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A Voice Messaging System Plays a Vital Role in Increasing Customer Engagement

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Voice Messaging is easily applicable to a wide range of industries and practices, but common areas in which this technology is being utilized include marketing, customer service, operations and even internal communications.
Category: CPaaS
Subject: Engagement, Mobile Marketing, Voice Message Broadcast
Detail: Intermediate
Author: Matt Thompson

About Matt Thompson

Matt joined Soprano in 2013 to create and lead Soprano’s global product management and marketing efforts across all regions, including Asia, Australia, Europe, LATAM and the US. He helps shape and execute Soprano’s product strategy both globally and with individual regions and MNO partners. He oversees Soprano’s carrier revenue acceleration model, which includes direct involvement in new product launch activities, carrier-branded industry websites, B2B digital marketing campaigns, and ongoing product marketing. He lives and works in Seattle, Washington.

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voice broadcast messaging min

Voice Broadcast Messaging (VBM) is a voice messaging system that allows enterprises to deliver voice messages to customers in the form of verbal communication. This is done via pre-recorded audio and text-to-speech messages using automated voice calls.

VBM normally serves as an alternative to personalised emails, voice calls, and text messaging, with recipients able to interact through their phone’s keypad.

Low open rates for emails, character limitation on texts, and cost implications of having global call centres make these other modes of engagement challenges. Conversely, a voice messaging system has a 90% response rate, meaning they reach and engage customers very effectively and complements a full communication suite.

Creating an effective voice messaging system 

A voice messaging system is just one communication channel used for engagement, but it is key and must be approached with a long-term perspective. It needs a wide range of capabilities and features that allow it to be applied in multiple use cases, within an ecosystem that includes other mobile communication channels.

While a business can choose to develop it in-house, costs are high and tend to spiral. Aside from the actual developer’s fee (which can go up to USD$115,000), research shows it takes about 43 days to find one, and during this time, productivity loss can skyrocket.

There are additional recruitment agency fees, the time and effort of your HR team, and so on. With global digitalization now the norm, businesses must ensure that each of their systems are well integrated and “speak to each other”.

For these reasons, leveraging an existing automated voice communication solution is often the best course of action.

voice messaging system

Improving customer experience and other benefits

Voice messaging is an innovative, direct, personalized and efficient channel. Customers today want more direct communication than ever before. In fact,  voice messaging transforms the customer experience.

VBM can be used in several beneficial ways. For example:

  • Notify customers of special offers with, for instance, an influencer’s pre-recorded audio
  • Provide medical appointment reminders and give patients the ability to cancel or confirm the appointment using their keypad
  • Run customer satisfaction surveys
  • Provide one-time passwords (OTP)

Voice Messaging is easily applicable to a wide range of industries and practices, but common areas in which this technology is being utilized include marketing, customer service, operations and even internal communications.

enterprise voice messaging system

Soprano’s communication platform helps clients increase customer engagement

Any enterprise must ensure that a communication platform offers flexibility, scalability, and control. Businesses often use multiple systems for their daily operations; and as such, a communication platform must integrate seamlessly with these systems, as well as streamline communication with customers.

Soprano’s trusted Mobile Interactions Suite enables clients to deliver automated voice messages, improve engagement, and effectively manage campaigns while enabling various applications to speak seamlessly to each other.

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