4.0 - Prompts (audio files) - an overview

The primary objective of the concluding sections in this chapter is to emphasize the importance of precisely determining the audio files, referred to as "prompts," required at each stage of your call flow.

If you use a synthetically created voice (Feature: Text To Speech), this exercise is still important as you should design the prompts customers hear carefully. The call flow design depends on it and also your customer's perception of your service. 

Let's commence with a brief illustration:

Imagine calling a hotline and being greeted with nothing but continuous ringing. This experience is akin to calling a friend or family member, rather than attempting to reach a professional entity. The phone incessantly rings, and suddenly, the call abruptly ends. You're left bewildered, questioning why the call was terminated. Did you dial the wrong number?

Now, let's examine the desired scenario—a call that epitomizes an ideal customer experience:

A customer dials a number and immediately recognizes the company and brand they are contacting due to a pleasant welcome prompt. They may even have the option to select their preferred language and indicate the reason for their call. Furthermore, while waiting, the customer is greeted with soothing music. Companies often utilize this opportunity to showcase new products or provide self-service options. Finally, it is crucial that calls do not conclude in silence. Ideally, a representative promptly answers the call. However, if that is not feasible, customers should receive some form of notification, informing them of alternative ways to connect with the service.

Undoubtedly, the customer experience depicted in the first example is unfavorable, while the second example represents an experience that closely aligns with expectations. To achieve this, it is imperative to ensure your prompts are meticulously crafted. Delivering the appropriate message at the right time, offering essential information, or at the very least reassuring customers that their concerns will be addressed are pivotal in shaping your company's reputation and fostering customer satisfaction.

The subsequent section will elucidate how you can determine the specific audio prompts required at each stage of your call flow.  In the final section of this chapter, we will provide an example of an effective approach to organizing and managing your prompt files in case you do not use Text to Speech.