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Employing the Power of Message-On-Hold for Your Event Marketing 

Launching and marketing an event for your business is a multifaceted endeavor. While raising awareness about your event in your more obvious marketing channels, such as your website, social media, and community outreach, will be at the forefront of your mind, promoting the event in your Message-On-Hold program may go overlooked. But it’s important to remember this valuable resource reaches a captive audience, providing a unique opportunity to engage your callers and market your event. In this blog, we’ll discuss not only the conventional marketing methods for events but also the best practices for leveraging your Message-On-Hold program. We’ll cover the ideal timeline for event announcements, what essential details to include, and how frequently you should remind your customers and the public about the upcoming event. 

Utilizing Traditional Marketing Channels 

It’s crucial to establish a strong foundation by promoting your event through traditional marketing channels. So don’t forget to announce your event in the following: 

a. Social Media: Start by creating buzz on your company’s social media platforms. Share engaging posts, create event pages, and run targeted ads to reach your target audience. 

b. Company Website: Dedicate a prominent section on your website to the event. Include detailed information, a registration or ticketing platform, and eye-catching visuals. 

c. Email Marketing: Send out event invitations and updates to your email subscribers, offering them exclusive insights and early access. 

d. Community Outreach: Collaborate with local organizations, influencers, and partners to broaden your event’s reach and strengthen community ties. 

e. Press Releases: Draft compelling press releases to send to media outlets, both online and offline, to garner publicity. 

The Role of Message-On-Hold 

Your Message-On-Hold program offers a unique opportunity to market your event to a captive audience. While callers may have contacted you for a different reason, you can use this time to pique their interest and create awareness about your event. Remember, it’s essential to maintain a consistent message about your event across all marketing channels, including your Message-On-Hold program. This reinforces the event’s importance and helps with brand recognition. 

Here’s how to make the most of promoting your event in your Message-On-Hold program: 

a. Timing: Plan to incorporate event announcements into your Message-On-Hold program well in advance of the event. Ideally, you should start promoting the event in your MOH program at least 6 weeks – if not several months – before the event date. So be sure to contact your Message-On-Hold provider as soon as you lock in all essential event details (date, time, location, schedule). This way, your MOH provider can assist you in adapting the event content to your MOH script, have the content recorded by a professional voice talent, and start announcing the event in your MOH program well ahead of the event date. 

b. Engaging Content: Look to your Message-On-Hold provider to help craft concise, engaging scripts that convey the essence of your event. Your MOH script consultant will be an essential resource in highlighting what makes the event special to maximize interest and devising an effective call to action, such as visiting your website for more information or registering for the event early. 

c. Frequency: Rotate your Message-On-Hold content frequently. During the lead-up to the event, increase the frequency of event announcements to ensure callers receive multiple reminders. This is essential for any potential attendees who may have held off registering early until solidifying their schedules.  

What to Include When Announcing Your Event 

In your Message-On-Hold program and other marketing channels, include the following key details: 

a. Event Date and Time: Clearly state when the event will take place. 

b. Event Location: Provide the venue’s name and address. If applicable, also provide some unique, pertinent details about the venue to further entice potential attendees. 

c. Event Description: Summarize the event’s purpose, benefits, and what attendees can expect. 

d. Registration Information: Encourage callers to register or buy tickets through your website and/or other designated platforms. 

e. Special Offers: If applicable, mention any discounts, early-bird rates, or exclusive offers for attendees. 

Consider the following Message-On-Hold example

XYZ Company’s networking event: 

“XZY Company is excited to announce an exclusive opportunity you won’t want to miss! Mark your calendars for our upcoming event, the [Event Name], taking place on [Event Date] at [Event Venue] in beautiful San Diego, California. Join us for a day filled with engaging workshops, inspiring speakers, and networking with industry leaders. To secure your spot, visit our website at [Website URL] and register today. Don’t wait; seats are limited, and early-bird discounts are available while supplies last. Stay tuned for more event details and exclusive offers in the coming weeks. At XYZ Company, we’re dedicated to providing you with first-class experiences, and the [Event Name] is no exception. Thank you for being a valued part of our community! We can’t wait to see you at [Event Name] on [Event Date]!” 

Reminding Your Audience About The Event  

As the event date approaches, consider increasing the frequency of event reminders on your Message-On-Hold system. You can also employ other channels like email, social media, and mobile marketing to send out reminders at strategic intervals. Aim to remind your audience weekly and then even daily in the week leading up to the event. This will notify potential attendees who haven’t registered that time is running out – and it will serve as a helpful reminder for all registered attendees that the event is imminent. 

In Summary 

When planning an event for your business, it’s vital to cast a wide net across various marketing channels. While social media, websites, and community outreach are integral to your promotional strategy, don’t overlook the powerful marketing potential of your Message-On-Hold program. By carefully planning your Message-On-Hold content, beginning your promotion well in advance, and maintaining consistency across all channels, you can effectively capture the attention of your callers and maximize the success of your event. Remember, your Message-On-Hold audience is eager to learn about your offerings, making this marketing channel an ideal place to promote your upcoming events. 

Pro Marketing Tip: Elevate Your Event Promotion with Dynamic Multimedia 

In the world of event marketing, standing out is key. Beyond the conventional strategies, here’s a pro tip to take your event promotion to the next level: leverage the power of professional audio from your Message-On-Hold program to create dynamic, engaging content across various platforms. 

1. Audio-Infused Social Media Posts: 

Integrate snippets of your Message-On-Hold content into your social media posts. Whether it’s a teaser of an exciting speaker or a glimpse of what attendees can expect, audio adds a personal touch that captures attention. 

2. Visual Harmony: 

Combine photos from past events with your Message-On-Hold audio to craft compelling videos. A visual mashup creates a vivid experience for your audience, making them more likely to share and engage with your content. 

3. Booth Videos for Events: 

Transform your booth presence by merging marketing collateral with your captivating Message-On-Hold audio. Create a video loop that not only informs but immerses event-goers in the unique experience your brand offers. 

4. Landing Page Magic: 

Develop a dedicated landing page on your website, featuring a vendor overview video that incorporates your professional audio. This becomes a hub for potential attendees to explore and get excited about what your event has to offer. 

5. Interactive Vendor Showcase: 

   Take it a step further by hosting a vendor overview page, complete with engaging videos. This not only enhances the event experience but also provides a valuable resource for attendees to plan their visit. 

The possibilities are endless when it comes to upcycling your content into dynamic, interactive assets. By seamlessly integrating your Message-On-Hold audio, you not only enhance the overall event experience but also leave a lasting impression on your audience. 

Remember, the goal is to transform flat content into a dynamic force that resonates with your audience, making your event the talk of the town. Consult with your audio marketing provider on how to effectively repurpose your MOH content for your event, create engaging videos, and more. Experiment with these strategies and watch your event promotion soar to new heights! 

