In the right context, automated voice messaging systems provides an easy-to-use communication channel that seamlessly integrates your existing channels to enhance customer interactions and improve engagement.
But what exactly is automated voice messaging, and how can it help accelerate your business? Let’s take a look.
What are automated voice messaging systems?
Automated voice messaging systems deliver a pre-recorded message (or text-to-speech message) to a list of contacts. Recipients can usually interact with the message using verbal or keypad commands, also known as Interactive Voice Response or IVR.
An automated voice messaging system is helpful for all types of businesses, both for communicating with customers externally or with employees internally.
For example, when sending automated messages to customers, such a system can transmit voice messages with information about promotions, general updates, or appointment and payment reminders. Once consent is given, this system can also enable your business to communicate with clients about new products or services and provide information quickly and easily.
Internally, an automated messaging system can help communicate with employees regarding updates, surveys or to relay important information such as updated health and safety protocols.
How to choose the right voice messaging system?
While automated messaging systems benefit businesses, it’s important to consider the customer’s experience with the system and how a client’s journey could affect your business.
With the reality of today’s fast-paced and busy world, we all know that nobody has the time nor the patience to wait on hold in a queue. Customers can get frustrated having to answer too many requests for more information before finally being routed to the right agent.
An effective automated messaging system must be efficient; clients should be able to access answers to their questions easily without feeling as though they are on a tedious journey.
Soprano has developed a way for the customer to create their own simple journey toward the right agent in order to help them resolve their problem.
For example, clients are given choices related to the numbers on their phone keypad, and Soprano’s technology is designed to listen and recognize a person’s speech (Natural Language Processing).
With the help of artificial intelligence, the user’s verbal response combines with Natural Language Understanding technology that can decipher the speaker’s intent beyond just their words, interpreting what the customer is seeking and connecting them to the right agent.
With our voice system, you can send an outbound voice message to someone, and somewhere in the IVR experience when they are listening to the message you can prompt “press 2 to move this conversation to SMS” and that would trigger an SMS conversation from that voice call.
Soprano’s solutions also take advantage of various channels that clients can interact with without waiting on hold, improving their experience with your business.
For example, a client can choose to switch to a different channel where they can engage by sending SMS, RCS or WhatsApp messages instead of staying on a phone call and waiting, enabling them to answer their query much faster. Since these messaging channels are asynchronous, there are no calls, and there is no waiting on hold.
This kind of multi-channel and channel-hopping customer service experience increases NPS and resolution KPIs.
Saving money and boosting business productivity
The ability to fast-track your clients to the resolution to their question using text messages to point them to relevant articles, support or answers can help you achieve a 30% reduction in the costs associated with customer services and management. This can translate to an increase in your business’s net promoter scores, which measures your customers’ loyalty and satisfaction.
When a client on hold elects to switch to their preferred messaging channel or engage with a chatbot that can answer their questions, this can free up your agents, who can then prioritize high-value queries.
This triaging can dramatically improve your business’s operational efficiency and cut the customer services costs of your business.
Your agents can then focus on the more complex issues and concerns that can be encountered, engaging them where it is most critical and allowing them to use their expertise for high-value needs related to improving the business.
Soprano CPaaS can help your business take off
Soprano’s tools empower your customers by allowing them more choice and faster problem resolution. Happy customers whose needs are met, engaged employees whose expertise is used, and cost-saving strategies for your business are proof that automated voice messaging systems are worth investing in.
Our API allows users to build, direct, receive, and design responses all with no code in a single platform. It launches faster by eliminating by reducing the amount of coding required as the voice content is created in-app, while our competitors APIs require developers to programmatically create & maintain the voice messages which slows down new initiatives & campaigns.
Soprano Connect enables you to rapidly create & maintain message voices & handle IVR responses without the need of a developer which causes lengthy change cycles.