/ VoIP

Guest Post: Why Tuning Out Your Customers' Voice is a Losing Strategy

Game of Thrones is entering its final season and we've already heard some rumblings about the ending, that would make many die-hard GoT fans devastated. If you have never watched the series, you have definietely missed out, or you have yet to find the time to sit and watch weeks worth of TV. Whatever the case is, it's one of those series with a production value of such a high quality that you would enjoy watching it even if you're not a fan of the genre.

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Now, imagine watching the same series, but with subtitles and the volume muted. How much of the experience would you lose? The atmosphere and understanding of the characters' nuances would be lost to such a degree, that you might as well turn the channel to Bay Watch, where the visuals will be enough for you to get by.

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Similarly, in business, the goal is to be selling an experience, a culture and ideology alongside the product. When was the last time you had such an amazing customer experience from an online chat, or email ticketing system? When was the last time you took a product demo from an online PDF and felt that this is the company you want to go with?

The other day, I participated in a product demo of our predictive dialer platform, initiated for a high value lead by my partner in crime, who has turned demos into a science. While all demos start in pretty much the same way, this one combined both voice and screen share. By the end of the demo, the three of us had such a good time from the conversation and the fun, open culture that we promote, that the lead commented on not only how informative the demo was, but how it was probably the most exciting one he has ever been a part of.

True to the company culture at Deskforce, the non-tangible asset was displayed in all its glory,and the deal sold with a feeling of confidence in our company an product.

Take the same voice channel and apply it to support and customer service, and,with the right people on your team, you transform a potentially stressful touchpoint with your customer, to one that re-enforces your brand and your product.

Over the years, we have seen many companies turn to chat, and,most recently, chatbots, that are not acute enough to always understand the context of the interactions, are incompetent to decipher when users mix two or more languages and generally fail to read between the lines, harming the entire user experience .

Many products try to reproduce the human experience in text and pre-scripted responses. Using text-based communications and outsourcing voice interactions to chat and email can help you scale your operations, but at what cost? is it worth sacrificng the human touch when it comes to communicating with the customer?

Voice, laughter, sarcasm, tone .. all the vocal tools we deploy to project our personalities are sucked into a black hole of emojis and cold verdana fonts.

What we saw in the industry, was a quick blip.. and then a resurgence of voice companies offering API’s, CRM’s integrating with VoIP, and VoIP companies integrating with CRMS and platforms. Voice has never been so strong, and the misconception of phone calls as being yesteryear..are just that-misconceptions. Similarly, Deskforce's solutions also began rapidly pre-integrating into your CRM and platforms, with clever configurations, so that your phone system becomes your competitive advantage.

In short, go ahead and mute your favorite episode of Seinfeld or Game of Thrones and bask in the dull experience, which is parallel to going on a vacation via your friends posts on Instagram. Or embrace voice, and optimise the most natural form of communication your customers are expecting.

This guest post has been written by Dan Leubitz, CTO/ Co-Founder of Deskforce