If you use Google Calendar, Microsoft Office 365, or Outlook Calendar, we highly recommend Calendly: https://calendly.com/

Additionally, if you would like your booking form to have services and team members to select from, and not just appointment times, we highly recommend Acuity: http://www.acuityscheduling.com/

Would you like us to schedule/book appointments/consultations for you? *

Yes No

Booking/Scheduling Link:

Booking/Scheduling Instructions (If you've previously provided this info, write "see above")

If you have any further instructions or notes, please provide them below:

ALL DONE! LET'S GET STARTED!

Next Steps

We will add you to our system using the information that you have provided above and then will reach out with information on how to forward your current phone number. Watch for that email within the next business day!

Welcome to Donna!

Please fill out all fields that are applicable to your business. We will use this information to get you set up in our system as soon as possible.