In the business world, the customer is the ultimate boss. Every company aims to provide its customer with an undaunted experience, be it during sales or after-sales support. Voice Broadcasting is one such customer-service tool which ensures a quality customer experience.
The first customers of voice broadcasting were the general public, targeted by the government to share information.
The broadcasting of music and talk via radio started experimentally around 1905-1906 whereas commercial usage came into existence around 1920 to 1923. The first broadcasting, however, was a morse code transmitted from a temporary station by Guglielmo Marconi in 1895.
Later, commercial businesses found various methods to voice broadcasting in order to enhance customer service and attract leads. Two popular methods used to create marketing leads with voice broadcasting involve firstly, delivering a pre-recorded interactive message and secondly, the voicemail message. However, nowadays various methodologies have been developed to enhance customer experience.
In this blog, we’ll be looking as to how customer service is enhanced with the help of voice broadcasting.
In contrast to a written message, with voice broadcasted message a customer experiences familiarity rather than the distant feel of texts. It provides a comforting experience to customers. Moreover, voice broadcasted messages can be customised with regards to what influences each customer.
Also, a policy of gratitude expression, such as “Thank you for calling XYZ company”, is also being employed by companies to express their indebtedness to each customer. These personalised messages at the end of every voice message add warmth to the customer experience, which was previously possible in only person-to-person interactions.
Using voice broadcasting, a company can maintain message consistency while reaching out to their customers. Without voice broadcasting, a company needs to hire callers in order to communicate with their customers; this makes the process a lot slower. Moreover, the chances of providing the same experience to every customer become dimmer, and the scope of message inconsistency during calls affects the whole experience.
Also, the limit on the number of simultaneous calls renders the process hectic. On the other hand, with voice broadcasting, a company can ensure on-time delivery and can out-dial and retry each unanswered call.
WIDER RANGE OF AUDIENCE
With voice broadcasting, one gets to reach out to a wider range of audiences. Businesses can easily reach out to people living in different parts of the state/country and to people who did not get the opportunity to learn to read or write.
This is also handy when a company wants to reach out to customers who are visually impaired. In the case of customers with such challenges, voice broadcasting takes another step forward to exterminate the line of differences among people.
This is counted as the most important aspect of voice broadcasting. It ensures that customers are never late in completing everyday tasks such as timely renewal, bill payments, attending scheduled events and more. In case of emergency alerts, it’s imperative that a voice broadcast is delivered to a customer as messages and emails can get lost in the never-ending list of spams.
Also, when a new policy is launched, it is often needed that the customers are updated in order to share their willingness or unwillingness to enrol under the same especially when updates are required to be provided by the customers. Hence a timely reminder ensures that the customer is always on time in giving out their details.
Lastly, in the cases of delays and re-adjustment of services, be it flights, trains, or a mess at a cinema hall, voice broadcasting service proves to be of immense help.
Finally, with DND filtration, a company ensures that they are only reaching out to customers who want to hear them, and thereby avoid creating an unnecessary ruckus. This also ensures that they are pertaining to government guidelines.
ANSWERING MACHINE DETECTION
At times when calls are diverted to answering machines, it is more suitable that a different message is broadcasted. For this, an intelligent system is embedded in a voice broadcasting system that identifies whether a live person or an answering machine has answered the call. This ensures a diligent service is provided.
A company can also opt for interactive voice broadcasting to ask for customer’s input in order to use it for press 1 campaign. This is often used in cases where a company wants to opt for a poll to introspect the perspective of customers for a new service they might be looking forward to starting or updating an existing one.
Press 1 campaigns are also useful for political campaigns. Parties can host press 1 campaigns to influence people or spread awareness. They can also use voice broadcasting service to find more people who are willing to volunteer for a party or want to join the party. Implementing this with live call transferring, a company can turn potential clients into long term associates.
In this way, companies ensure that all their advancements are to serve their customers better.