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Don't Show This Again.
Everyone agrees that a good first impression is key to starting a relationship off on the right foot. Today with all the channels available for customer communications be it email, social media, text or instant message, or voice, the window of opportunity is mere seconds before we delete, click away or hang up. Outbound or proactive messages can increase sales transactions, reduce inbound call volumes, increase customer self-service, or when warranted, connect customers to customer service representatives in your contact center.
Organizations today still rely on outbound interactive voice response (IVR) or automated voice messaging (AVM) to proactively communicate with their customers through all stages of the customer lifecycle. But there are many pitfalls in writing a script. See below seven common challenges for writing an outbound customer script.
Over-Writing or Formal Writing – We simply don’t need to use too many words. Short, declarative sentences work best. Communicate like a human, not a term paper.Steer clear of too much legalese language too. Even lawyers hate listening to this on the phone.
Improve your response rates using voice messaging as a substitute for, or a supplement to, your traditional customer contact methods. Outbound IVR cost-effectively increase revenue, enhance customer service and retention, and reduce inbound calls to your contact center by proactively communicating with customers.
Learn more about sending timely and relevant customer communications in our webinar OnDemand, Got Cloud? Embracing the Move to Proactive Customer Communications.
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