How to use voice technology to improve customer experience

Person speaking to mobile phone
June 11, 2019 5:22 pm

How to use voice technology to improve customer experience



1. Secure an invocation.

This is the word or phrase that users commonly say to interact with your custom skill or action. This is similar to the dot-com boom in the late 90s and the mad panic to grab a suitable domain name. Even if you don’t intend to use the invocation immediately, it is important to acquire this before a competitor.

2. Speak with your customer facing teams.

They can offer a goldmine of information about the kinds of questions your customers are asking. Perhaps there are common questions from your target customers that you could be providing answers for through voice solutions?

3. Find the problem and fix it.

Innovative companies start by empathising with a customer who is trying to solve a problem and then design solutions that use the best available technology — or they create new technologies to fix the problem.

4. Consider your target market.

Like tablets and smartphones, the adoption of new technology is happening differently across all ages. Older people that struggle with keyboards due to disabilities and vision-impaired customers have found voice technology to be liberating.

5. Conduct research.

Look for the opportunities that exist for your business. Facilitating internal workshops to align different business functions with voice opportunities could provide useful insight.

6. Educate yourself.

Voice recognition technology will continue to evolve. Some of the world’s largest technology companies and household names such as Apple, Facebook, Google and Microsoft — are expected to pour billions of dollars into improving technology.

7. Think about a customer’s context.

When deciding which devices you want to tailor your voice content for, think about how customers use different types of devices. Some devices are geared towards singular users and others are multiple.

8. Integrate voice-response technology into marketing plans.

Content marketers and SEO teams should be on board with embracing voice technology; they should look into the informational needs and behaviours of spoken-word searchers.

9. Keep an eye on competitors.

Are they already using voice technology? How is it being implemented and can you do it better?

10. Understand the challenges posed by this evolving technology.

This will help you to better manage expectations and anticipate any user issues. Voice technology hasn’t changed the world yet but like mobile, it will find its place and you must make sure you’re ahead of the game to remain competitive.