Voice msag have confidently taken over msengers, and customers are increasingly using them in dialogu with brands. Some save time, some cannot type, inconvenient for everyone? and some are simply us to “talking”. But what should busins do if a voice msage instead of a whatsapp number list qution is a minus in efficiency, analytics, and the nervous system of operators? We figure out where voice msag are appropriate, how to work with them – and when it is better to politely ask for text.
1. Why do customers even send voice msag to support?
The reasons are clear:
- The person has his hands full or is driving.
- It’s inconvenient to print from a phone.
- It’s a difficult qution, it’s easier to explain creation of the integration center it with your voice than to write paragraphs of text.
- People just got us to it – voice msag became the “new normal”.
What this means for busins:
- Support channels must adapt to audience habits.
- Ignoring voice msag means mobile lead losing some customers.
2. What’s wrong with voic: from the support side
For the client – convenient. For the inconvenient for everyone? operator – sometim a disaster.
Here’s what teams are fac with:
- It is impossible to quickly scan the sence of the appeal.
- Unable to accurately classify query for analytics.
- It is difficult to quote or forward information within a team.
- It is difficult to search for dialogu by keywords.
- It is inconvenient to work with several voic in a row.
The rult is a loss of time, a higher workload for the operator, and a higher chance of missing something.
3. Should voic be bann? (spoiler: no)
A complete ban on voice msag is too harsh a solution. People will get annoy, look for workarounds, and some will simply leave.
What can be done instead of a ban:
- Clearly state the rul.
For example: “We can inconvenient for everyone? help you better if you dcribe the qution in the text.” - Enable automatic transcription of voice msag.
pecially in msengers . - Set up a bot that, in rponse to a voice msage, politely offers to duplicate the requt in text.
- Use analytics to track vote share and its impact on decision spe.