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The importance of effective IVR messaging

“For effective audio messaging, please press one.” We’ve all heard messages like this before when we’ve tried to ring up the bank, or pay off a bill over the phone. And, more often than not, this automated message can be the deciding factor between whether you stay on the line, or hang up in frustration (we’ve all been there).

So, exactly what role does this kind of messaging play in building the image of a brand and the relationship with its customers?

With businesses adapting to ever-changing working environments, it’s more important than ever to have clear and effective communication with clients, and IVR messaging is one way to do this.

What is IVR?

Perhaps without realising, the majority of us will be familiar with an IVR message. IVR (Interactive Voice Response) systems are the automated phone system technology that assists users without having to speak to a person.

The series of pre-recorded messages funnels calls, asking users to input information via keypad or voice in order to direct their call to specific people or departments. IVR technology is invaluable for businesses like call centres, airlines, and banks, to name just a few, as it helps deal with high volumes of calls with minimal human intervention.

When done right, IVR messages should effectively and efficiently gather information from the caller to ensure the business handles the enquiry in the best way, whilst not relying on an actual member of staff.

Benefits of effective messaging

Although IVR systems have the potential to improve customer-business relationships and to build a positive image of the company, that’s not to say they all manage this.

I’m sure we’ve all been on the receiving end of an awful phone messaging system, with ineffective, long-winded questions and annoying hold music. It goes without saying that IVR messaging like this will be doing your business no favours at all.

So, what sort of benefits are there to investing in a reliable, effective IVR system?

Looking at the statistics, 83% of respondents surveyed stated that they would avoid a company after a bad experience with their IVR system. This fact alone highlights just how important it is not to drive customers away as soon as they dial the number. Also, chances are, a phone call will be the customer’s first interaction, as people are most likely to reach for the phone when contacting a business.

It’s important not to forget just how important a medium audio can be. It can be used to subconsciously create emotions and feelings within the customer, so, with effective IVR messaging, they will automatically be made to feel more at ease with a company. Fail to prioritise audio branding, and the opposite could be achieved!

How important is IVR messaging right now?

When phoning a business, a customer generally wants their voice heard and their questions answered. Not too much to ask, right?

Well, with businesses juggling home and office working (thanks, Covid), it’s more important than ever to make sure customers are being provided an efficient and effective service, starting from the moment they pick up the phone.

With workforces split between offices and, well, their dining rooms, funnelling calls to specific people and ensuring a smooth service has the potential for disaster. With a clear, hassle-free IVR system, businesses can guarantee that their customers spend minimal time on the phone, and come away with a resolved query and, hopefully, a smile on their face.

It’s also worth remembering that the pandemic has likely had an impact on the actual information given by businesses as well (opening times, services provided etc.), so ensuring that this is effectively communicated will also improve a customer’s IVR experience and, in turn, their perception of the business.

Next steps

Of course, in creating an effective IVR messaging system, a professional voice talent is key. Choosing the right voice to speak with customers will help ensure a personalised and professional experience, specifically targeted to the customer.

This is where Matinée comes in. We’ve been delivering multilingual IVR voice prompts for phone systems across the world for over 30 years, sourcing our IVR voice artists on the quality of their language skills and their clear diction. We also look for voice artists with warm and friendly tones to make the experience more meaningful for customers.

It goes without saying that, with our impressive roster of voice talent covering 80+ languages, we’ll be able to help find the perfect voice to bring your IVR messaging system to life. So, why not get in touch with us today and find out how we can help you?

Call us on +44 (0) 118 958 4934

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