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Customers Still Want to Talk to a Human Being

The rise of the internet has introduced limitless possibilities to communicate with your customers. Having various online channels and tracking software, companies can use data to improve the consumer’s experience. Many businesses have implemented these digital strategies for the benefit of both their organization and the consumer, but it is important to remember that communicating by voice is faster, easier, and more effective than an automated response machine. Calling a business directly is the consumer preference over filling out a form online or talking to an artificial intelligence assistant bot.

voice communication, customers still want to talk to a human being

The Rise of Voice Communication

Businesses have a lot to gain by participating in voice communication via artificial intelligence assistants such as Alexa, Siri, and Google Assistant. The recorded conversation allows companies to better understand customers and their needs. The data collected from these voice interactions collectively generate more than $1 trillion of commerce.

Although these methods are becoming increasingly common in everyday life, human conversation is ultimately the primary way people make large purchases and emotional decisions. Businesses are missing out on potential revenue when they make it impossible for the customer to speak with a human or even find a phone number to call. Not to mention the numerous frustrating experiences with AI bots when you finally connect on the phone.

Customer First

With the introduction of “click-to-call” features making it easy to call a business for information and purchases, voice communication will become the dominant way that people consume information and interact with brands. However, even the best marketing campaigns can fail if they do not invest in their customer phone call and voice experience. Brand executives need to create a plan to provide the most consumer friendly way to integrate voice communication while maximizing the benefits and potential revenue from voice data. Remember, customers still want to talk to a human being!

Learn about more ways AI can improve your consumer experience. Check out our blog post on Using Social Media to Strengthen Customer Trust.

Source: Harvard Business Review