Automated Voice Messaging: A Feature Guide for Small Businesses
Corey McCraw is a staff writer covering VoIP and Unified Communications. Corey has over a decade of experience in marketing, tech writing, and corporate communications and has even penned content for the former First Lady Michelle Obama’s Let’s Move initiative.
With more than five years of content writing experience, Sam covers office technology topics at Fit Small Business, including business phone systems and unified communications as a service (UCaaS).
This article is part of a larger series on VoIP.
Automated voice messaging is a telecommunication system that delivers a prerecorded voice message to a list of contacts. This agentless technology enables businesses to broadcast various communications more efficiently, from product announcements to emergency notices, and customer service reminders. It’s also used for improving business greetings and providing relevant information, helping customers solve issues themselves.
How Automated Voice Messaging Works
Now that you know what automated voice messaging is, let’s dive into how exactly it operates. This technology works two ways: inbound and outbound. The inbound system largely involves the use of an auto-attendant, while the outbound system is similar to call blasting, also known as voice broadcasting.
Inbound System
When a contact gets in touch with you, the system plays a prerecorded message, and the auto-attendant lets the caller choose from menu options. Even without speaking to an agent, customers are able to address a specific issue.
Outbound System
When you want to send a message to contacts, the system uses a computer program called an auto-dialer. As the name suggests, it dials preprogrammed phone numbers and plays recorded audio for those who pick up their phones. In case a voicemail picks up, the system uses voicemail drop, leaving a prerecorded message after the beep.
The process of setting up an automated message involves recording the message and managing contacts. Here are the steps:
- Add your contacts to the platform by entering numbers manually, pasting them from your clipboard, or uploading a spreadsheet.
- Upload the recorded audio message from your computer to create the message. There’s also an option to build a message library, a collection of all recorded messages, to be sent at your desired schedule.
- Set the date and time you want the message to be delivered.
- Check the details of the broadcast and save or send.
An automated voice messaging system involves two steps: creating a list of contacts and recording a message. (Source: DialMyCalls)
Aside from automated voice messages, most providers offer automated Short Message Service (SMS) as well, allowing businesses to deliver prewritten texts to a group of people. The system responds with automated answers when a recipient texts back. If you’re planning to boost your SMS marketing efforts, consider these top text messaging service providers.
When to Use Automated Voice Messaging
The automated voice messaging system has wide-ranging functions in businesses. It’s especially valuable for small businesses engaged in:
Reaching a Large Audience
If calls and texts form a big part of your marketing communications, then an automated voice messaging system is for you. This technology helps you connect to several contacts without the hassle of reaching out to them individually. Use this tool to announce a new sales promotion program or remind customers about upcoming events and appointments.
Similarly, this technology is valuable for employee notifications. Maximize the tool when informing the staff about changes in shift schedules, workplace emergencies, or even weather alerts. Have your human resources team use automated voice messaging when announcing new job openings to applicants you have previously engaged with.
Getting the Word Out Fast
Businesses that often have time-sensitive announcements and reminders will benefit from an automated voice messaging system. For instance, if you’re managing a retail store that promotes limited-time product offers, you’ll get the word out fast with an automated voice messaging system. It also works for wellness centers or health clinics that need to notify clients about appointments.
Automated messages are delivered to customers and employees without delay when you schedule them to be sent out. In emergency situations, such as a power failure at the workplace or notice of late payments, you’ll be able to notify the right people immediately.
An automated voice messaging system immediately sends important alerts to a list of contacts. (Source: Text-Em-All)
Collecting Feedback
An automated voice messaging system is suitable for businesses that rely heavily on customer surveys and reviews to improve operations, including hotels and restaurants. The technology makes it easy for contacts to send feedback. You simply have to set up the voice-over-internet-protocol (VoIP) phone feature interactive voice response (IVR).
When a customer gets your voice message, they automatically go through an IVR flow, which asks them customer satisfaction questions. They will answer by punching in numbers through their landline or mobile phone’s keypad. At the end of the call, a survey report will be made available to you. Aside from customer feedback, an automated voice messaging system is useful for getting responses from employees, such as meeting confirmations.
Nurturing Leads
If your business uses calls and SMS for marketing products and services, an automated voice messaging system helps you better nurture leads. Set up the prerecorded calls to give customers a better overview of what you offer. Prospects who opt in to receive messages from your business will appreciate getting updates on your products and services.
RingCentral lets businesses create IVR menus based on common customer concerns, providing excellent customer service. (Source: RingCentral)
Benefits of Using Automated Voice Messaging
Other than the wide-ranging applications in businesses, automated voice messaging offers several benefits. At the core, it streamlines communications with stakeholders, ensuring your customers and employees get the right message at the right time.
These are the specific benefits of automated voice messaging for business:
Saves Time & Money
Automated solutions are designed to make work less time-consuming. Your agents won’t have to do the laborious task of calling customers one by one and sharing information over and over.
With automated voice messaging, agents are able to focus on more important tasks, such as handling complex customer complaints. Since the live calls will be significantly fewer because they are only focused on customers that need more assistance, the operational costs will be reduced in the long run.
Provides Quick Solutions to Customer Concerns
With an automated system, every customer call will be answered. The prerecorded messages offer solutions to customers’ common pain points. Similarly, the automated system facilitates self-service through the IVR. Even without speaking to an agent, clients are able to resolve issues on their own. For complex issues, the system routes calls to an available live agent.
Overall, an automated voice messaging system makes forwarding requests and complaints less stressful. It results in a better customer experience and develops trust in your organization.