Key Takeaways 

Marketing your business event requires a comprehensive approach that includes traditional channels and often overlooked resources like your Message-On-Hold program. Here are the key takeaways to effectively employ the power of Message-On-Hold for your event marketing: 

Traditional Marketing Channels: Start by promoting your event on social media, your company website, through email marketing, community outreach, and press releases. These foundational channels help build awareness. 

Harness the Potential of Message-On-Hold: Remember that your Message-On-Hold program reaches a captive audience and should be used to maintain a consistent message about your event. 

Plan in Advance: Initiate your Message-On-Hold promotion well ahead of the event date, ideally at least 6 weeks prior. Work closely with your Message-On-Hold provider to adapt content to your script and ensure professional voice recordings. 

Craft Engaging Content: Collaborate with your Message-On-Hold provider to create compelling, concise scripts that convey your event’s essence and include effective calls to action, such as visiting your website for more information or registering early. 

Include Key Details: Ensure your Message-On-Hold and other marketing channels include essential information about the event, such as the date, time, location, event description, registration information, and any special offers. 

Rotate Content Frequently: As the event approaches, increase the frequency of event announcements in your Message-On-Hold program. Multiple reminders help capture potential attendees who may have delayed their registration. 

Reminder Strategy: As the event date nears, increase the frequency of event reminders in your Message-On-Hold system and utilize other channels like email, social media, and mobile marketing. Initially, aim for weekly reminders; then, provide daily reminders in the week leading up to the event. 

Pro Tip: Integrate professional audio from your Message-On-Hold program to create dynamic, engaging content across various platforms, including social media posts, compelling videos, enhanced booth presentations, dedicated landing pages, and interactive vendor showcases. This approach not only enhances the overall event experience but also leaves a lasting impression on your audience. Consult with your audio marketing provider to effectively repurpose your Message-On-Hold content and experiment with other marketing strategies to elevate your event promotion. 

FAQ 

As you explore the concept of using Message-On-Hold for event marketing, you may have some questions. We’ve compiled a list of frequently asked questions to provide you with further insights and guidance on this effective marketing strategy: 

Q1. Why should I consider using Message-On-Hold for event marketing? 

A1. Message-On-Hold allows you to reach a captive audience who is already interested in your business, making it an ideal channel to promote events. MOH is an effective marketing tool to inform callers about your upcoming event, encourage registrations, and build excitement for the event. Moreover, it reinforces your event’s importance and helps with brand recognition. 

Q2. When should I start promoting my event through Message-On-Hold? 

A2. It’s best to start promoting your event in your Message-On-Hold program well in advance, ideally at least 6 weeks before the event date. Depending on the scope of the event, it may be best to begin announcing it several months in advance. This gives you ample time to create awareness and capture potential attendees. 

Q3. How can I ensure that the Message-On-Hold content is engaging and effective for event marketing? 

A3. Collaborate with your Message-On-Hold provider to craft concise and engaging scripts that highlight the essence of your event. A professional script consultant can help you create compelling content and effective calls to action. 

Q4. Should I rotate Message-On-Hold event content frequently? 

A4. Yes, it’s advisable to rotate your Message-On-Hold content, especially as the event date approaches. Increasing the frequency of event announcements helps ensure that callers receive multiple reminders. 

Q5. What key event details should I include in the Message-On-Hold content? 

A5. When promoting your event through Message-On-Hold, include crucial information like the event date and time, event location, event description, registration information, and any special offers or discounts for attendees. 

Q6. How can I remind my audience about the event effectively as the date approaches? 

A6. In addition to Message-On-Hold, employ other marketing channels, such as email, social media, and mobile marketing, to send out reminders at strategic intervals. Aim to remind your audience weekly and then daily in the week leading up to the event. 

Q7. Is Message-On-Hold only suitable for promoting large events, or can it work for smaller gatherings as well? 

A7. Message-On-Hold can be effective for promoting events of all sizes. It’s an adaptable tool that can be tailored to your specific event and audience, making it suitable for both large conferences and smaller gatherings. 

Q8. How can I effectively integrate existing professional audio into my event marketing strategy? 

A8. Integrating audio from your Message-On-Hold into your event marketing strategy can easily be achieved by collaborating with your audio marketing provider, who will help you repurpose existing audio content for various platforms, including social media, videos, and landing pages. 

Q9. Can I use Message-On-Hold for other purposes besides event marketing? 

A9. Absolutely! Message-On-Hold is a versatile tool that can be used for various purposes, including promoting products, services, special offers, and sharing important business information. 

If you have any additional questions or need more specific guidance on using Message-On-Hold for your event marketing, don’t hesitate to reach out to your Message-On-Hold provider for personalized support and advice. 

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Enhancing Video Communication Accessibility for the Visually Impaired 

In today’s digital age, where visuals and videos play a significant role in marketing and advertising, it’s essential to consider the diverse needs of your audience. While many brands focus on creating visually appealing content, they often overlook a crucial aspect – making their communications accessible to everyone, including individuals with disabilities. In this blog, we’ll shed light on the importance of making your communications more accessible for visually impaired audiences and provide insights for brands and marketers on how to improve their video messaging and advertising for this community. 

The Current Scenario 

Imagine watching a video advertisement without any context or description. Would you be inclined to buy a product if you couldn’t even understand what the ad was about? This is a challenge that millions of people with vision impairments face every day. According to a recent study by Extreme Reach, an advertising research company, only one percent of all video advertising includes audio descriptions, making it challenging for people with vision impairments to comprehend the content. 

This raises a poignant question: Even with pleasant, engaging music playing throughout, if a video advertisement doesn’t clearly identify what the product, service, or brand is, how will blind and visually impaired audience members know whether it’s something they’re interested in? 

Studies show that many people with sight loss are unable to understand the information intended for them in advertisements. And many need to rely on sighted companions to help them understand that information. 

The Market Potential 

Brands and marketers have a significant opportunity to tap into a vast and often overlooked market segment – the millions of consumers with vision loss worldwide. These consumers are eager to engage with products and services, but they face barriers when advertisements lack accessibility features. 

Understanding the Importance of Accessibility 

Inclusivity and Social Responsibility: 

Creating accessible content isn’t just about complying with legal requirements; it’s about fostering inclusivity and demonstrating social responsibility. By ensuring that your communications are accessible to all, you send a powerful message that your brand is committed to serving diverse communities. 

Tapping into a Lucrative Market: 

People with disabilities have substantial purchasing power, and they are more likely to support businesses that prioritize accessibility. By making your communications accessible, you open the doors to a potentially loyal customer base. 

Enhanced Reputation: 

An accessible and inclusive approach can enhance your brand’s reputation. Positive word-of-mouth from the disability community can lead to increased brand loyalty and recognition. 

