It is important to reassure your Customers that you haven’t forgotten about them and will assist them as soon as possible. In general, you should provide this reassurance every 30 seconds or so. For example:
- Queue music plays for 30 seconds.
- You notify the Customer that an Agent will assist them shortly and that they can still contact you via email and chat.
- Queue music plays for 30 seconds.
- You notify the Customer that an Agent will assist them shortly and that they can still contact you via email and chat.
- And repeat…
If you do not have queue music selected already, you can download music from the list of audio files below. You can add/update Queue and Hold music through the Voice settings page.
If you need to replace Queue XML Hold and Message sequence, contact Gladly Support as this is a customization. Any updates or creations of XML files will typically require a small paid Services engagement.
Classical
- http://com.twilio.music.classical.s3.amazonaws.com/ith_chopin-15-2.mp3
- http://com.twilio.music.classical.s3.amazonaws.com/MARKOVICHAMP-Borghestral.mp3
- http://com.twilio.music.classical.s3.amazonaws.com/ClockworkWaltz.mp3
- http://com.twilio.music.classical.s3.amazonaws.com/Mellotroniac_-_Flight_Of_Young_Hearts_Flute.mp3
- http://com.twilio.music.classical.s3.amazonaws.com/BusyStrings.mp3
- http://com.twilio.music.classical.s3.amazonaws.com/ith_brahms-116-4.mp3
- http://com.twilio.music.classical.s3.amazonaws.com/oldDog_-_endless_goodbye_(instr.).mp3
Ambient
- http://com.twilio.music.ambient.s3.amazonaws.com/aerosolspray_-_Living_Taciturn.mp3
- http://com.twilio.music.ambient.s3.amazonaws.com/gurdonark_-_Exurb.mp3
- http://com.twilio.music.ambient.s3.amazonaws.com/gurdonark_-_Plains.mp3
Electronica
- http://com.twilio.music.electronica.s3.amazonaws.com/Kaer_Trouz_-_Seawall_Stepper.mp3
- http://com.twilio.music.electronica.s3.amazonaws.com/spenceyb_-_O-T-S-H-T_(Razma_World_IV_Remix).mp3
- http://com.twilio.music.electronica.s3.amazonaws.com/teru_-_110_Downtempo_Electronic_4.mp3
Guitars
- http://com.twilio.music.guitars.s3.amazonaws.com/Pitx_-_Long_Winter.mp3
- http://com.twilio.music.guitars.s3.amazonaws.com/Pitx_-_A_Thought.mp3
Rock
- http://com.twilio.music.rock.s3.amazonaws.com/jlbrock44_-_Apologize_Guitar_DropC.mp3
- http://com.twilio.music.rock.s3.amazonaws.com/nickleus_-_original_guitar_song_200907251723.mp3
- http://com.twilio.music.rock.s3.amazonaws.com/jlbrock44_-_Apologize_Guitar_Deep_Fried.mp3
Soft Rock
- http://com.twilio.music.soft-rock.s3.amazonaws.com/tazzista_-_Cecil_Helen_instrumental_loop_pack_105_C.mp3
- http://com.twilio.music.soft-rock.s3.amazonaws.com/Per_-_Joachim_-_Instrumental.mp3
- http://com.twilio.music.soft-rock.s3.amazonaws.com/jacksontorreal_-_The_First_Sunny_Sky.mp3
- http://com.twilio.music.soft-rock.s3.amazonaws.com/_ghost_-_promo_2_sample_pack.mp3
- http://com.twilio.music.soft-rock.s3.amazonaws.com/Fireproof_Babies_-_Melancholy_4_a_Sun-lit_day.mp3
Voice recordings #
Finally, it is important to select your IVR voice talent as they represent your company. Select a voice talent that fits your target audience, and that will be soothing while a customer waits.
You can use any standard audio format for your recording (e.g., MP3, WAV, M4A).
