Sound Communication: The Holdcom Blog

Customer Experience & Pokémon GO

Posted by Sioban Schmeding on Wed, Jul 27, 2016

With all the news and excitement around the success and popularity of Pokémon Go, you may not recall it started as a humble card game back in the 1990's. It wasn't your average game. This game included capturing mythical creatures and battling your friends.  The game was simply called Pokémon.  Now updated for smart phones as an app, Pokémon Go isn't exactly the same game that we all remember. Pokémon GO has evolved to meet current times. Being called a "free-to-play location-based augmented reality mobile game... released in July 2016" according to Wikipedia. There are mixed reviews about the evolved game, but there are valuable elements that can used to enhance the customer experience

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Tags: customer experience, customer service, customer engagement

Voice Assistant Technology and it's Part in Customer Service

Posted by Harvey Edelman on Tue, Jul 19, 2016

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.

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Tags: customer service, voice, IVR, voice assistant technology

IVR Monitoring Improving the Healthcare Experience

Posted by Sioban Schmeding on Tue, Jun 28, 2016

In a recent article written by Mary Thomson and published in Digestive Diseases and Sciences,  she discusses how using an automated IVR system to monitor patients within a healthcare facility can identify patients at risk for prehospitalization. According to the article patients typically do not enjoy automated phone systems. However, once the automated system was implemented there was a 70% completion rate of 80% or higher on the assessment. A large part of the group in the study were patients with Cirrhosis considered to be noncompliant. Setting up an automated phone system allowed physicians to qualify what patients needed more communication based on the additional information submitted.

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Tags: healthcare, IVR

Seize Your Marketing with Audio Marketing or Sonic Branding

Posted by Sioban Schmeding on Wed, May 18, 2016

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.

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Tags: audio branding, marketing, audio, customer experience, audio marketing, customer service, audio logo, Audio Production, retail audio, sonic branding

Why Custom Audio is Important to Your Phone System

Posted by Harvey Edelman on Wed, May 11, 2016

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). 

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Tags: Message On hold, audio, professional audio, Messages On Hold, voice prompts, professional voicemail greeting, voice prompt, IVR, Auto attendant, phone system

What Star Wars Taught Us About Marketing and Brand Image

Posted by Sioban Schmeding on Wed, May 04, 2016

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.

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Tags: marketing, small business, brand image, brand voice

Live Agents Or Automated Attendant?

Posted by Sioban Schmeding on Tue, May 03, 2016

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?

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Tags: IVR, Auto attendant, live agent

5 Ways Auto Attendant Can Increase Efficiency in Your Business

Posted by Harvey Edelman on Wed, Apr 27, 2016

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.

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Tags: running your business, small business, voice prompts, IVR, Auto attendant

3 Reasons IVRs Can Make or Break Your Brand

Posted by Harvey Edelman on Wed, Apr 20, 2016

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. 

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Tags: professional audio, voice prompts, voice, IVR

Voice Assistant Technology & Customer Experience

Posted by Sioban Schmeding on Fri, Apr 15, 2016

As technology changes, the customer experience and human interaction changes as well. We have become reliant on the use of cellphones and the convenience of information at our fingertips. Technology advancements have caused such disorders as Nomophobia or the fear of being out of mobile phone contact. With advancements in technology it has put pressure on the customer experience. Customers now have further reach with the evolution of technology.  By utilizing advancements in technology the customer need can be met in a variety of ways throughout the automobile, financial, and food service industries- adding new value to the customer experience. 

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Tags: customer experience, voice prompt, voice, IVR

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