Personalization

Plainwise offers extensive capabilities to personalize the customer experience and align it with the unique needs of your organization. By adjusting spoken messages and selection menus, you can optimize communication and make it perfectly align with your processes.

Why personalization is important

Personalization helps your organization to:

• Increase recognizability: Give your organization a unique voice that customers immediately recognize.
• Improve efficiency: Ensure workflows and messages that are aligned with your processes.
• Strengthen the customer experience: Deliver consistent and relevant communication that builds trust with customers.

What can you personalize?

Plainwise offers various options to personalize your communication:

1. Spoken messages

Adjust spoken messages to provide a consistent and professional experience. You can:

• Customize welcome messages, selection menus, and queue notifications.
• Set speaking speed to make messages more accessible for your target audience.
• Automatically translate messages to active languages in your tenant.

Want to know more? Check out the Spoken Messages page.

2. Selection menus and workflows

Create selection menus and workflows that align with the structure and processes of your organization:

• Set specific selection menu options that are active at certain times.
• Use workflows to efficiently schedule callback tasks.
• Offer customers relevant options, such as urgent questions or contact with specific departments.

Practical examples of personalization

Example 1: General Practitioner

• Spoken message: "Welcome to General Practice CarePlus. Press 1 for urgent care, 2 to make or change an appointment, and 3 for repeat prescriptions."
• Selection menu: The urgent option is only active during office hours (08:00–17:00). Outside these hours, the customer is forwarded to a voicemail for emergency cases.
• Callback tasks: Patients can schedule a callback appointment 24/7 via the system for non-urgent questions.

Example 2: Pharmacy

• Spoken message: "Welcome to Central Pharmacy. Press 1 for information about your medication, 2 for repeat prescriptions, or stay on the line to speak with a staff member."
• Selection menu: The option to speak directly with a staff member is only available during busy hours (09:00–12:00 and 13:00–17:00).
• Callback tasks: Customers can submit a callback request for medication questions that aren't urgent via the voicemail functionality.

Example 3: Law Firm

• Spoken message: "Welcome to Law Firm LexP. Press 1 to make an appointment or 2 for legal advice, press 3 in case of emergency."
• Selection menu: Emergency cases are forwarded to a separate line.
• Callback tasks: Customers can submit a callback request to make an appointment or for an advice session.

Frequently Asked Questions

Can I apply different personalizations for different locations?
Yes, within Plainwise you can create different tenants within your organization. Within each tenant, it's possible to adjust settings, such as spoken messages.

Are custom messages automatically available in all languages?
Yes, spoken messages are automatically translated to the active languages within your tenant.

Can I test changes immediately?
Yes, use the Preview function in the portal to immediately listen to or view adjustments.