A company’s conversation with their caller begins
from the moment a consumer picks up the phone – but this is just the start of
the journey. Following the initial greeting, the creative potential magnifies
as a customer travels through the call flow – with cloud telephone systems
offering the greatest opportunities to inspire callers and assert brand
As the greeting closes or the caller selects
the number for their chosen department, their travels begin – bringing in two
key opportunities for tailored, targeted content that delivers real customer
engagement. Where callers would traditionally hear a ring as they’re put
through to an individual or department, cloud telephone systems allow for the
introduction of custom content known as
audio while connecting’. And if a caller has to be placed on-hold, the
silence, beeps or poor quality music so often associated with this can be
replaced with alternative audio. Many systems also have the capabilities to
adapt this content by department, or right down to an individual’s line –
creating a powerful opportunity for targeted, creative engagement.
The power of three:
connecting and on-hold productions carry such creative power because they’re
made up of three distinct elements that work together in harmony.
Real brand power:
Working seamlessly together, these three
creative components assert identity and build loyalty as the caller travels
through their journey – and it’s the added flexibility, reliability and
personality of cloud telephony that really makes this possible. The telephone
endures as a key channel for customer communication, and by introducing on-hold
or audio while connecting productions, you’ll maximise this channel with the
brand power of script, voice and music.
Of course, the journey is a means to the destination – and our final blog in this series explores how to ensure your callers end their travels in the best possible way.