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. Most customer service interactions 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.