Legal Compliance: 

In many regions, there are legal requirements to make digital content accessible. Failing to comply with accessibility regulations can lead to legal consequences and damage your brand’s image. 

Practical Steps for Brands and Marketers to Improve Communications for Visually Impaired Consumers: 

Consult with Accessibility Experts: 

Consider working with accessibility experts or consultants, such as your audio marketing provider, who can audit your content and provide guidance on making it more inclusive for visually impaired audiences. 

Prioritize User Experience: 

Design your video communications with user experience in mind. This includes clear and consistent navigation, logical content order, and a focus on simplicity and clarity, so that your communications are accessible for all users. 

Include Audio Descriptions: 

Partnering with your audio marketing provider to add audio descriptions to your videos is a simple yet effective way to make your content accessible to the visually impaired. Audio descriptions provide beneficial context by narrating visual elements, actions, and expressions in your videos, helping individuals with vision impairments better understand the content. 

Implement Alt Text for Images: 

Alt text (alternative text) should be used for all images and graphics in your visual communications. Alt text provides a brief description of the image, allowing screen readers to effectively convey the information to blind users. Your alt text should be concise but also as descriptive as possible to optimize communication for visually impaired users. 

Caption Your Videos: 

Ensure that your videos have accurate captions. These captions should not only include spoken dialogue but also describe relevant audio cues and sound effects. This will allow screen readers to convey information quickly and accurately to visually impaired audience members. 

Leverage Screen Reader Compatibility: 

Ensure that your website and video platform is compatible with screen reader software. Test your content with popular screen readers to confirm accessibility. 

Test with Real Users: 

Include visually impaired users in your testing process to receive feedback and make necessary adjustments. They can provide valuable insights into the accessibility of your content. 

Regularly Audit Your Content: 

Periodically review and audit your visual and video content for accessibility issues. As technology and standards evolve, it’s essential to keep your content up to date. 

Promote Accessibility Awareness: 

Educate your audience about the accessibility features you offer. Make it clear that your brand values inclusivity. 

Seek Feedback and Improvement: 

Actively seek feedback from your visually impaired audience. Use their input to make continuous improvements to your accessibility efforts. 

In Summary 

Incorporating accessibility into your video communications isn’t just a checkbox on a compliance list – it’s a genuine commitment to inclusivity and a smart business strategy. By making your content accessible to everyone, including individuals with vision impairments, you can tap into a substantial market, enhance your brand’s reputation, and demonstrate your dedication to social responsibility. In a world where diversity and inclusion are increasingly valued, ensuring accessibility is not just a choice; it’s a necessity for brands and marketers aiming to reach all audiences. 

A Final Word 

For an excellent example of an organization dedicated to accessibility, check out this video from The Chicago Lighthouse – a world-renowned social service organization serving the blind, visually impaired, disabled, and Veteran communities with comprehensive vision care and support services. And to learn more about this organization, visit their website: ChicagoLighthouse.org. 

Key Takeaways: 

Inclusive Communication is Crucial: In the digital age, creating visually appealing content is important, but ensuring accessibility for all, including the visually impaired, is equally essential. Neglecting accessibility hinders the ability of millions to engage with your content. 

Untapped Market Potential: Brands and marketers have a vast, often overlooked market segment in the visually impaired community. Making content accessible opens the door to a potential loyal customer base. 

Inclusivity and Social Responsibility: Accessibility isn’t just a legal requirement; it’s about inclusivity and social responsibility. It sends a strong message that your brand values diverse communities, positively impacting your reputation. 

Legal Compliance: Complying with accessibility regulations is essential, as non-compliance can lead to legal consequences and harm your brand’s image. 

Practical Steps for Improvement: Brands can take practical steps to improve accessibility, including consulting with experts, prioritizing user experience, adding audio descriptions, implementing alt text for images, captioning videos, ensuring screen reader compatibility, involving visually impaired users in testing, and regularly auditing content. 

Promote Accessibility Awareness: Educate your audience about the accessibility features you offer and actively seek feedback from visually impaired users to make continuous improvements. 

Business Strategy for Inclusivity: Incorporating accessibility into your communications is both a commitment to inclusivity and a smart business strategy. It can help you tap into new markets, enhance your brand reputation, and show your dedication to social responsibility. 

A Necessity, Not an Option: In a world where diversity and inclusion are increasingly valued, ensuring accessibility is not just a choice; it’s a necessity for brands and marketers aiming to reach all audiences. 

FAQs:

Q: Why is video communication accessibility for the visually impaired important? 

A: Video communication accessibility is crucial to ensure that everyone, including individuals with vision impairments, can access and understand your content. It promotes inclusivity, taps into an underserved market, enhances your brand’s reputation, and ensures legal compliance. 

Q: What challenges do visually impaired individuals face when accessing video content? 

A: Visually impaired individuals often face challenges in comprehending video content that lacks audio descriptions, captions, and alternative text for images. Without these elements, they may struggle to understand the visual and auditory aspects of videos. 

Q: What is the market potential for brands to cater to visually impaired consumers? 

A: Brands have a significant opportunity to engage with the millions of visually impaired consumers worldwide. These consumers are eager to access products and services but often face barriers when advertisements lack accessibility features. 

Q: How can brands enhance their reputation through accessibility efforts? 

A: Brands that prioritize accessibility send a powerful message of inclusivity and social responsibility. Positive word-of-mouth from the disability community can lead to increased brand loyalty and recognition, which ultimately enhances their reputation. 

Q: What are the practical steps brands can take to improve video communication accessibility? 

A: Brands can consult with accessibility experts, prioritize user experience, include audio descriptions, implement alt text for images, add accurate captions to videos, ensure screen reader compatibility, test with visually impaired users, and regularly audit their content for accessibility issues. 

Q: Why is it important to educate the audience about accessibility features? 

A: Educating your audience about the accessibility features you offer demonstrates your commitment to inclusivity. It helps users understand that your brand values all customers and is actively working to make content accessible to a diverse audience. 

Q: Is accessibility merely a compliance necessity, or does it offer strategic benefits for businesses? 

A: Accessibility serves dual roles. While it addresses compliance requirements, it also presents a strategic opportunity for businesses. Embracing accessibility can attract a devoted customer base, bolster brand reputation, and demonstrate a commitment to social responsibility, all of which have significant business advantages. 

Q: What proactive steps can brands take to gather valuable feedback and enhance their accessibility efforts? 

A: To drive continuous improvement in accessibility, brands should engage directly with visually impaired audience members. Actively soliciting feedback, listening to their insights, and promptly making necessary adjustments are essential actions. This ongoing process is crucial for refining accessibility features and ensuring that they truly meet the needs of the visually impaired community. 

Q: What can visually impaired individuals do to advocate for improved accessibility in video content? 

A: Visually impaired individuals can actively engage with brands and organizations to highlight the importance of accessibility. They can offer feedback, share their experiences, and promote awareness of the need for inclusive video communication. 

