menu prompts

Telephone Audio: A Sound Way to Influence Customers

As a business owner or operator you probably set aside a budget for building your customer base. Odds are a lot of this spend is designed to get your phone ringing. But have you given any thought to how you handle those calls when they’re answered or the caller is placed on hold?

Every incoming call has to be handled exactly right if you want to convert that enquiry into positive action. If you’re guilty of advertising with the aim of increasing caller enquiries, but then forgetting about the experience you deliver over the telephone, here are a few ways you can influence customers, drive sales and reinforce your brand promise by delivering a superior caller experience.

Welcome Message
The Welcome Message is the most important (and often most neglected) recording inside your phone system. Rather than bore callers with a bland greeting, work in a positioning line, some music or mention an upcoming event or promotion to make a favourable first impression that has immediate impact.

Menu Prompts
Menus, for the most part, are monotonous lists designed to direct callers to the correct department. Factor in grammatical errors, poor syntax, industry jargon and an unprofessional voiceover, and callers end up confused and frustrated. With some expert help it’s easy to relax callers, put them in a better frame of mind and get them where they need to go, faster.

On Hold Messages
If you place callers on hold or transfer calls between departments, this is a modern must. A well written messages on hold production not only makes the wait time seem shorter, but warms up leads and prompts callers to act. Think of it as having your best sales or customer service representative speaking one-on-one with every waiting customer.

After Hours Messages
Just like your on hold messages, an after hours message must be powerful if you want callers to act. After all, if they don’t leave a message or call back in the morning, what’s the point? If you don’t know how to script and voice a powerfully persuasive after hours message, you can expect potential buyers who rang outside of business hours to forget you entirely, or even worse, hang up and call your competitor.

Voicemail Messages
How come everyone’s voicemail is so dreary and monotonous? “Hi, you’ve called John Smith. Unfortunately I can’t come to the phone but leave a message”. What’s wrong with adding some personality? Boring voicemails do nothing to encourage the caller to leave a message, and in most cases drive customers to call the next business on their list.

There’s a lot to think about, isn’t there? The good news is, our team is here to help you decide what you should be promoting on hold. Your Creative Coordinator will also be in touch regularly with message ideas and seasonal scripts to help you make the most of what’s happening in your business. Getting started is easy, just follow this link and fill in your details!

Messages On Hold: Steroids for VoIP Systems

In April we posted here on what it takes to create a fantastic-looking and highly-effective web video. Today I’d like to share with you the finished product.

voip

As per usual, Messages On Hold MD Kym Illman stars in our latest video production.

There’s no denying VoIP phone systems are becoming more and more popular. In fact, we encourage all our clients to make the switch from traditional PABX system to VoIP because not only are they easier to manage, they also provide our clients with more opportunities to reinforce their brand image and market to their callers.

That’s because unlike a traditional PABX or commander phone system, which requires additional hardware, select VoIP systems are capable of playing:
• A welcome message
• Menu prompts
• Voicemail messages
• After hours message
• and more

Until recently, a client of 5 years had been playing On Hold messages through one of our digital replay units connected to their PABX phone system. When they told us that they were beginning to outgrow their system and considering alternatives, we advised them that a VoIP system would allow them to manage their inbound call traffic much more effectively and directed them to watch our video on YouTube. (It’s since been uploaded onto our homepage and downloads page.)

Although many businesses make the mistake of recording the audio themselves, our client understood from watching our videos that their welcome message and menu prompts were hugely effective at shaping callers perceptions. They also didn’t want to run the risk of sub-par recordings compromising the effectiveness of their professional On Hold messages. So they had us script, voice and mix their phone greeting, voice prompts and after hours recordings instead.

If you have a question about VoIP and how to leverage it to connect with callers and support your sales teams, post your question on our Facebook page or contact us today.

– Lachy