Messages Tailored to Inform Clients and Patients

To be sure, we certainly see standard voice message scripts from hospitals and medical practices. Hospitals, like any other complex structure, need phone directories to different departments and individuals, including individual doctors. There will need to be messages tailored to inform clients and patients of locations, directions, emergency numbers to contact, and hours of operation.

But then there are other needs, specific to medical practices. Scheduling is a major concern for hospitals, including post-op appointments and follow-ups or outbound appointment reminders for patients who already have an appointment on the books.

For internal communication, we have also seen hospitals request voice recordings that can be utilized for staff to call in and schedule their own time off. Here’s one example of that kind of auto-attendant message: “You have reached the Outpatient Therapy Services staff call-out line. If you’re calling out for the day, please leave a message after the prompt with your name and reason for calling out. Calls are picked up Monday through Friday from 6:30 AM until 6:30 PM. Please contact your supervisor on his/her direct line in addition to leaving a message on this line.”

Healthcare clients also utilize professional voice talents for messages related to testing results, outpatient lab services, prescription refills, patient surveys, ordering medical supplies, and, in some cases, informing patients about dental eligibility and benefits information.

Professional Voice Prompt for Healthcare Example

An IVR prompt system related to benefits might look something like this:
“Type 1 benefits include preventive and diagnostic services. Quartet Dental will provide coverage up to…
“Type 2 benefits include minor restorative services – including periodic maintenance. Quartet Dental will provide coverage up to…
“Type 3 benefits include major restorative services. Quartet Dental will provide coverage up to…”
And so on, for every option and combination of information that you might need.

And finally, our clients in the healthcare industry utilize voice narration for health services information, be it the hotline for information about that year’s flu, or, in the case of this past year, Covid. Voiceover recordings are also implemented to assist in medical records requests or to post information for prospective employees or students.

Professional Benefits

A massive benefit to using a professional voice talent for customer-facing messaging is the professional’s ability to modulate their performance based on the needs of a given message. As we have seen, there are many, many different kinds of voiceover recordings, and a different delivery might be preferred depending on what is being communicated to whom.

One of our esteemed voice talents, Roxanne, regularly voices English and Spanish messages for a children’s hospital, and she makes a point to be extra calming and reassuring when she performs for them.

Other hospitals and practices might prioritize a delivery that is rock-steady and thoroughly unemotional as it delivers information to patients. A smaller facility might prefer language in their messages that is casual, conversational, maybe borderline folksy as it addresses a small community and region, while a larger operation might wish to be as clinical as possible.

These are the kinds of discussions that can be had about the different sorts of professional voice prompts utilized by the medical and healthcare industries. But they are the same kind of discussions that can be had by any customer in any industry. There are always opportunities to do more with your professional voice recordings and on-hold messages. The only question is whether or not you will make the most out of those opportunities.

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Earlier this year we introduced our new In Room Customer Experience Solutions to our customers and partners. I’m sharing this post as a way of:

• Communicating what these services are, and the value they provide to you
• Explaining their role as a critical component of a holistic, branded customer experience
• Informing you of how you can see, hear or even try each service

Why are we venturing into this new territory?

We have traditionally provided professional voice recording services, including on-hold messages (MOH), IVR recordings, Auto Attendant prompts, and web video narration. More and more over time, however, we are seeing these phone and web-based solutions employed as part of an overall branded customer experience. We believe that this experience should appeal to a customer’s sense of Sound, Sight, and Smell, with an eye towards:

• Making a professional first impression when customers enter your place of business
• Keeping customers engaged, so they stay longer – and buy more
  Conveying important customer information
• Creating the right “emotional environment” for delivering products and services

To these ends, we are introducing our “In Room Customer Solutions”. These solutions, along with our traditional phone and web offerings, comprise our Customer Experience Suite (CES).

Our In Room Customer Solutions

Digital Signage:
On-premise customer displays for enhancing the customer buying experience

Our Digital Signage service offering provides a visually compelling vehicle for advertising, information dissemination, and onsite entertainment. Both audio and visual Information is conveyed via any size screen in your office lobby, retail store, or any space in which your customer is serviced. Our service focuses on creating a more compelling on-premise customer experience and enables your organization to:

• Accelerate cross-sell revenue
• More effectively communicate information that aids customers
• Increase the length of time customers are engaged in the buying process

The displayed content is created using iPhone-like “app templates” and managed via a web-based dashboard that enables easy playlist creation and scheduling at the group or individual screen level. This dashboard can be used to forward schedule all content at a granular level–by date, hour, and individual screen (and sections of a multizone screen).

Background Music:
Customizable collections of ambient music to create the right mood for any customer space

Our Background Music offering includes a broad variety of overhead music choices and a turnkey delivery system for a variety of industries and physical spaces. The expansive range of choices enable organizations to create a tailored room environment that reflects their brand and elicits emotional responses conducive to purchase. Background music is more than entertainment; it is a marketing asset with tangible benefits:

• Create and differentiate your brand
• Build the right atmosphere that encourage people to buy
• Increase productivity

Business Scenting:
Infusing your customer space with aroma to create a positive and memorable emotional experience

Our Business Scenting service provides the equipment and oils that distribute various scents throughout any space visited by your customers– including lobbies, meeting rooms, retail stores, and other areas associated with the customer experience. These aromas elicit memorable emotions that create a positive experience for your customers and an environment that is conducive to purchase. Business scenting is fast becoming a critical element of the customer experience, enabling organizations to:

• Increase sales
• Create a positive emotional response
• Stimulate recall and retrieval

How would you say this experience expands beyond voiceover services?

Our Customer Experience Suite enables our customers to project a consistent branded customer experience across the broadest possible set of channels: phone, web, and in-person sight/sound/smell media. Marketing messages heard over the telephone can be displayed via Digital Signage. If you’re trying to provide a relaxing environment for customers, the background music playing in your lobby can be selected accordingly. This mood can be matched to the style of voice a customer might hear on a web video, and reinforced by the appropriate room scent.

What’s the best way to explore our In Room Customer Experience services?

The best way to evaluate the value of these services is to experience them through your senses – either via a free demonstration or trial:

• Digital Signage: Free 30-minute online demo
• Background Music: Free 30 day on-site trial
• Business Scenting: Free 3 day on-site trial

Or feel free to reach out to Jim Giebutowski here at Marketing Messages by e-mail (jim@marketingmessages.com) or phone (617-527-3023).

The post Marketing Messages Expands Beyond Voiceover Services: Announcing In Room Customer Experience Solutions! appeared first on Marketing Messages.