There are situations in which the voice is truly the bt way to communicate:
- The client dcrib a technical problem that is difficult to convey in words .
- This is an appeal from really work the Tier-1 segment , where maximum comfort and no rtrictions are important.
- The client writ on the go, from his phone , and special lead at the moment simply cannot type.
In the cas, it is important not to rist, but to adapt the procs of procsing such requts . For example, listen, structure manually or translate into text.
How to formalize the procs: a short checklist really work
Write down the rul for working with voice msag within the team
Add a recommendation to write text directly in the auto-reply or welcome msage
Use automatic transcription if the share how does google ads work? of voice msag is high
In chats with recurring requts, offer the client a template or quick buttons
Collect analytics: do voice msag affect CSAT, procsing spe, FCR
Conclusion: Voic in support are already a reality
If you work in msengers , voice msag are part of the game. They cannot be ignor, but accepting them without control is also a bad strategy.
B2C segment, young audience, mobile users — in really work the cas, voice msag will grow. This means that busins ne to accept them as part of customer behavior and build procs that take this behavior into account .
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See also:
- The Customer Journey in Support: How mobile lead Not to Ruin the Imprsion of the Entire Busins
- How not to piss off customers: 5 rul for normal support
- How AI Can Boost Sal in Chats, Not Just Answer Qutions
What can be done instead of a ban:
- Clearly state the rules.
For example: “We can help you better if you describe the question in the text.” - Enable automatic transcription of voice messages.
Especially in messengers . - Set up a bot that, in response to a voice message, politely offers to duplicate the request in text.
- Use analytics to track vote share and its impact on decision speed.