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branding small business tips

Best Practices for Announcing a Business Name Change or Relocation in Your Audio Marketing Messages 

Planning and executing a name change or relocation for your business is certainly no small undertaking. Since such changes will need to extend across all aspects of your organization, the sheer scope can seem overwhelming. Although applying these changes to certain channels – such as your website, physical signage, and advertising materials – will no doubt be at the top of your to-do list, incorporating the changes into other channels might not be as easy to remember. But in order to avoid customer confusion and maximize customer retention, you’ll want to be completely consistent in administering these important changes across the entire breadth of your organization.  

Announcing your new company name/address in your audio marketing channels, such as your Message-On-Hold and IVR (Interactive Voice Response), might not be at the forefront of your mind when you ultimately decide to rename or relocate. However, doing so is crucial to ensure your customers are aware of these major developments and can continue to identify and connect with your brand.  

Here are 10 Best Practices to follow when announcing a business name change or relocation in your audio marketing messages: 

  1. Consistency: To ensure uniformity across the board, first take stock of all the audio marketing channels that will need to be updated with your new name/location, including Message-On-Hold, IVR, voicemail greetings, website audio, and any other recorded messages. Once you’ve identified all necessary channels, contact your audio marketing provider to establish a game plan for recording and incorporating the changes throughout all relevant audio materials. Remember, consistency is key. It will inevitably confuse customers if only some of the audio channels are updated to reflect your new name/location, while others still refer to the previous. Your audio marketing provider can assist you in determining all areas where your company name/address will need to be updated. 
  1. Staff Awareness: Depending on your organization, there may be restrictions on when you can announce your name/location changes to the public, so it’s critical your entire staff is educated on when and how these announcements will be rolled out. Before modifications take effect in your audio marketing channels, make sure your customer support representatives especially are aware of the rename/relocation and how it should be handled in their interactions with customers during the transition period. 
  1. Clarity, Transparency, Positivity: When drafting content about your rename/relocation, make sure your messages are clear and transparent. While you may want to include some imperative details about these significant company changes, avoid jargon or ambiguous language that might overcomplicate the announcement. It’s also important your messages assure customers that these changes are nothing but positive and in the best interest of all stakeholders. Utilize your audio marketing provider’s script writers for assistance in crafting effective, engaging messages.  
  1. Brevity: Keep your rename/relocation announcements concise and to the point. Avoid lengthy explanations and focus solely on essential information. While it certainly doesn’t hurt to reinforce to your customers these changes are being made to help better serve them, they don’t need to hear every step your organization took in deciding to rename or relocate the business. 
  1. Timing: The timing of announcing your rename/relocation to your customers is essential. Ideally, you should start communicating such changes in your audio marketing messages a few weeks, if not months, prior to the cutover date. Depending on the unique circumstances of your organization, you may need to begin announcing the upcoming changes even earlier. This allows customers to get accustomed to the new name/address and reduces the chances of confusion when the modifications are ultimately implemented.  
  1. Pre- and Post-Change Messages: As soon as your organization decides on an official cutover date, have your audio marketing provider produce PRE- and POST- messages, so you’re fully prepared for a seamless transition. PRE- messages will effectively notify your callers of the upcoming changes before they take effect, while POST- messages will continue to remind your customers of the modifications once your transition is complete.  

For example: 

PRE-Name/Address Change: 

“On August 1, 2023, ABC Tech Services will be changing our company name to BAC Tech Services. And, to better serve you, we will be moving from our Oakwood location to a brand-new, state-of-the-art facility in Springfield. Rest assured, we’ve taken all measures to ensure a seamless transition for you, our loyal customers. Your patronage is of the utmost importance to us, and we look forward to serving you under our new name with the same outstanding service you’ve come to expect from our dedicated team.” 

POST-Name/Address Change: 

“ABC Tech Services is now BAC Tech Services. New name – same world-class service. Your patronage is of the utmost importance to us, as we look forward to serving you under our new name from our brand-new, state-of-the-art facility in Springfield. In the coming months, BAC Tech Services will be announcing several exciting updates to our product and service lines, as we continue to grow in order to meet the needs of our customers.” 

Ideally, you should continue mentioning the transition in your POST- announcements for at least a few weeks after the cutover date.  

  1. Professional Recording: Have a professional voice talent record your rename/relocation announcements. Don’t simply rely on an internal staff member to record such significant changes for your company’s phone greetings. A clear, pleasant, and professional voice will enhance the credibility of your brand, while informing customers of your organization’s evolution. These announcements should be communicated in an enthusiastic manner to instill trust and excitement in your customers. 
  1. Repeated Announcements: If your hold time is typically lengthy, consider repeating the name/location change within your Message-On-Hold at least a few times. This reinforcement will help ensure customers receive the message loud and clear – and quickly become familiar with your new name/address. 
  1. Multi-Channel Approach: In addition to your Message-On-Hold, IVR, and voicemail greetings, remember to prioritize announcing the name/location change through other essential channels, such as your website, social media, email newsletters, and online/broadcast advertisements. Look to your audio marketing provider to record content for your website, social media posts, and radio spots, where you can promote your new company name/location. A multi-channel approach ensures broader reach and reinforces your message to repeat and future customers. (See detailed list below.) 
  1. Follow-up Communications: After your rename/relocation has officially taken effect, consider sending out follow-up communications to your customers, thanking them for their understanding during the transition and reaffirming your commitment to providing excellent service under your new name/location. Look to your audio marketing provider to record short, informative video narrations about your exciting company changes, which you can email-blast to your customer base.  

A company name change/relocation is a significant event in your organization’s evolution. If not handled correctly, it could cause unexpected problems – even a loss in business. Therefore, it’s essential to facilitate your rename/relocation with care and consideration in all of your audio marketing channels and beyond. By following our Best Practices for implementing the changes in your audio marketing messages, you can ensure a smooth transition and maintain long-term relationships with your customers during the process. 

BONUS: Maximizing Impact

10 Effective Techniques for Announcing Your Business’s Name Change or Relocation

  1. Social Media: Utilize your company’s social media platforms to make official announcements about the name change or relocation. Create engaging posts, share updates, and interact with customers who have questions or concerns. 
  2. Email Newsletters: Send out email newsletters to your subscriber list, explaining the reasons behind the change and how it will benefit your customers. Include links to your updated website and social media profiles. 
  3. Website Updates: Ensure your website reflects the new name or location prominently. Update the homepage, About Us page, and contact information. Consider creating a dedicated landing page explaining the transition in detail. 
  4. Online Advertising: Launch online ad campaigns to promote your business’s name change or relocation. Use platforms like Google Ads and social media ads to target both current and potential customers. 
  5. Physical Signage: Replace or update physical signage on your storefront or office building to reflect the new name or address. This ensures that passersby and local customers are aware of the change. 
  6. Press Releases: Draft and distribute press releases to local and industry-specific media outlets. This can help generate media coverage and increase awareness of the change within your community and industry. 
  7. Customer Letters: Send personalized letters or emails to your existing customers, thanking them for their loyalty and informing them of the name or location change. Include any necessary details and contact information. 
  8. Employee Training: Train your employees to handle customer inquiries regarding the change. Ensure they can explain the reasons behind it and are aware of any new procedures or policies. 
  9. Collateral Materials: Update all printed marketing materials, such as brochures, business cards, and flyers, to feature the new name and location. Ensure consistency in branding across all materials. 
  10. Community Involvement: Actively participate in local events, sponsorships, or community activities to reinforce your presence and engagement in your new location. This can help build a positive reputation and attract local customers. 

