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6 Ways to Use Voice Broadcasting with IVRs to Automate Customer and Employee Communications

Derek Andersen Copywriter, DialogTech

Businesses have been using voice broadcasting with IVRs for years to streamline the customer journey with appointment reminders, delivery confirmations, satisfaction surveys, and more. They’re powerful tools for creating frictionless customer experiences and reducing lost revenue from no-shows.

But you might not know that companies are also using voice broadcasting with IVRs to effectively communicate with their own employees and consultants. 

Below are several use cases for how businesses are using outbound IVRs to improve both customer-facing and internal communications.

What Is Voice Broadcasting?

Voice broadcasting is a mass communication tool that allows you to send automated calls to multiple phone numbers simultaneously. Voice broadcasts are highly customizable — they can be personalized for each caller with text-to-speech features, can send a different message to a voicemail versus a live recipient, can be configured to contain IVRs, and more.

What Is an IVR?

An IVR, or interactive voice response, is an automated telephony solution that reads prompts to callers. Callers can respond to the prompts with their voices or with the keypad. Companies often use IVRS to qualify callers, capture caller information, conduct surveys, or let callers self-direct to the relevant agent or hotline to fulfill their requests.

4 Voice Broadcasting and IVR Strategies for Customer Communications

1. Send Scheduling and Appointment Reminders 

The average no-show rate for healthcare providers is over 18%. The healthcare industry loses over $150 billion from no-shows alone. To reduce no-shows and retain patients, healthcare providers use voice broadcast with IVRs to send out appointment reminders. Patients can then select an option to confirm or reschedule. If they select the “reschedule” option, they can be immediately transferred to an appropriate receptionist or agent to arrange it. This use case is also applicable for other appointment-based services, like appliance repair, massages, and auto repair.

2. Send Renewal Reminders

Do you sell a service that needs to be renewed on a consistent basis? For example, an annual gym membership? Some businesses use outbound IVRS to send reminders to nudge their customers about renewing their service. Their consumers can then select options to quickly reach an agent and arrange a renewal. Or, if they plan on using the same payment information, they can place a quick renewal confirmation through their keypad.

3. Distribute Satisfaction Surveys and Capture Results

Creating a seamless customer experience requires constant testing and optimization. But to gather data to inform and fine-tune your tests, you need feedback from your customers. Voice broadcasts with IVRs offer a direct channel to communicate with your customers on a mass scale and get their input. By using outbound IVRs to send out survey questions, you can gather customer sentiments about the experience you provide. Your IVR reports will help you visualize the data so that you can make the appropriate tweaks to the customer experience. 

4. Communicate Business Updates and Emergency Alerts

If your business is experiencing service or supply chain interruptions or needs to pivot due to an emergency, you can use outbound IVRs to quickly inform your customers of these changes. You can use your IVR prompts to direct recipients to the appropriate channel to reschedule their service, refund their purchase, or speak to a representative to get their questions answered. 

And, if anyone misses your automated call with these updates, the broadcast will leave a message for them on their voicemail. The voicemail message can differ from the message you broadcast to callers who pick up their phones — for instance, it can include an ask for a call back if the update requires action.

2 Voice Broadcasting and IVR Strategies for Employee Communications

5. Proactively Alert Consultants About New Projects

Many businesses that rely on consultants use voice broadcasting with IVRs to notify them of new job openings and gauge their interest in performing the work. They build and send out a new outbound IVR phone survey each week to their consultant contact base that plays a recorded list of unfilled projects, and consultants can press the appropriate number on their phone keypad to express interest in a job. Some of these IVR phone surveys also give the listener the option of being transferred directly from the IVR to a live person to ask any follow-up questions.

6. Automate Employee Emergency Notifications

Emergencies can arise that require an organization to make immediate contact with a large group of employees. A phone call is often the best way to communicate important information during an emergency, but calling each employee manually can take too much time. That’s why many organizations rely on outbound IVRs.

With voice broadcasting, you can pre-record a notification informing employees of the emergency and any important instructions. Then, simply upload a spreadsheet with all of your employees’ names and phone numbers and click send. If employees require additional information or have questions, they can use the prompts to direct themselves to the appropriate hotline to answer their questions.

Set Up Your Own Outbound IVRs with Simple Web Forms

Traditionally, configuring IVRs requires IT assistance for implementation. This can make them cumbersome for businesses to deploy and adapt to as they pivot and adjust their caller experiences. This is why businesses are turning to self-serve IVR technology like DialogTech’s, which has a simple interface that anyone can use to easily create and customize any number of IVRs in minutes without any assistance from IT. 

DialogTech Self-Serve Outbound IVR

Easily configure your own IVR with DialogTech’s self-serve solution

Once you’ve created your IVR, you can easily disseminate it with DialogTech’s voice broadcasting solution. Many voice broadcasting systems are complex and time-consuming to assemble. However, DialogTech allows you to easily select your IVR, add your audience list, choose your time, and customize your caller ID and other options — all within a self-serve web form. 

Set up a voice broadcast with DialogTech's easy to use web forms

DialogTech lets you broadcast your IVR through an easy-to-use web form

To learn more, check out our voice broadcasting solution or request a demo.

Learn how DialogTech’s voice broadcasting solution can help you automate communication with your employees and customers.

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