Your tone of voice represents your brand, your personality, and your values. It’s the words you use to write your marketing emails. It’s the voiceover artist you choose for your IVR scripts, auto attendant or phone menu, and the language you use to write your on-hold messages. It’s the way your agents speak to your customers on the phone and on live chat.
With the right words, your customers understand what you’re saying, why it’s important to them, and what they need to do with this information. So when you do this across all touch points – you get a better response from your customers, and the results you need.
Over the years, our team have designed telephony tone of voice, written scripts, and transformed customer experiences for the likes of Virgin Trains, M&S, and Legal & General.
One recent tone of voice and scripting project for a major healthcare provider reduced abandoned calls by 50% within the first week, increased right-first-time routing by 60%, and significantly reduced the need for overflow call handlers. As you can imagine, this hugely reduced the overall cost of contact, and also improved the experience for the customer.
Here’s how we can do the same for you:
Tone of voice design
We work with you to find the right way to communicate using voice, words, and sound. We then help you use your tone of voice consistently across all touch points and contact channels.
Scripting for audio
Every script has a purpose. So we use your tone of voice to craft clear, effective scripts that deliver your message, influence customer behaviour, and help you reach your objectives. We’ll write for your IVR phone menus, auto attendant, on-hold messages, corporate videos, public announcements, and audio guides.
We’ll find the right words to use to get the results you need with written content – such as emails, text messages, and social media posts. We’ll make sure your message is understood far and wide.
Come and speak to us, we’d love to show you how we can help.
Your caller experience starts before your agents even pick up the phone. We’ll help you reduce customer effort, increase self-serve, and reduce abandoned calls. When customers do need to speak to you, we’ll get them through to the right place straight away.
Tone of Voice and Scripting
Tone of voice is what you say and how you say it. Use the right words and tone in your IVR, corporate video, and customer service scripts to strengthen customer relationships and influence behaviour.
The quality of audio affects how people receive your message and perceive your brand. We record, produce, and format professional audio for your IVR, corporate videos, and events to make sure you’re heard through all channels.
Linking Telephony to Digital Channels
When customers want to shift between telephony and digital channels, (or when you want them to), we’ll make the journey seamless for the customer, easy for your team to manage, and will reduce the cost of contact for you.
Feedback is vital to know what your customers need and how to improve your customer experience. Use our suite of solutions to gather feedback, measure agents’ performance, and motivate your team.