It’s no secret that communications tech has advanced by leaps and bounds over the last few years. And that’s left us with a ton of tools we can use to connect with our customers. From emails and social media messaging to web chat and video conferencing – we’ve got it all!
With all these communication channels at our fingertips, it can be easy for us to overlook the importance of one channel in particular: good old-fashioned voice calls. That’s right! Voice is still a crucial part of a successful communication strategy. And we’re going to prove it to you.
Come down the Yabbit hole to learn about the unique benefits of voice technology and why you should still be investing in it.
Voice Technology Gives Your Communication a Personal Touch
While digital communication has made connecting with customers simpler than ever, it often lacks a certain something. That “something” helps build strong customer/provider relationships. And that’s human interaction. And studies have shown that customers actually prefer brands that use both voice and messaging to communicate with them. So, if you neglect voice, you’ll be missing out on an opportunity to build customer loyalty!
87% of customers around the world prefer brands that connect their interactions across voice and messaging. LivePerson, August 2022
Voice doesn’t just help build current customer loyalty. It’s also one of the best ways to convert leads into sales! We know it sounds crazy, but it’s true! Leads contacted over the phone generate 10-15 times more revenue than web-based leads.
And if you’re not convinced yet, retention rates for customers acquired through voice technology are 28% higher than customers acquired online. In fact, it’s estimated that over 41% of businesses increased their phone conversion rates by 25% or more last year. That’s pretty impressive if you ask us.
So, using voice technology increases customer loyalty and helps drive revenue for your business. But did you know it can also improve your customer experience?
That’s right! Most customer interactions depend on voice technology. In fact, over 75% of small businesses start their customer interactions with voice or must switch to voice to get things done. No matter how advanced technology gets, there’s just no substitute for the uniquely human touch of voice communication.
Voice Technology Helps You Communicate with Customers in Real-Time
This one may seem far-fetched. After all, many of us remember being trapped in “phone mail jail” – stuck in an endless loop of recordings and button presses, with no human being in sight. But thanks to advancements in voice technology, communicating over the phone has never been faster!
- Softphone Applications. These let your agents answer calls even when they’re out-of-pocket, ensuring your callers don’t get put on hold for no reason.
- Sentiment Analysis. Many hosted phone systems provide free sentiment analysis, giving your agents insight into how a caller feels so the call can be appropriately handled.
- Advanced Call Routing. Customers can be connected to the right agent faster than ever by choosing the right call routes for your business! Most phone systems have multiple options (skills-based, most idle, round-robin, list routing, etc.) so you can meet customers’ needs quickly and prevent agents from being overworked or underused.
Thanks to these features, and better communication strategies, voice is still a crucial part of your customer’s experience. With it, you can connect your customers with a human being that can answer their questions or troubleshoot with them in real time. You can retain loyal customers and increase repeat business by providing that human touch with voice technology.
Voice Technology Humanizes Your Brand & Makes Customers Feel Cared For
We’re not here to talk trash about AI-driven communication. When used correctly, it can be an excellent tool for businesses. But many customers are sick of talking to multiple robots before speaking to a human agent. In fact, over 75% of customers around the world want to interact with human beings more as technology improves – not less. So don’t ditch your phone systems just yet.
A whopping 59% of customers think that companies have forgotten how important the “human element” is to an excellent customer experience.
Voice technology also helps you communicate with people who may not be able to access the internet! After all, they might not own a mobile phone. Or they could own a mobile phone but be stuck with limited capabilities or capped data. What will they do to communicate with you? That’s right – pick up the phone for a quick chat. And when they do, they want to talk to a real person, not a robot. And if they don’t get one, they’ll take their business elsewhere.
If you want to build strong customer relationships, you need to be using voice technology effectively. Make sure you’re using all your features to the fullest. Prioritize agent training, making sure they can provide a positive and engaging customer experience over the phone. Do what it takes to make sure your voice channel is as optimized as your digital ones!
Don’t You…Forget About Voice!
Because sadly, many modern businesses do. Yes, the newest digital communication tools have taken their place. But voice still plays a critical part in building customer connections, converting leads to customers, and bolstering customer relationships! Ignoring its importance could cost you—big time.
Especially since most of your customers still value talking on the phone with a knowledgeable agent! There’s something irreplaceable about verbally troubleshooting a problem with another person. It makes a customer feel seen, heard and supported like nothing else. So, no matter how tempted you may be, don’t let new tech distract you from making the most of your voice technology!
Instead, harness voice to elevate your customer experience and stay ahead of the competition. You won’t regret it!
Speak Up and Stand Out with Yabbit!
Ready to level up your voice technology? Look no further than Yabbit! We’ve got a solution that will give you the voice capabilities you need and the voice-driven results you want. So, what’re you waiting for? Hop to it and contact our friendly, knowledgeable staff because they’re always all-ears, ready and willing to help!