How can you use automated messages effectively?

1 Choose the right type

There are different types of automated messages, such as greetings, menus, prompts, confirmations, and closures. Each one has a specific purpose and tone. For example, a greeting should be friendly and welcoming, a menu should be clear and concise, a prompt should be polite and helpful, a confirmation should be reassuring and accurate, and a closure should be courteous and professional. Choose the type of message that matches your goal and your audience.

2 Write a clear script

The content and wording of your automated messages are crucial for effective communication. You want to convey your message in a simple, direct, and respectful way, without being too long, vague, or rude. Use plain language, avoid jargon and slang, and check for grammar and spelling errors. Also, make sure your script matches your voice and tone. For example, if you use a formal voice, avoid contractions and colloquialisms. If you use a casual voice, avoid stiff and impersonal phrases.

3 Record a quality voice

The quality of your voice can make a big difference in how your automated messages are perceived. You want to sound clear, confident, and friendly, not muffled, robotic, or bored. Use a professional microphone, a quiet environment, and a good software to record your voice. Speak at a moderate pace, with proper pronunciation and intonation. Avoid mumbling, stuttering, or shouting. You can also use different voices for different messages, depending on the mood and the context.

4 Test and update your messages

Before you launch your automated messages, you should test them for functionality and feedback. You can use a dummy phone number, a test group, or a survey to check if your messages work as intended and if they meet the expectations and needs of your callers. You should also update your messages regularly, especially if there are changes in your information, policies, or services. You don't want to give outdated or inaccurate information to your callers.

5 Offer an option to speak to a human

Finally, you should always offer an option to speak to a human agent or representative, in case your callers have questions, issues, or preferences that your automated messages cannot address. Some callers may prefer to talk to a person rather than a machine, or they may need more assistance or personalization. You should make this option easy and accessible, such as by pressing a certain number or saying a certain word. You should also train your staff to handle the calls that are transferred from your automated messages.