Increases Profitability
Profitability comes not only from reduced costs. Since automated voice messaging supports lead nurturing, it’s also instrumental in improving the company’s bottom line. To improve your sales, build a message library of promotional messages. Group your contacts based on the offers they’re interested in, then send announcements about discounted products, flash sales, and product giveaways regularly. These strategies contribute to a company’s profitability.
Offers Robust Calling Features
Aside from bulk broadcasting and call scheduling, automated voice messaging systems have more tools that make handling communications more professional and efficient. Here are some features to expect:
- Custom routing: Set skills-based routing or time-based routing, depending on what your contacts often need.
- Voicemail detection: The system plays the recorded message after the tone.
- Custom caller ID: Display your business phone number easily. Customers are more likely to pick up the phone when they see familiar numbers.
- Analytics: Get access to important insights, such as average response time and call abandonment rates, to improve your service further.
Disadvantages of Using Automated Voice Messaging
While automated voice messaging systems offer valuable benefits, it also has some drawbacks. When adopting this technology in your business, it’s important to be aware of these disadvantages to make adjustments when using it.
Offers Too Many Options for Customers
In some cases, the routing process for specific concerns takes a while. When customers have to press several numbers before being able to know the answer to their query or speak to a live agent, it can be frustrating. To manage this, avoid complicated menus and lengthy IVR flows. Always provide an option in the IVR menu to connect with a real person.
Looks Like a Spam Sometimes
Since automated voice message systems don’t involve the typical human touch in customer communications, they might come off as an intrusive advertising effort. This backfires on your goal of providing better communications with contacts.
Prevent these issues by ensuring that the contacts you’ll enter in the automated messaging system are people who gave consent for it. Invest in high-quality recordings, using realistic-sounding voices in your messaging system.
Alienates Some Customers
There is a potential language barrier in automated voice messaging, since most small businesses in the U.S. only use English when communicating with customers. If you’re a business that caters to customers from different countries, provide prerecorded messages in their languages. Then, incorporate it into your IVR system by having a dedicated menu for language options.
How Providers Handle Automated Voice Messaging
If you’re interested in adopting an automated voice messaging system in your communications, compare features from different providers. These are the top solutions in the market:
RingCentral MVP (message, voice, and phone) is one of the leading cloud-based phone systems offering voice messaging on top of other communication solutions. It features an auto-receptionist that makes up a robust inbound automated voice messaging system. This feature lets you create custom greetings and handle incoming calls more efficiently.
There are two IVR types in RingCentral MVP: single-level and multilevel. In the former, contacts will be taken to an announcement, a voicemail box, a call queue, a shared line, or a menu that will prompt them to dial an extension. In the latter, there will be step-by-step voice instructions allowing callers to choose among menu options based on their specific concern.
Under multilevel IVR, you’ll access the Visual IVR editor, which will help you easily add menus and assign extensions. The monthly pricing for RingCentral MVP ranges from $19.99 to $49.99 per user.
Text-Em-All is a top automated voice messaging system that features voicemail detection, surveys, and live transfers. It sends messages with top-notch speed: 1,000 messages within 15 seconds. Aside from automated voice messages, it allows mass texting.
The automated system offers text message templates, scheduling, automation, MMS, notifications, auto-opt-outs, two-way texting, and free additional users. Text-Em-All provides a comprehensive report on each call broadcast, including the figures on live answers, voicemails, busy, and invalid numbers. Prepurchased credits cost 5 cents to 9 cents, while the monthly subscription starts at $7.50.
CallMultiplier has basic automated voice messaging features, including scheduling, polling, custom caller ID, and voicemail detection. There’s also a message library, which is useful for saving frequently sent announcements and updates. The time restrictions feature ensures that businesses don’t send messages during inappropriate hours, such as in the middle of the night.
The system has specific tools for managing contacts, including subgroups, group leaders, and multigroup accounts. It provides real-time reports, allowing businesses to see who has or has not received messages. Get CallMultiplier for only 6.9 cents per credit for 250 credits. The price lowers as the credits increase. The minimum cost for the monthly subscription is $6.99.
DialMyCalls features basic automated voice messaging tools, namely custom caller ID, polling, voicemail detection, and text-to-speech recordings. Other valuable tools that benefit customers include Push to Leave a Message, Push to Opt Out, Push to Repeat, and Push to Talk. These give recipients greater control over the messages they receive from your business.
Similar to the other platforms, DialMyCalls provide comprehensive reports on calls. The pay-per-message plan costs 7 cents per credit, and the monthly subscription starts at $6.74.
Frequently Asked Questions (FAQs)
Is automated voice messaging legal?
Yes, automated voice messaging is legal as long as you follow the laws governing voice broadcasting. In a nutshell, the regulations include getting consent from contacts and providing the option to opt-out of your messages.
Can I send automated text messages through Google Voice?
Although Google Voice enables texting to multiple phone numbers, it doesn’t allow bulk messaging. It’s intended only for personal, interactive conversations. Your texts will be blocked when you send the same message to several recipients. For bulk messaging needs, consider the providers included in this article.
Is there an automated voice message app?
Yes, all of the providers mentioned above have their respective automated voice message apps. Using your phone, you can easily record or write a message, schedule the broadcast, and send it to a list of contacts.
Bottom Line
An automated voice messaging system streamlines business communications, making it easy to deliver the appropriate message to contacts. Improve marketing and customer service with this tool, taking into account ethical practices when sending messages. Maximize it to strengthen the collaboration among team members. Before settling on a particular provider, learn about the features and make sure that they accommodate specific needs.