Remember that consistency is key across all these communication channels. Ensure that the messaging is clear, transparent, and aligns with the values and objectives of your business. By adopting a comprehensive approach to communicating your business’s name change or relocation, you can effectively manage the transition and maintain strong relationships with your customers and stakeholders. 

FAQ: Key Takeaways for Effective Management of a Business Name Change or Relocation 

Q1: Why is it important to announce a business name change or relocation? 

A1: Announcing these changes is crucial to maintain brand consistency, avoid customer confusion, and ensure that your customers are aware of major developments. 

Q2: When should I start announcing a name change or relocation? 

A2: It’s best to start communicating these changes a few weeks or even months before the cutover date to allow customers to get accustomed to the new details. 

Q3: What are PRE- and POST-change messages, and why are they important? 

A3: PRE- messages notify callers of upcoming changes, while POST- messages remind customers of the modifications after implementation, ensuring a seamless transition and reinforcing the new name or address. 

Q4: Besides audio marketing messages, what other communication channels should I use during a name change or relocation? 

A4: In addition to audio marketing messages, you should also use social media, email newsletters, website updates, online advertising, physical signage, press releases, customer letters, employee training, collateral materials, and community involvement. 

Q5: How can I effectively use social media for these announcements? 

A5: Make official announcements on your social media platforms, engage with your audience, and respond to questions or concerns promptly. Use visually appealing content to grab attention. 

Q6: Is employee training necessary for this transition? 

A6: Yes, it’s important to train employees to handle customer inquiries about the change, ensuring they are knowledgeable about the reasons behind it and any new procedures or policies. 

Q7: What are some tips for community involvement during a relocation? 

A7: Actively participate in local events, sponsorships, or community activities to reinforce your presence and engagement in your new location. This can help build a positive reputation and attract local customers. 

Q8: How can I update collateral materials effectively? 

A8: To update printed marketing materials like brochures and business cards, ensure that they feature the new name and location, maintaining consistency in branding across all materials. 

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The Power of Plain Language

Revolutionizing Communication in Message-On-Hold and IVR Scripts 

Overcome the Pitfalls of Communication Challenges 

In today’s dynamic business landscape, effective communication is the linchpin that sets successful organizations apart. From public-facing communications to internal interactions, every message matters. Message-On-Hold (MOH) and Interactive Voice Response (IVR) scripts are among the often-overlooked domains where communication can be significantly enhanced. This is where the power of Plain Language comes into play, reshaping how businesses connect with their customers and stakeholders. 

What is Plain Language? 

Plain Language is not just a writing style but a philosophy that revolves around simplicity, clarity, and user-friendliness. Its purpose is to ensure that the intended audience can (1) find what they need, (2) understand what they find, and (3) use that information to meet their needs. By making sentences clear and easy to understand, Plain Language transcends the boundaries of complex content to make communications of all types – including audio marketing scripts – user-friendly and easy to navigate. 

Empowering Customers through Message-On-Hold Scripts 

Message-On-Hold scripts serve as an opportunity for businesses to engage their customers while they wait in queue for a representative to assist them. Often, these scripts can be filled with technical jargon or complex language that leaves callers frustrated and disengaged. However, employing Plain Language in these scripts can be a game-changer. By using simple and clear language, businesses can deliver information seamlessly, reducing caller frustration and enhancing the overall customer experience. 

Example A (not using Plain Language): 

“Thank you for calling ABC Medical Center, where we endeavor to adhere to the most cutting-edge and advanced medical protocols, harnessed to address the unique and urgent nature of cerebrovascular incidents, commonly known as “stroke.” A stroke is a neurological dysfunction that occurs due to an abrupt and localized alteration in cerebral blood flow, precipitated by thrombosis, embolism, or hemorrhage. Rest assured, our team – including esteemed neurologists, interventional radiologists, and neurosurgeons – is primed and resolute in their commitment to providing comprehensive and multidisciplinary care to optimize clinical outcomes and improve patient prognosis while emphasizing acute and long-term rehabilitation strategies. It’s important you educate yourself about the signs of a stroke, so you know how to react quickly. If you believe you or someone you know is experiencing a stroke, do not postpone treatment. Don’t wait to see if symptoms stop because every minute counts. The longer a stroke goes untreated, the greater the potential for brain damage and disability. Call 911 or go directly to the emergency department at ABC Medical Center, where our dedicated team will provide immediate care.” 

Example B (using Plain Language): 

“ABC Medical Center would like to remind you when it comes to a stroke, time is of the essence, so it’s important to recognize the following symptoms:  

Sudden numbness or weakness in the face, arm, or leg (especially on one side of the body). 

Sudden confusion, trouble speaking, or difficulty understanding.  

Sudden trouble seeing in one or both eyes.  

Sudden trouble walking, dizziness, loss of balance, or lack of coordination.  

If you or someone around you experiences these symptoms, contact emergency services right away or seek immediate medical attention at your nearest emergency department. Remember, quick action can make a big difference in receiving the proper medical care.” 

Example A (not using Plain Language): 

“If you have a billing question and would like to speak with our Accounts Receivable department, press 1. Press 2 for technical support and follow the prompts to reach the representative best suited to your needs. For all other questions, we’ll be happy to help you – just press 3 to speak with our General Inquiries department, and a customer service representative will be with you shortly.” 

Example B (using Plain Language): 

“For billing, press 1. For technical support, press 2. For all other inquiries, press 3.” 

Ensuring Clarity, Every Step of the Way 

The importance of using Plain Language in Message-On-Hold and IVR scripts lies in its ability to ensure clarity at every step of the customer journey. When customers encounter clear and easy-to-understand messages, they feel valued, respected, and understood. Plain Language enables businesses to build positive brand impressions and nurture strong customer relationships. 

Measurable Results for Real Impact 

Just as with any other communication endeavor, Plain Language implementation in Message-On-Hold and IVR scripts yields measurable results. Reduced call center volumes, shorter wait times, and increased customer satisfaction can be quantified and analyzed, proving the efficacy of Plain Language in enhancing business outcomes. 

