voice in customer relations

Why is voice still the preferred channel for customer relations?

In the midst of the digital revolution, one might have expected digital channels to dethrone voice. But emails, apps, SMS and chat rooms are not the only ones: voice is still the preferred interaction of customer service users and even if companies try to minimize its use, it still has a great future ahead of it. And this for very simple reasons: let's find out what they are...

The voice, a vector of quality...

If many channels are now replacing voice in customer relations, what about the "customer experience"? The notions ofexcellence and quality are certainly not the predominant ones, even if the problem raised by the customer has been resolved. According to a study conducted by theCustomer Services Observatory In 2019, the telephone is the most used communication channel, ahead of e-mail and instant messaging tools. A historic and still popular communication channel, the telephone exchange remains the most used in the context of customer relations (61% in 2017!) even if it continues to decline for cost reasons. And if it is so popular, it is because it is considered to be more qualitative: the immediacy of the conversation allows the customer to avoid the delay of an email or the approximation of a phone call. chatbot. The voice channel provides a rapid response and channels a customer who is expressing himself "on the spot", thus making it possible to strengthen and improve customer knowledge.

The voice, a vector of emotions...

Beyond an exchange tinged with immediacy, reactivity and quality, the voice is also a vector ofemotions: modulations, intonations, inflections and tonality mean that we deliver words... But not only that!
The voice also delivers a prosody, a melody, even a harmony (!) which can be decisive at certain stages of the relationship with the client: when, for example, the client needs to be put at ease, when a case needs to be closed, or when a crisis situation needs to be defused... In short, at all the "key" moments in the client's journey.
The emotions conveyed by the voice are implicit elements of information which can either confirm, contradict or qualify the words spoken or heard. Thus, an advisor worthy of the name will be able to perceive, by listening to his client, the extent to which the latter is tense or angry. He will then adapt his speech by using his emotional intelligence in order to manage the exchange as well as possible... The voice is indeed the channel that best allows this reactivity and adaptability! 

And to better understand the usefulness of voice in customer relations, read our detailed white paper on conversational assistants. Welcome to the era of the royal voice!

Update of the article: 03 November 2021

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