Companies should use voice technology to improve customer support experiences

New Ideas in MarketingEssential news for marketers, summarised by YouGov
October 30, 2020, 2:44 PM UTC

Around 85% of marketers say that technology needs a human touch to deliver positive customer experiences, according to Acquia.

Businesses can use voice mediums like phone calls for an engaging, empathetic and efficient conversation with customers. Leveraging voice technology can help brands connect with consumers at a personal level. Voice technology also enables brands to introduce a human element while handling consumer queries, frustration and anger.

An effective voice communication strategy can not only improve the overall customer experience but also leave customers happy and satisfied after each contact. Companies should use their voice support mechanisms to expand their reach and enhance their accessibility.

For visually disabled consumers or people who struggle with typing, voice-first support is the most effective option. Voice technology providers allow customers to schedule a callback, which is not only convenient but is also a time-saver.

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