Sound Communication: The Holdcom Blog

Why Custom Audio is Important to Your Phone System

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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  1. Message On Hold Communication: when customers are placed on hold or in queue, you want to avoid dead air and long wait times.  Having music is an improvement over silence, but the data shows callers are more engaged when there is valuable content on-hold. Scripts, written by yourself or the company you hire for these solutions, will provide information to your customer and answer FAQ's. In turn your call abandonment will be greatly reduced. Poor customer service is a major turn off to customers; custom audio solutions tell the customer you care about their needs.
  2. Voice Prompts: your customers will react positively to a series of well thought out voice prompts and automated attendants, reducing their frustration.  Especially if their needs are taken care of logically, and the IVR call flow is comprehensive without being tedious. A friendly voice that helps guide them is all it takes for most customers to get the information they need or resolve their issue.
  3. Professional Voicemail Greetings: these greetings usually instruct a customer to leave a message. Outdated or poorly recorded "personal" greetings recorded from a cell phone on the road will reduce your credibility with the caller. A professional and consistent voicemail greeting will make them feel they have reached a quality representative, of the company who can help them resolve their issue, whatever it is.

As you can see, custom audio plays an integral role in developing a rapport with your customer and meeting their needs. Professional custom audio provides both a positive experience for your customer and an efficient call flow for routing calls the proper agents. This level of automation saves time and money over traditional live operators and poorly designed call flows. Great custom audio which is well designed and executed will provide a consistent experience every time. 

Professional Recordings

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