4 reasons to include voice in your CX strategy

  • Akanksha
  • 08 October 2020

4 reasons to include voice in your CX strategy

Businesses today have become exceedingly conscious that they use the most in-demand channels for reaching out to customers and even in those they try to minimise friction as much as possible. In this regard, you can easily find businesses investing in newer technologies like artificial intelligence, social listening, voice etc. In this article we talk about why including voice in your CX strategy is a better choice and the four major reasons for doing the same.

Voice technology has come a long way

The use of robotic voice for the purpose of automating interactions with human is not new, for a long time, since 1952 efforts have been made to accurately recognise and replicate human voice.  While the accuracy achieved today is almost 95%, the voice user interfaces has also come a long way in the past few years of time. The days are past when speaking in a certain manner or way, generally slow, was a mandate along with a rule based or prompt based system. A great deal of research & development both in speech as well as language fields have allowed interaction with the machines in quite natural and conversational manner. The adaptability of Voicebot has steadily gained pace and is all set to be irreplaceable in the future. The machines and applications are now able to understand various languages, dialects, accents and are even capable of distinguishing multiple speakers at one time. It therefore makes sense to include voice in the CX strategy since it necessarily makes interacting with customers much easier as well as convenient.

Most natural form of conversation

Irrespective of the nature of a business, channel launch and adaptability is a major expense for companies. In general, people need some amount of time for getting used to a new piece of technology. So, whenever something new is introduced, the learning ability of the user, language, age and complexity of the device have a vital role to play in adapting the new introduction. An exception to this rule is voice, when it comes to using voice, there is nothing to be taught or adapt. All of us know how to use our voice and hence giving voice commands or conversing in voice messages comes quite natural to us. Since monetary savings are always high on our agenda for our customers, we always suggest them to invest on a voice based solution.

Customer experience is a function of user interface

UI or user interface is basically the way in which a user interacts with any of the products both physically or online. The strength of a user interface is usually measured in terms of time spent with a product, rate of adoption, abandonment, competition and error. Now, it is common assumption that the product which has a complicated user interface will have a poor customer experience. The previous knowledge of user and the demographics have a significant impact in the success metrics of user experience.

On the other hand, CX or customer experience is the way in which any customer interacts with the brand. The customer experience is measured in terms of customer satisfaction scores, net promoter score, customer effort and a number of others. Customer experience is quite crucial at all of the stages of the overall journey of the customer with the brand starting from the initial engagement to customer care. Thus, it becomes almost impossible to offer a stellar customer experience if the user interface happens to be clunky and vice versa. Here voice has a great potential for the improvement of both user interface as well as customer experience. Thus, a huge number of businesses go for the voice based contact centres for the best results in customer experience.

A preview to voice based interaction

The video below demonstrates a speech based IVR from C-Zentrix. This is used for interacting with prospect to qualify a lead without a live agent. The light agent is connected as soon as the response is positive.

Endless possibilities with voice

The possibilities with voice are just innumerable which is the ultimate reason as to why voice should be necessarily included in your CX strategy. With the help of a voicebot, speech recognition and natural language processing, you can allow your customers to easily self serve by searching your website, navigate an application, connect to your business’s IVR. Quite similarly you can provide your customers a virtual assistant for the purpose of talking to your company, for doing a wide range of things from ordering food or medicines to purchase insurance. Thus, it becomes quite clear that the possibilities with voice are endless.

All of the modern voice interfaces are designed universally which necessarily means that they serve each of the customers irrespective of their age and demographics, the only variant being language of choice, for example the CZ Voicebot can efficiently converse in English and regional indian languages. Voice plays a vital role in effectively addressing some of the most typical challenges of adoption of technology. Most important, if voice is appropriately implemented, it can certainly be the best customer communication channel with the lowest amount of friction thereby enhancing customer experience to a significant extent.

If you wish to know more about building you first voicebot, read our blog  - How to build your first voice blog



Author Bio:  Akanksha is an IT enthusiast, having an experience of 7 years in marketing and promotion. She has experience in varied industries, in positions working across the line of marketing. She is a day dreamer, an avid reader and a crazy traveler when she is not working.

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