LL - DML phone set up and greetings
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Under the "open hours routing" tab, the "mainline" should always be set to "other routing options">automated menu>
go to call routing, click edit call routing
select other routing options, to an automated response menu
Welcome to Del Mar Laboratories! We are excited to support you in transforming your beauty and health from the inside. (Please listen to all menu options before making your selection then hold a brief moment while we transfer you to the best member of our Customer Happiness Team to help you today).
- Para Espanol presione Uno - 1 - fwds to spanish team
- If you have a shipping or delivery question press 2>fwds to all CH agents assigned to group 3 (Fulfillment & billing)
- Returns, Exchanges, Refunds or Billing questions press 3>fwds to all CH agents assigned to group 4 Fulfillment & billing)
- If you have a question about your auto-refill order or refill account or a question about a gift card 4>fwds to all CH agents assigned to group 3 (Fulfillment & billing)
- IF you'd like to place an order or learn more about one of our products press 5> fwds to all CH agents assigned to group 2 (product concierge)
- If you know the extension of the person you are calling you may enter it at any time
On Hold Script
We're sorry for keeping you on hold. Unfortunately, it is taking us longer than we’d like to answer your call.
The fastest way to reach us is via email at mail@delmarlaboratories.com
our Email Support team IS available 24.7 - just shoot us an email and we'll get back to you as soon within 24 hrs.
Or you may find the answer to your question listed in our Customer Support FAQs posted on delmarlaboratories.com/
On our website, you can also
- View detailed product information
- Browse through customer reviews!
- Chat with our support team and place an order
- If you would like to receive a callback, please press 9 after this message and the next available agent will return your call. Otherwise, remain on the line and your call will be answered in the order it was received.
Thanks AGAIN for your patience we’ll be with you as soon as we can."
During business hours - if voicemails are ON (this setting applies to Lines 2, 3, and 4 / not the main line)
Open Hours Fall back option - VOICEMAIL SCRIPT (offered when hold time is reached and no agents are available)
We're sorry for keeping you on hold. Unfortunately, it is taking us longer than we’d like to answer your call. Rather than take up any more of your time, we ask that you please send us an email including your full name, order information, and phone number and we’ll respond via email as soon as we can. Our email support team is available to assist you 24/7 and can be contacted at mail@delmarlaboratories.com.
OR you may leave us a voice message after the tone and we’ll get back to you as soon as possible.
Make sure to provide us your: full name, order information, phone number, and email address after the tone
so we can accurately locate your account.
Again, we’re very sorry we missed you.
Thanks and make it a healthy day!
During business hours - if voicemails are turned OFF
To turn voicemails off:
- The main line should remain on the "other routing option" setting so the customer will be able to choose an option and be routed to an available agent.
- on the other lines (options 2, 3, and 4) do this:
- Under "Open Hours routing" select the "agent" option, then under "fall back options" select "to a message" and set up the no vm greeting. Leave the screen on the "agent" option not "other routing option" - when you want to switch back to voicemails on, under fallback options choose (directly to voicemail). leave the page on the "agent" option - not other routing options.
Fall Back Option - VM Off Script
Thank you for your patience while holding. It is taking longer than we’d like to answer your call so rather than keep you on hold any longer we ask that you please send a detailed email to our support team at mail@delmarlaboratories.com. our email support team is standing by to assist you 24-7. You can also visit the delmarlaboratories.com website to chat with us or view our self service faqs. Thank you and have a great day.
After Hours Greeting - plays after phone lines are OFF
Voicemail option is ON Script -
Thank you for calling DelMar Laboratories. You've reached us after normal business hours.
We're excited to answer your questions so feel free to leave us a voice message and we’ll get back to you soon as possible.
Make sure to provide us your: full name, order information, phone number and email address after the tone
so we can accurately locate your account.
Or you may find the answer to your question listed in our Customer Support FAQs posted on Del Mar Laboratories.com
While there you can also
- View detailed product information
- browse through customer reviews
- and place an order!
Or our email support team is available to assist you 24/7 and can be contacted at mail@delmar.....com please send us a detailed email and we'll get back to you as soon as possible.
We’re very sorry we missed you. Have a great day.
After Hours Greeting - Plays after phone lines are closed for the day
Voicemail Option OFF
Thank you for calling DelMar Laboratories. You've reached us after normal business hours.
We're sorry we missed your call but we are excited to answer your questions so we ask that you please send us a detailed email at mail@delmarlaboratories.com - our Customer Happiness team is standing by to assist you via email 24/7 - and we'll do our very best to get back to you within 48 hrs.
Or you may find the answer to your question listed in our Customer Support FAQs posted on Del Mar Laboratories.com
While there you can also
- view detailed product information
- browse through customer reviews
- and place an order!
We’re very sorry we missed you. Have a great day.
Phone Lines are Closed for the moment Greeting - to set this up, change the business hours to closed when you want this message to play. Then in the "closed hours" tab, choose the "to a message" setting and change the greeting to "closed for the moment" - don't forget to change the business hours back when you want phones to go on again.
Thank you for calling the Del Mar Laboratories Customer Support Line.
We apologize that due to an overwhelming number of calls and inquiries we are not able to take your call at the moment.
Don’t worry - we are here, and looking forward to answering your question. Our Customer Happiness team is standing by right now to assist you via email.
Please send a detailed email to mail@delmarlaboratories.com and we’ll do our very best to get back to you within 24 hours. Have a wonderful day & we’re looking forward to hearing from you.
DML-Phone-Lines-Closed-Temporarily.mp3
Transfer greeting
Please hold a brief moment and a member of our Customer Happiness Team will be right with you.
On Hold - extended hold time (holidays)
Thank you for holding. Please know that due to an unexpected spike in holiday sales, we are experiencing extended hold times. We are bringing on new agents every week, but if you’d like to avoid the hold time, please email us mail@delmarlaboratories.com - just shoot us an email and we'll get back to you as soon as we can
Or you may find the answer to your question listed in our Customer Support FAQ's posted on delmarlaboratories.com/
On our website you can also
- view detailed product information
- browse through customer reviews!
- and place an order
Thanks AGAIN for your patience we’ll be with you as soon as possible
Main Greeting with Spanish Option
Thank you for calling Del Mar Laboratories. Our priority moving forward is to give you an amazing customer service experience. Please hold a brief moment while we transfer you to a member of our Customer Happiness Team and we'll get to you as soon as possible.
for English press one - this would forward to everyone avail for DML calls
para espanol oprima dos - this would fwd to a Spanish speaking operator, if unavailable it will roll to VM.
VM in spanish -
We're sorry we missed your call! Please leave a voicemail and we'll call you back as soon as possible or you can send us a detailed email to mail@delmarlaboratories.com - our Customer Happiness team is standing by to assist you via email 24/7.
DML-Greeting-w-spanish-option.mp
Spanish Voicemail
Lamentamos haber perdido su llamada, deje un mensaje de voz le devolveremos la llamada lo antes posible o puede enviarnos un correo electrónico detallado a mail@delmarlaboratories.com nuestro equipo de satisfacción del cliente está disponible para ayudarle por correo electrónico las 24 horas del día los 7 días de la semana.
Spanish-DML-VM-Recording-Gus-S.mp3