A short pause before Jodie replies is normal. She's finding the right answer. Here's how to keep pauses short.
Why pauses happen
Jodie listens, works out the answer from your training, then speaks. Most replies take a couple of seconds. Questions that need a lot of searching can take longer.
"Erm, one moment"
If Jodie needs a few more seconds, she says this so the caller knows she's still there. It's normal.
Help Jodie reply faster
Keep FAQ answers short. Get straight to the point in FAQs.
Use FAQs for common questions. They're quicker to find than a long PDF.
Remove old training. Delete anything out of date in Training.
Ask fewer questions. Keep only what you need in Message Taking.
Callers hanging up?
A clear greeting helps callers know what to expect. See Custom greeting.
Slow on every call? Tap the chat bubble and we'll check your account.