Can My Company Use Dynamic Messaging?
Depending on the sophistication of your phone system and contact centre, as a large enterprise you should be able to target callers with personalised messages of some kind. Messaging based on the caller's IVR menu selection is one way you can add some dynamism.
Simplified Dynamic Messaging Explained
Imagine you work for a Pay-TV provider. Divide all your callers into two groups - existing customers who pressed 1 and non-customers who pressed 2. Once placed on hold, you would target the former with messages promoting package upgrades or pay-per-view movies that encourage these callers to make an additional purchase. Non-customers on the other hand aren't yet on a package, so they would hear messages promoting free installation if they sign up before a certain date. It makes sense to play non-customers messages that reinforce your latest campaign, as it's likely your campaign prompted them to call in the first place.
Careful consideration would also be given to the voice used in each message. For instance, if your market research and data mining indicates most new customers who press 3 are 40 – 55 year old males, we would recommend a male voice talent who speaks and sounds the same as them. You however may feel differently. Either way, by adding this dynamism to your On Hold messaging, you're able to carefully weigh up whether you want them listening to a 50 year old male, a 35 year old male or even an 18 year old female.
How Well Do You Know Your Callers?
By being smart about how you leverage the data you have on each customer, contact centre operators and large enterprises can take Dynamic On Hold Messaging to the next level.
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