Brands need voice technology to create more personal engagement with customers and a voice strategy can improve customer experience.
Enterprises are increasingly getting conscious about deploying the latest technologies to solve business problems. The stakeholders are exploring newer methodologies to retain and grow the customer base. One such technology, breaking the barriers of business communication is voice technology. The voice assistants are helping organizations to offer a convenient and affordable interaction channel to their customers without the need for human interference.
Enterprises are increasingly using voice-based solutions to converse and engage with their customers. This blog post is designed to offer insights into the world of voice assistants and how this futuristic technology offers solutions to multiple problems of an enterprise.
Brands need voice technology
Voice technology has witnessed a sea of advancements over the last few years. It has augmented the power of “Human Voice” to a whole new level by making machines easily understand and respond to voice commands in various languages and dialects.
Also, smart speakers are a product from voice technology that offers intelligent responses and actionable options through a voice interface.
For enterprises, the voice tech offers seamless solutions for customer interaction by eliminating the need for operating staff to assist. It provides the needed boost to the new age digital customer by presenting him/her with a variety of options and responses to successfully complete their transactions.
Voice Assistants are fast replacing conventional interaction mechanisms such as typing and clicking.
Compelling reasons to choose voice technology for the business and brands
The modern or digital consumer is increasingly getting conscious about using technology to ﬁnd intuitive solutions and answers to everyday problems. Gone are the days where one would walk into a designated ofﬁce/center to access service or buy a product. Three of the most compelling factors considered are time, convenience, and savings. If all these are available under a single roof, a consumer can make a choice easily.
In the wake of such high expectations, a customer-facing organization encounters challenges on many fronts, primarily on offering intuitive solutions and support as a response to this demand. Under such circumstances, business managers and decision-makers are bound to look out for technological intervention that fulﬁlls such objectives.
Let’s see how voice-enabled services help in this regard :
- Voice can make brands more aware of their user choices. Voice assistants can distinguish between the voices of different users thus enabling brands to find out more about the choices of various people in one family. The insights will be more personalized based on the purchases they make, the brands they buy, the music they play, and other such characteristics.
- Voice assistants can bring innovation into marketing, users can integrate this technology in their routine life to order groceries for home delivery, book a cab, or even complete a funds transfer. Voice technology can also help eliminate the need to type the message and open up a whole new audience –senior citizens who find mobile phone keys difficult to use.
- Data Analytics. Voice assistants can assist the brands in leading to more impressions on a website; for example, if users want more information at the end of a verbal answer, the assistant can direct them to open the home page or app, which in turn can help navigate the user to the website to read the complete text. They can encourage marketers to improve their content since it is projected that more than half of the searches will be voice-based by 2020, brands are inspired to create more engaging and newer content. The brand can help the assistant learn and retain information so that the conversation appears natural and informative.
Impact of conversational ads and voice search
Conversational ads and voice search are starting to make headway. By 2020, this will change one-way marketing to two-way communications. Instead of just an ad talking to the customer, the brands will be served with the perfect conversation on their terms.
Customers can already get basic customer service from voice assistants, but they’ll soon have a more seamless two-way conversation. Chatbots and voice bots can serve customers valuable information based on that person’s preferences, profile, and purchase history for more intuitive product recommendations. To do this, brands will need to invest in voice technology with a focus on creating two-way conversations. Data tracking will soon create a holistic customer view.
Voice assistants are the apex of big data, where everything that’s collected from customers over the years can be leveraged to personalize the experience. Engaged, two-way conversations are created through synergies tying all other business touch points and partnerships to voice and AI channels.
Brands will be looking to take the customer experience beyond post-purchase while also allowing for pre-purchase help using voice tech.
Marriott is already using Alexa-enabled devices across five of its hotel lines, and Hyatt is giving guests integrated access to Google Assistant. These assistants create a modern smart-home vibe in hotels and give the hotels an edge over the parallel competition.
There’s no doubt that brands will need voice technology , and voice tech will continue to play a critical role in how we find, consume, and digest information. As aforementioned, by 2021,50% of all searches will be initiated by voice. Subsequently, it’s no longer a question of if brands will invest in voice, but rather a question of when. Despite this, our research indicates a need for the enterprise to accelerate their investment in voice technology to not only accommodate growing consumer demand but to ensure relevance in the market and maintain the upper-hand in an increasingly competitive landscape. Voice technology has a lot of possibilities. Brands that understand how to use this technology to assist the customer journey are sure to generate a lot of revenue.
Work with our expert team to determine the suitable voice app that aligns with your organizational vision