Embracing Plain Language: A Win-Win Investment 

Adopting Plain Language in Message-On-Hold and IVR scripts need not be an expensive or time-consuming process. Your audio marketing provider’s script writing team can provide the necessary edits to help facilitate the transition to Plain Language in your Message-On-Hold and IVR scripts. By investing in Plain Language, businesses can reap the rewards of improved customer experiences, streamlined communication, and enhanced brand reputation. 

Plain Language Mastery: Your Key to Enhanced Customer Connections 

In the age of customer-centricity, every interaction counts. Utilizing Plain Language in Message-On-Hold and IVR scripts is a strategic move that demonstrates a commitment to clear communication, customer satisfaction, and organizational success. By making language accessible and user-friendly, businesses can empower their customers, streamline call center operations, and cultivate long-lasting relationships. Embrace the power of Plain Language in Message-On-Hold and IVR scripts and elevate your communication to new heights. Your customers will thank you for it. 

Key Principles for Applying Plain Language to Communications: 

1. Know Your Audience 

2. Keep Sentences Short 

3. Use Simple Words 

4. Define Acronyms and Terms 

5. Break Information into Digestible Chunks 

6. Use Active Voice 

7. Prioritize Important Information 

8. Use Visual Aids Sparingly 

9. Proofread and Simplify 

10. Test with Real Users 

11. Keep It User-Centric 

12. Train Your Team 

13. Revise and Iterate 

FAQ

Q1: What is Plain Language?

A1: Plain Language is a philosophy of communication that focuses on simplicity, clarity, and user-friendliness to ensure that information is easy to find, understand, and use by the intended audience. 

Q2: Why is Plain Language important in communication? 

A2: Plain Language is important because it enhances the effectiveness of communication, reduces confusion, and improves the overall user experience. It is particularly valuable in situations where complex information needs to be conveyed clearly. 

Q3: How can Plain Language benefit Message-On-Hold and IVR scripts? 

A3: Plain Language in Message-On-Hold and IVR scripts makes information more accessible to callers, reduces frustration, and streamlines the communication process, ultimately leading to improved customer satisfaction. 

Q4: Is adopting Plain Language a costly process? 

A4: No, adopting Plain Language in your scripts doesn’t have to be costly. Your audio marketing provider’s script writing team can help you make the necessary edits to transition to Plain Language, ensuring a cost-effective approach to improved communication. 

Q5: What are the measurable results of using Plain Language in scripts? 

A5: Measurable results of using Plain Language in scripts include reduced call center volumes, shorter wait times, and increased customer satisfaction. These outcomes can be quantified and analyzed, proving the efficacy of Plain Language in enhancing business outcomes. Plain Language also contributes to improved communication efficiency and reduced customer frustration, which can lead to positive impacts on an organization’s bottom line and reputation. 

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Can Your Content Catch a Reader in 2 Seconds?  

As social media platforms expand and attention spans shorten, so does the time you have to capture readers’ attention and get them to stop scrolling – two seconds to be exact. It’s called “thumb stopping content” and that is what Jim Mancari spends his days analyzing and creating. He’s Director, Digital Marketing and Social Media for NYC Health + Hospitals and says the challenge to create content that will stop readers in their path is a dynamic one, with a target that is constantly shifting and changing.  

“The goal is to be relevant and engage our readers,” Jim said. “That means thinking about what we say, how we say it, and then posting it at the right time in the right place. Content has to matter to a reader to stop them as they scroll.”  

Facebook, Instagram, Twitter, LinkedIn, TikTok and numerous other platforms have already splintered reader’s attention and there are always new platforms crashing into view. So how does one cut through the noise to command attention in a target audience’s content feed? By generating relevant content and knowing what you are doing every day. James has hardwired specific tools to generate purposeful content.   

First you organize: By generation, topic, current events, community interests, hospital health services, and by calendar day, time, week, and month.   

Then you integrate: Messaging, channels, and timing. This is the weaving of content into a tapestry that makes sense. It matches messaging to audiences and schedules publication at the right time in the right place, so it hits when it is relevant. 

You make sure the lead is at the top: Your audience isn’t going to stop on their way by if the image, message, video or audio aren’t compelling. Put the point of the story at the very front, if it stops them there is a greater chance they will read or view the entire story. But if the front is boring, you’ve lost them. 

You learn where your audience is: Where is each audience segment? What platforms are they on? Data informs you and is critical to molding the message to the audience in a way that makes sense on the platform.  

Remember: Everyone is on their phones: All content is mobile. Create it that way. 

“At the end of the day, we don’t want to compete with ourselves,” says Jim. “We need to make sure that we use data, knowledge of our audience, and the unique characteristics of each platform to expand our social reach. That’s what it’s all about – talking to the people we care about to keep them well and give them access to information that will make their lives better. We can do that through digital marketing and social media, but we must always have our ears to the ground and our eyes on the audience.”  

Great advice – and we can help. We know there is always more content than you can get to. We can help. We triage content – mining it from inside your organization, organizing, and producing it. We offer content generation, written by healthcare insiders, that expands your bandwidth and gets work done.

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customer experience IVR multilingual phone menu prompts scriptwriting tips Translation

The Best Method for Translating Your Audio Production Scripts

Human vs. Machine – Translation Excellence?

You’ve just finished writing a comprehensive IVR script for your organization’s phone system.  But before submitting it to Holdcom, you remember you were tasked with having the script recorded not only in English but also Spanish, French, and Mandarin, since a significant portion of your client base communicates with your organization in those languages.  Like any professional working within a budget, your first instinct is to research the most cost-effective options possible to have your English script translated into the other languages.

Perhaps you’ve seen ads online for websites promising no-cost, on-the-spot translation solutions.  Or maybe you remember there’s a built-in translation app on your mobile phone that you’ve always wanted to try out.  Or perhaps you simply decide to type the words “free translation” into your web browser, and up pops Google Translate as the first search result.

Whichever of these methods you choose, you’re amazed not only at the ease-of-use the automated tool offers but also the immediacy that it renders a seemingly thorough translation.  All you had to do was simply copy-and-paste your English script into the “Enter Text” box, select the desired language for translation, and INSTANTLY a fully formed translated document appeared.  And you didn’t need to pay a single cent!  Nothing short of victory, right?

But before you email that translated script over to Holdcom to be recorded, remember the age-old saying – If something seems too good to be true, it probably is. 

While no-cost translation sites/apps can be a great resource for quickly translating stand-alone words, short phrases, or even full paragraphs to obtain the gist of information presented to you in a language you don’t understand, these same sites/apps can yield varying degrees of inaccurate translations, depending on the context of the verbiage you’re translating and the languages involved.

So while a free automated translation site might be an adequate solution when it comes to personal use (such as helping you understand an email or text from your new social media friend in France, who’s writing to you in his native language), that same site’s lack of 100% accuracy renders it an ineffectual tool for professional applications, especially long-form applications such as Message-On-Hold and IVR scripting.  In other words, the longer your script, the greater the likelihood the automated tool will produce errors in the translation.

