Why Customer Phone Experience?
Customer Experience is the newest frontier for business success in 2018.
Traditionally businesses fill their phone callers wait time with a series of on-hold messages or on-hold music, talking at them. Universally this messaging is perceived as boring, unchanging and repetitive, poor customer experience. For many years Captivate has delivered messages interspersed with daily updated “radio style” content like news & sports headlines, finance and currency rates and more.
While a huge improvement for business phone caller customer satisfaction, it was still only a one way conversation.
Captivate have developed an easily implemented business phone solution that engages callers in a conversation.
In its most simple form, phone callers to your business/organization can engage in an interactive quiz, select a favourite music genre or even choose a podcast to listen to. At its most sophisticated the quiz is personalised and the podcasts are created. Callers are directed online to complete the quiz or download the complete podcast. Responses and selections are passed to the business with the phone callers mobile number.
Phone or form contact us today and find out how to transform your business’s Customer Experience.
PHONE TECHNOLOGY NEWS
Latest phone calling customer experience improvement innovations
The Telstra Vantage customer and Captivate partner event at the Melbourne Convention and Exhibition Centre. Telstra Vantage™ is a world-class ideas, technology and business experience. It showcases powerful new ways of doing business, that will inspire Australian businesses to reimagine what’s possible. Better still, Telstra’s Vantage gives Australian businesses the opportunity to work with phone experts and[…]
More than 92% of our customers’ callers prefer Captivate’s original content to music and other on-hold phone pre-recordings. Our phone content can include sports news, general news, a quiz, interesting facts and figures of business stats, soft sell advertorial, etc. Our popular What’s On segments provide up-to-date information on the world’s cities and things to do.[…]
As a global leader in hosted telephony add-on services – Captivate On Hold — is constantly developing new products. Interactive On Hold, with easy-to-use functionality, will be available worldwide in 2017. For the first time, callers on hold will be able to choose their own experience. For example, a caller will be able to enjoy a game show style[…]
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About Mark Captivate On Hold CEO Mark Horwood is an ideas man and has run businesses in Perth, Western Australia, for more than 40 years. He began his professional life studying Electrical Engineering from Curtin University, had a stint as a public servant and later worked for Belgian industrial group Schneider Empain. Mark has also been a Roy Weston[…]
Which TV station would you tune into? Channel AB – Interesting programming with no advertising. Channel AC –Targeted programming that interested you and some ads targeted to your needs? Channel AD – A station where there was nothing of interest to watch but lots of adverts one after another? TV stations place their advertising in[…]
Major carriers used the threat of the upcoming “copper cut-off” to approach Captivate On Hold. As a business with one foot firmly in the technology camp we were able to sort our own cost effective solution for telephony on the NBN once it arrived in Burswood, Western Australia. The following is an exerpt from[…]
Captivate’s unique, world leading Cloud On Hold technology can report On Hold usage on BroadSoft’s BroadWorks based platforms. For this example we chose a US client using our service through BroadWorks Hosted PBX, delivered by MetTel. The end user is a specialist medical consulting group based in New York. What we know- Over a 153[…]
You may recall from my first post that 33% of the personnel at BroadSoft are in engineering roles. BroadSofts’ focus on engineering means that continual improvement to deliver better outcomes for their customers and end users is part of their culture. Some observations… Of all the Day 2 presentations I viewed the one by Mark Kushnir, on project Amplify[…]
Captivate sponsored the two day BroadSoft Connect and Technical Connect event in Melbourne Australia on the 2nd and 3rd of May. This is our third straight year at this event. Events like this keep us abreast of the platform updates and any updates that have the capacity to affect us or allow us to enhance[…]
The transformation of telecommunications toward the mobile/virtual space has made a massive impact on the lives of each and every person on the planet. Well, every person? Take your average Maasai warrior in the remotest regions of Kenya, or a solitary tribe of cannibals in a South American rainforest. Not only does the tribe have[…]
Find Your Voice of the Gods I’ve been in the audio production business for more years than I care to remember and if I’ve learned one thing, it’s to get the right voice talent for the task at hand. All the hi-tech studio gear in the world cannot fix up shoddy voice work. I once had[…]
Targeted Media and Science. Scientists recently developed a method of transmitting audio that is targeted based on the genetic make up of an individual and can be broadened to cover specific demographics. Not really, although it is still targeted media. The Western World is in the midst of a health craze. Healthy food, healthy environment, healthy[…]
Cloud based digital signage – the latest in cloud-based communication On a recent trip from Perth Australia to the Margaret River region of Western Australia, I noted that of the various venues,15 of the 17 digital signage screens were switched off. After doing some reconnaissance I found most businesses just don’t have the time or[…]
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How things have changed, but really are just the same. In the dim dark past research done by music on hold providers showed that the average time a caller spent on hold was 60.5 seconds. This wait time drove the technology of On Hold from silence to Greensleeves, to cassette players, then CD players to[…]
IVR and Auto-Attendants Deliver the best experience to inbound callers – Captivate On Hold’s IVRs are designed and tested to be clear, efficient and user-friendly to prevent call abandons and increase customer retention. Professional Copywriting Direct callers fast and effectively with our IVR scripts, on hold messages, menu prompts and call flow directions. Voice Over Artists Choose[…]
Online In-Store – Background Music and Marketing Audio marketing and customised audio promotions interspersed with background music for retail and hospitality environments. Your Own Radio Station Your company’s unique promotions and information are added to the mix, letting you advertise strategically and effectively to customers already interested in your product. Professionally Brand Your Business[…]
How It Works Using the cloud, Captivate On Hold makes on hold messages, IVR and auto-attendant updates fast, effective and easy. There’s no need for IT intervention when Marketing wish to refresh your On Hold Messages. Captivate’s Technology Proprietary software technology is compatible with any PC or server in your office, All you need is a soundcard[…]
Dynamic On Hold Messages on TIPT (BroadWorks Platform) Captivate On Hold offers the only daily updating, dynamic on hold messaging service available in the world. And yes, it works with TIPT and other hosted telephony systems. The fastest expanding hosted telephony platform in Australia is Telstra’s TIPT – Telstra Internet Protocol Telephony. Captivate On Hold[…]
On Hold Messages for Hosted PBX and VoIP Platforms Captivate On Hold offers the only daily automatic updating on hold messaging service available in the world. Captivate On Hold’s patented solution delivers an integrated dynamic service to any VoIP, IP or PBX platform. No need for USB’s or digital players as our on hold message[…]
Voice Products Create a cohesive and effective voice over campaign across all of your communication platforms. Corporate Audio Interactive Voice Respondent (IVRs), Auto-attendant, Corporate Videos, YouTube Videos, Training Modules and In store Installations. Media Audio TV and Radio voiceovers. Web Audio YouTube videos, Viral Campaigns, Webinars, Podcasts and Web Tutorials. Voice Talent Our[…]
Real Estate Office Phone Message On-hold/Music on Hold Marketing A Unique Opportunity to Differentiate When a potential buyer phones to a real estate office, you have a small but powerful window to inform the caller of your property news, local property stats and properties wanted or properties for sale. This is a unique opportunity to[…]
Let Phone Callers To Your Business Know Seasonal Holiday Closing Dates “20** Christmas is coming!” It’s bad enough seeing out of date holiday closure message on your website. It’s unprofessional hearing seasonal messages on hold months after the end of the holiday season. If you’re in the customer service game and every business is, in some[…]