Today, organizations strive to establish their own distinct identity through branding where considerations such as logos, fonts and colors typically predominate as visual representations of brand. What is often overlooked is that the sense of sound plays a key contributing role in helping organizations create a persona that is memorable and consistently conjures up positive emotions.
It has often been said that there is no second chance to make a positive first impression. Often that impression is made by a customer’s first interaction with a company, via the pre-programmed voice menu that greets them when calling in. By 2022, 85% of customer service interactions will begin with a self-service touchpoint such as an Interactive Voice Response (IVR) system which enables callers to select menu options that will take them to the information they seek.
Making this a positive experience is not easy but the stakes are high. Today, 61% of customers say that a poor IVR system can have a detrimental impact on customer experience (CX). Ensuring a positive, consistent CX across all channels, however, is one of the biggest challenges companies face, said 50% of companies surveyed. Enghouse Interactive’s Audio Branding practice can help.
Audio Branding is a service that combines vocal talent in a host of languages, and audio clips (personas) with various information sources and audio touchpoints that organizations and their contact centers use every day, to interact with their customers.
Script-writing, recording and implementation across all customer audio touch-points: IVR, Messages on-hold, seasonal messaging, and audio tracks for eLearning and corporate videos
Translation Services: Language and culture translations in more than 30 languages
Audio Brand Enhancements: Persona design for audio brand, “earcons” (like icons, sounds that become synonymous with a concept or identity), licensed music, soundscapes and sound immersion
The Soundscapes Podcast series explores the elements of sound design. Sound is one of the first senses humans develop. It has the power to evoke emotion, a sense of time and place and guide us from one thought to another especially in the absence of visual cues. In this series, we seek to illustrate how sound design can transform the world of CRM using principles of design used in film and radio.