Of course this begs the question – WHY do these automated translation tools produce such errors?

Think about it.  In English, a word can have various meanings, and those meanings can be very different from each other.  If someone were to say any of these common homonyms to you –

fan, park, play, right – as purely stand-alone terms and expect you to know the exact meaning they’re implying, you could certainly take a guess.  But you would really need to know the surrounding context associated with those words to understand the precise meaning that person was intending.  Such is true for homonyms in other languages.  And therein lies one of the reasons an automated translation site/app can easily take a wrong turn.

Depending on which type of auto-translation tool you use and the languages you’re pairing, the software may rely on direct (or, “literal”) translation methods, meaning it translates each word of your text separately, without considering how those words are used collectively in the full context.  This can result in not only grammatically incorrect – but oftentimes, nonsensical – translations.

To give you an example, I remember receiving a client’s Spanish translation years ago and immediately realized they had used an automated translation tool.  I’m not fluent in Spanish by any means, but when I referenced the client’s English version of their Spanish translation, I noticed the word “Queens” throughout.  And based on the context of the English script, I could see the client was referring to the New York City borough of Queens.  However, the word “Queens” appeared nowhere in the Spanish translation, which was a red flag.  I could see that instead of leaving the proper name of “Queens” intact in the Spanish translation, the automated tool mistakenly translated it literally as “Reinas” – the plural version of “a female sovereign or monarch” – which was obviously not the word/meaning the client intended.

So what will happen if you unknowingly submit a faulty translation to Holdcom to be recorded?  In general, it will cause confusion and ultimately delay the production of your final product, which is never ideal – especially if your leadership has given you a hard deadline to have the recordings implemented on your phone system.  So as our voice talent sits down to record your translation, s/he will inevitably spot grammar and word choice errors that will likely render the script unreadable.  In these situations, I often receive feedback from voice talents as such: “Unfortunately it appears this script was translated using Google Translate or a similar site.  If I were to record this as is, I’d basically be reading gibberish in some sections.  I think I know what the client is trying to say, but I honestly can’t be sure and I certainly don’t want to guess.  So please circle back with the client for clarification.”

Although the accuracy of certain automated translation tools has improved over the years, don’t assume the site/app you’re using is necessarily selecting the word/meaning it thinks best based on the specific nuances of your content.  Such automated tools are more likely relying on a language pattern-matching algorithm, so there’s no guarantee it will select the word/meaning you intended.  To compound the problem, there is no reliable way to confirm the auto-translator’s word choices are fully accurate without an actual human being, fluent in both the original language and translated language, to verify those word choices.  A machine using an algorithm simply can’t understand the contextual subtleties to the same degree a trained human can.

And that is why, when translating a document that will be used for a professional application, it’s crucial to steer clear of these “machine translators” in favor of skilled human professionals.  Experienced professional translators will take the necessary time and effort to avoid the pitfalls of literal translation methods.  They’ll factor in the all-important rules of grammar as well as any cultural references and nuanced language contained in your script.  They may utilize not only their personal knowledge and expertise of the languages required for the translation but also well-established multilingual dictionaries/glossaries, “back translation” methods, and proofreading/review techniques, which automated translation tools do not employ.

If you don’t already have a reliable human translation source (such as a fluent bilingual staff member with a proven track record of providing error-free translations), then Holdcom, at an affordable rate, can provide you with professional translation services, performed by certified, highly experienced multilingual translators.  And since word choice can be subjective even when skilled human translators are involved, you will be given the opportunity to review and approve all translated documents before we record them.  This way, if our Spanish translator translates the phrase “To repeat these options, press 9” as “Para repetir estas opciones, oprima 9” – but you prefer the word choice of “Para repetir estas opciones, presione 9” – we can certainly adjust that to your liking before the script is recorded and implemented on your phone system.

Contact Holdcom at 800 666 6465 for assistance with foreign language localization assistance
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7 Ways to Bring Your IVR into the Future (or out of the past)

Not all companies and contact centers are the same size or have the same budgets.  This list has been compiled from industry trends and over 30 years of working with brands in all types of industries.  Whether you’re managing a handful of seats or hundreds of agents, choose the items on this list that will have the most impact based on your current situation.

Get to know your customer

This is probably the most underrated and underutilized tactic for most companies.  Understanding your customer and what/how they want to interact with your brand will make all your initiatives much more effective.  Take the time to speak with frontline agents to understand not only your clients’ demographics – but also their preferences.  Use this data to fine-tune your IVR and other self-service tools to optimize client engagement with the brand.

Localization & Customization

Hop on this trend and look to customize every contact as much as you can.  Leverage the data your agents are tracking in the CRM to improve the customer experience.  Meet your customers when, how, and where they want to be met, on whichever device or platform they prefer.  And do it in their language or dialect.  Nothing builds more trust than being greeted in your native language.

Automation & Conversational IVR  

If you’re still using traditional IVR, look to migrate to a conversational platform.  You must be looking at a ‘Mobile First’ approach.  Callers trying to navigate a keypad on the go are not ideal.  Provide your callers with the option to use voice commands, and this will speed up caller intent and provide a much better experience.  It will also allow for more built-in automation, which the IVR can handle and keep the call from going to an agent unnecessarily.

Branding

The IVR is the front door to your business.  Make sure it provides the best first impression possible.  Often overlooked, branding plays a key role in caller confidence.  Having the right voice that fits your brand and can serve as a “spokesman” builds callers’ trust, as they consistently hear and recognize that familiar voice while engaging with the brand.  Having clear, concise messaging increases caller comprehension and reduces miscues in the IVR.

Omni-Channel Consistency

Whenever possible, provide your contacts with a brand-appropriate experience, no matter which channel they are engaging with.  This includes the words and tone you use – from your agents to your chatbots to your IVR.  Too often brands aren’t consistent in their messaging, and your contacts can feel like they’ve called the wrong company.  Just because Marketing thought the new chatbot should sound hip or cool doesn’t mean it’s on-brand.  Find a sound that fits your brand and tweak it accordingly, depending on the technology and platform.

Regular Auditing & Tuning

How many times have you called a brand to hear three or more different voices when interacting with the IVR?  Make it a routine to call and listen to your IVR and ensure it’s being updated as you update other areas of the contact center.  The IVR can sometimes be treated like the middle child and appear forgotten as you move quickly to upgrade or implement new tools.  At least once a quarter, ensure your IVR is still providing the most comprehensible and efficient options and that it’s been updated to leverage other channels.

Visual IVR

Visual IVR unlocks the IVR from the voice channel and expands its use to all other developed channels.  Many companies are now embracing a visual IVR and realizing they should have done it sooner.  This simple technology can help to revolutionize your interactions with contacts, increasing C-SAT and reducing customer and agent effort. 

