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Using Custom Audio to Enrich Your Customers’ Experience

Using Custom Audio to Enrich Your Customers’ Experience

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4 min read

Blog Articles

Quick Summary

Here are some ideas of how you can spice up your business phone system with custom audio and playlists.

Custom audio can be uploaded to your Yay.com dashboard to enrich the experience of your customer at many stages of their interaction with you. Here are some ideas of how you can spice up your business phone system with custom audio.

Custom Voicemail Greeting

Generic voicemail messages are a missed opportunity. If you have a big business, you’re going to want to offer a greeting to your customers that leaves them feeling satisfied, informed and (most importantly) valued.

As you’re no doubt aware, winning the edge over your competitors is all in the details. You can hire a professional voice artist to record a reading of a custom greeting written by your team or, if you feel comfortable doing so, you can record the greeting yourself. Customers will feel privileged that the CEO, MD or similarly important figure in the company they’re calling has taken the time to record a meaningful voicemail message!

...offer a greeting to your customers that leaves them feeling satisfied...

Custom Hold Music

Once you’ve set up your call queue, you’ll want to make sure that your customers have an enjoyable playlist of hold music to listen to while they wait. No one likes waiting to be served, so you might as well make the experience as enjoyable as possible.

You can even take the opportunity to reinforce your brand or to add a personal touch. Have your team hold a brainstorming session to collate all the songs that best convey your company’s mission statement, ethos or brand and you’ll have found one more way to make your company-customer interactions more cohesive.

IVR Audio

Text-to-voice is certainly cheaper than hiring a human being, but there’s one thing robots cannot do: inflect with emotion. By hiring an expressive voice for your IVR call menu, you increase the chances that your caller will pay attention and get through to the right department right away. This will reduce the frustration of repeated listens for your customer and help you hold onto those callers who might otherwise slip away.

...reinforce your brand or add a personal touch...

The bottom line? Robotic voices can be cheap, easy and even amusing, but everyone prefers a personal touch. Have a member of staff or a professional voiceover artist record your IVR call menu to increase caller retention and improve the user experience for the caller.

Custom Call Whispers

While your customers are waiting in your call queue, enjoying the custom hold music playlist you created for them, it’s up to you to keep them informed. You can do so with custom ‘queue notices’, which announce key details to your customers as they wait. You can add dynamic announcements, included in your Yay.com account by default, to your queue notices such as:

  • Average wait time in the queue
  • Position in the queue / Number of people ahead

If you wish to add your own custom announcements, apologising to your customer for the wait time, perhaps, then this is the perfect opportunity. Again, these can and should be recorded by you, a member of your staff or a voiceover professional for that extra bit of polish.

Once you have your files, simply upload them to the ‘Audio Files’ section of your Yay.com dashboard. This lies in the ‘Audio’ tab, alongside ‘Playlists’, which can be configured from here.

...increase caller retention and improve the user experience for the caller...

Come On Board

These are just a few of the things you can do with custom audio. In short, custom audio can transform your customer interactions to help reinforce your brand and make your customers feel valued. These opportunities only help to increase the gap between you and the competition.

Alongside other powerful features like Outbound Call Statistics, Call Recording and our powerful, yet intuitive, modular Call Routing editor, Yay.com provides a business phone system to meet any requirement from businesses of any size.

Try out these features for free today with a 14-day free VoIP trial, or compare voice plans for a full breakdown of features-by-plan.

Using Custom Audio to Enrich Your Customers’ Experience

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Article By

Alex - Content Manager at Yay.com

Alex

Content Manager at Yay.com

ISO 27001 Business Continuity Accreditation ISO 22301 Business Continuity Accreditation Cyber Essentials Certificate of Assurance G-Cloud accredited by the Crown Commercial Service
ISO 27001 Business Continuity Accreditation ISO 22301 Business Continuity Accreditation Cyber Essentials Certificate of Assurance G-Cloud accredited by the Crown Commercial Service