Ever hear that one song, and as soon as it comes on you want to start dancing? The affect music has on our brains is undeniable. Music affects our brains so much that it has become popularized for therapy. Parents have even been encouraged to teach children how to play an instrument to increase brain function. With new research coming out about music, it’s surprising that it is used so little in the customer service experience. Learn how you can utilize Music on Hold in your business to calm, and encourage your target audience.
First impressions have a lasting impact. Everyone has a friend that when they first met, was totally unapproachable. Trust me, I know because for most of my college years, I was that friend! My friends didn’t admit this to me until about 2 years into our relationship, and we still laugh about it. The same can be true for many businesses. Not only can they can seem out of reach for consumers, but the brand can be represented by several different identities. We’re seeing trends that encourage one voice and one face for the entire brand. Take for example, Flo at Progressive. Flo is just your everyday lady. She isn’t overly fancy, she has a sense of humor, and she sounds like almost anyone. What you didn’t realize that by making Flo so “ordinary” or “normal” Progressive created a brand that is approachable and appears like a “real’ person.
Once relegated to the realms of sci-fi and seemingly far-fetched movie plots, voice assistant technology is now a huge part of the customer service experience. It works inconjunction with your Interactive Voice Response, known as IVR, to increase efficiency in your company’s communication, making it ideal for customer experience strategies.
A memorable marketing campaign increases awareness, value, and perception of the brand. Brand Image isn’t developed by visual content alone, but by sonic branding. The higher the customer’s awareness of your message, the more likely for it to impact their memory. Memory is exactly what makes a brand image. Neglecting audio or sonic branding in any marketing campaign will decrease the likelihood that you’ll get the results you are seeking.
So you want to know why custom audio is important to your phone system? Your phone system is the first impression many customers receive. It’s the “front door” to your business and it needs a professional image. It’s one of the easiest ways to improve customer experience. In addition to improving your image, professional recordings create a feeling of security and capability from callers as they recognize businesses who prioritize the level of communication on call flows. Let’s take a look at three good reasons why meeting your customer’s expectations with custom audio speaks volumes about your professionalism and dedication to service (a key factor in customer satisfaction).
May the 4th be with you! Star Wars wasn’t only one of the most well-known movies in history, but created an entire culture. When it comes to marketing, there are several marketing examples that can be seen in the first movie of the original Star Wars trilogy. Marketing that we can see in Star Wars: Episode IV – A New Hope include: understanding your target audience, analyzing your product and services and creating a strong brand image.
The term ‘Live Agents’ has replaced the traditional “receptionist”. Not too long ago most businesses answered calls live during “normal” business hours. So much has changed in how we work and live and communicate, I’m not sure what is considered normal. Today customers expect 24/7, 365 support from any channel possible. In order to keep pace with customer demand auto-attendants are used everywhere – even local pizza shops. Once considered a tool for big businesses, auto-attendants and IVR are available in just about every phone system sold. But which is better? Answering the call with a live representative or having all calls go through a menu of options?
Every business owner knows the importance of accurate and timely communications to keep the company running smoothly. A missed call or message can mean a significant loss of revenue and possibly a lost client. The auto attendant on your phone system can help to solve this issue. The obvious feature not missing a call is just one benefit of this technology.
IVR systems. We’ve all used it and we’ve all had experiences where we were trapped in a routing loop unable to reach a human being and stuck yelling at a “robot” we can barely understand.
When was the last time you’ve had an experience like that? How did it make you feel about the brand who provided that experience to you? Probably not good.