How are you maintaining your IVR? Let us know in the comments what we missed or suggestions you would recommend.

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call center IVR phone menu prompts scriptwriting tips

15 Voice Prompt Blunders To Avoid in Your IVR System

When writing voice prompts for IVR or ACD systems, clear concise communication is key. The thing about a well structured call-processing system with properly recorded voice prompts is that you just don’t notice it. What you do notice, however, is a system that is riddled with problems and errors.To ensure you’re creating a great caller experience, be sure to avoid these 15 common blunders in your voice prompt scripts:

  1. Using the Word “dial.” True story: I have never “dialed” a phone. For my whole life, I’ve pressed buttons. Now, I press “buttons” on my touch-screen phone. Think about it–when was the last time you actually dialed a phone? If you are instructing callers to dial an extension, you should switch to the term “press,” otherwise you might seem outdated.
  2. Too many menu items. As a general rule, 3-5 items should be sufficient for each level of your menu. If you have more than that, callers may become confused, unengaged, and frustrated, making work harder for your reps.
  3. Not enough menu items. Too few menu options is also a problem. If you don’t give users enough options, they may not be sure which department is the right choice for them. 
  4. Putting the extension number before the name of the person/department. A good prompt will say, “For Sales, Press 1” not “Press 1 for Sales.” Why? Callers are listening for their destination first, then how to get there. If you play the extension first, they’re not likely to associate the number with the department.
  5. Forgetting to tell callers they can enter a known extension at any time. Many repeat callers will know which extension they need to use before hearing any of the options. They might have even looked it up on your website or seen it in your email signature. Make sure you remind these callers that they can enter an extension without listening to the prompts.
  6. Neglecting an exit option. You should let callers know that number they can use to immediately leave the system and speak to a live human (during business hours, of course). This works in two ways–first, callers immediately know that there is a “real human” who can talk to them. Second, if callers know they can leave the phone tree, they’ll be more receptive to listening to your prompts.
  7. Having a long greeting before prompts begin. Time spent with an IVR system isn’t the same as hold time.
  8. Using an unprofessional-sounding voice. Professional Voice Over Talents exist for a reason: people like to hear them.Your automated answering system might be the first impression callers have of your business. Why would you use staticy, improperly recorded announcements?
  9. Not having an “after hours” variation of your prompts. When your office is closed, you should have a prompt that lets people know this and encourages them to leave a message (with appropriate menu option) or call back during normal business hours (and give hours). An after hours greeting can also include emergency contact number or direct clients to a self-service option on your website.
  10. Repeating the word “please” in every prompt. In business, proper manners are essential. On your phone system, saying “please” with every prompt is redundant and irritating. Say “please” in the first prompt, then keep your options more streamlined for easy listening. Remember–you’re writing for the ear.
  11. Using long phrasing for each prompt. It’s a prompt, not a message. Keep it short and to the point so you don’t lose caller’s attention. Think of each prompt as a call to action. 
  12. Stating extension numbers as one number. If you’re saying “Two hundred three” instead of “Two Zero Three,” you’re making a grave error and potentially going to have a lot of confused callers. It’s not that people will be looking for the button “two hundred three” on their phone, it’s that they might here two and three and ignore the zero. Plus, doesn’t it sound weird to tell callers to “Press Two Hundred Three”?
  13. Including Jargon. Jargon got its name because people don’t understand it. Unless absolutely necessary, avoid jargon in your voice prompts to make the caller experience as painless as possible.
  14. Putting frequently requested options at the end of the menu. It just makes sense to put the most frequently requested options first. If you already know what people are looking for, you should aim to deliver it as quickly as possible and move them efficiently through the rest of your call processing.
  15. Lacking Consistency. If you use inconsistent phrasing for your prompts, you’re likely to confuse callers. By changing your word choice, the caller won’t be able to follow a predictable pattern. For example, you shouldn’t say, “For sales, press 1; To reach customer service, press 2; Press 3 for reservations.” It just doesn’t make sense. 

What do you think? Have you heard any voice prompts that have made you cringe? Would you add anything else to this list?

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IVR tips

Four Things To Avoid In Your IVR, Auto Attendant, and Voice Prompts

Voice prompt menus, IVR, and auto attendant greetings can be a helpful way to get more information to your customers. You can mention your business hours, current specials, a temporary store closing, or a charity drive that you’re going to be having in the near future. Since you may already have an idea about what you want to say on your phone script, here are a few things you will want to steer clear of:

  1. Too Many Options – It’s important to have enough options to cover the various departments you have for your customers to speak to, but you also want to keep in mind that listing too many on your automated menu can seem cluttered. The more you have listed, the more apt your are to have confused customers, and the more apt they are to end up in the wrong department anyway. If they don’t quite fit in with option one and keep listening for a better selection, but by option eight they’ve forgotten what option one even was, they may end up hitting any number just to speak to a representative. The whole point of these options is to get the customer to the right department the first time around, so make the choices clear and concise. Keep in mind who the callers are and what they tend to call for. The main menu should then be tailored to the needs of the caller.
  2. Cornering the Customer – When using an auto attendant always provide the option to speak to a representative. They may not have an account number available, or they may have questions about the information your menu is requesting from them. Allowing them to speak to a person can avoid unnecessary frustration for your customer. If they know that every time they call you they are going to end up frustrated before they can even talk to someone, they may begin to associate negative experiences with your company.
  3. Giving Outdated Information – Keeping the informaion contained with your phone script up-to-date is important to your customers. You won’t be wasting their time with out-dated information, which is always appreciated. Telling customers about the wrong hours of business, an outdated website, or a wrong address can be frustrating. Be sure if there are any changes in your company that you update the recordings accordingly. 
  4. Don’t Bury the Lead – The term “bury the lead” comes from journalism. In a news story, the “lead” is the first sentence, which concisely conveys the main point of the article. Same hold true for your phone system.  If 80% of your callers choose one option over the others, don’t bury that option in the list of choices.  Making the caller wade through other options is tidus and inefficient.  Order your menu choices in the priority which they are choosen.  Not sure which is choosen more?  As your administrator for a report, or stroll on down and talk to the agents.  They’ll let you know who’s calling and why.
  5. Your phone script should be clear, concise, up-to-date, and helpful. Customers generally call you because they are having an issue with something, and you don’t want to compound the problem — you want to solve it. Send the message to your customers that you consider their time as important as yours by never making them take longer on a phone call than necessary.
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5 More Do’s and Dont’s for Message on Hold

In last week’s blog, we discussed “7 Do’s and Don’t for Message on Hold” programs. Here are five more pieces of advice for designing the most effective “delay message,” adapted from the 2001 ICMI whitepaper by Jean Bave-Kerwin:

Continue reading “5 More Do’s and Dont’s for Message on Hold”