At InMoment, we believe that interacting or listening to your customer shouldn’t just take place at a single point; we believe that you should be listening to your customer whenever, wherever, and however they reach out to you. Because this is such a core belief of ours, we are always looking for new, valuable, and relevant ways for you to collect feedback.
In the recent history of customer experience (CX), speech-to-text has been a favorite talking point when it comes to giving your customers options. Speech-to-text is also known as automated speech transcription, or technology that automatically recognizes digitized speech wavelengths and then converts that speech to text. While this tech is great for translating comments that can then be run through text analytics, there’s a new player on the scene of CX feedback.
Voice feedback takes speech-to-text a level deeper, using AI to analyze a recording of a customer’s actual speech—and all of the detail that comes along with it. Also known as speech analysis, this technology is able to recognize customer tone, pitch, and volume to determine customer sentiment and emotion.
Essentially, voice feedback takes traditional text and speech-to-text feedback to the next level. Need more reasons why? Here are three specific ways that voice can enhance your CX feedback!
There’s a reason why you shouldn’t have high-stakes or emotional conversations via text message: there are some things that just don’t translate in a text. The closest you can get to a change in tone is using ALL CAPS, and we all know that just makes it seem like you’re yelling at someone. When you analyze voice feedback, you aren’t missing out on those emotional indicators like tone, pitch, and volume. This gives a customer’s words emotional context, which in turn gives you much more data on how that customer is actually feeling (and as we all know, richer data means richer intelligence).
Convenient for Customers
Your customers are busy people, so it’s best that you give them feedback opportunities that fit easily into their daily routines. Traditional text or even speech-to-text is much more time consuming, requiring customers to type in or speak slowly and clearly in order for their comment to be translated correctly. Voice feedback gives them the ability to multitask and be completely hands-free when giving feedback. For instance, if you are using voice in a post-service survey at an auto shop, your customer can leave you feedback on their drive home. It’s quick, convenient, and doesn’t require your customer to set aside time to complete a survey.
Voice feedback is also compatible with the technological must-haves of today: voice assistants. To give you an idea of how many people will be able to leave you feedback via the Amazon’s Alexa, Apple’s Siri, Google Now, and Microsoft’s Cortana, here are some stats:
- In 2016, one of these devices existed in 4% of American households.
- In 2017, that number has grown almost 130%.
- Apple’s Siri handles over 2 billion commands a week.
- 20% of Google searches on Android-powered handsets are input by voice.
From these numbers, it’s clear that voice assistants are becoming a staple in your customers’ households. By equipping your CX program with voice analytic capabilities, you are giving your customers an opportunity to interact with you using a device that consumers are clearly excited about. Even better, they can leave you feedback handsfree and from their living room.
Of all the technologies to be excited about, voice feedback is definitely toward the top of the list. With the ability to provide better data and a more convenient, technologically advanced way to interact with customers, it has the ability to revolutionize the way you collect feedback and the quality of that feedback. Sounds pretty good, doesn’t it?
To learn more about the technology that can help you interact with your customers whenever, wherever, and however, schedule a demo with an InMoment CX Strategist today!