New release: Mediahawk adds source-based call whisper for dynamic call tracking
Written by Faye Thomassen
We’re excited to introduce dynamic call whisper, a powerful update to our advanced call handling features, helping your team deliver seamless, context-rich customer experiences from the very first ring.
What is a call whisper?
A call whisper is a quick message at the start of a call that only the person answering the phone can hear. For example, as soon as you pick up a call, right before you say “Hello,” a quiet voice tells you: “This is for the Milton Keynes dealership.” This gives your call handlers a key piece of information to start the conversation off.
What is a dynamic call whisper?
A dynamic call whisper works in a similar way but the messages are defined by your dynamic number sources. While the standard call whisper announces basic information such as the location the call is intended for, dynamic call whisper adds another layer of detail by telling you what online source a call came from, such as referring websites or ad platforms.
This extra information enables your team to:
- Handle calls smarter: Know right away if a call has come from a PPC ad, organic search, or another marketing source.
- Respond faster and more personally: Start conversations with the right opener based on the context of the call.
- Improve customer service: Instantly give your team key information to increase conversions and deliver a better customer experience.
How Mediahawk’s dynamic call whisper works
Mediahawk already makes it easy to track your marketing performance with dynamic numbers and detailed reports. Now, with the addition of dynamic call whisper, you’ll hear a brief, automated voice prompt identifying the marketing source when a call connects. This gives your call handlers clear context without interrupting the customer experience.
Our platform uses leading-edge text-to-speech AI to generate natural-sounding messages. You can:
- Write and preview your custom whispers before they go live.
- Change messages anytime you need to.
- Create whispers for individual sources (e.g., “This call came from Google Ads”) or group your sources by medium (e.g., “This call came from PPC”) – whichever suits your needs best.
Client use cases
Dynamic call whispers can be used in conjunction with our standard call whispers to provide even richer context to your agents before they speak to callers.
For example, care homes promoting their websites on directories like autumna.co.uk add a dynamic call whisper to reflect the referral source. When a care seeker clicks on the listing to get to the care home’s own website then makes a call, the call handler hears: “This call is for the Medway care home,” followed by “This call came from a directory.”
Using multiple dynamic number pools gives you more granular detail. For instance, a car dealership uses different dynamic number pools on their website for their sales, service, and parts departments. This allows them to set up call whispers that give them much more detail on the context of the call, such as: “This is a sales call,” followed by “This call came from Autotrader.”
Ready to learn more?
Talk to us today to see how using dynamic call whisper can boost your customer engagement and marketing effectiveness.
Now’s a great time to start using Mediahawk. See just how easy it is to get the deep insights into your marketing performance that will make a significant difference to your bottom line.
