The explosion of technological advances over the past several decades has given businesses a plethora of communication tools at their disposal. From email to social media and instant messaging, a seemingly endless number of tools enable your teams to interact with customers. However, despite voice phone technology remaining a tried-and-true method of communication, particularly for small businesses, it’s still overlooked. Voice remains vital for businesses of all sizes and their customers, and we’ll explore the importance of this technology and some of the benefits it provides.
The Personal Touch of Voice Technology
Voice technology has many advantages, but none more than the personal touch it offers. It’s hard to deny that digital communication tools have simplified our lives and made it simple to connect with customers. Still, most of them lack the human touch, which is a critical aspect of developing strong relationships. A study from LivePerson found that 87 percent of consumers globally prefer brands that connect their interactions across voice and messaging, demonstrating the importance of voice and building personal connections with customers.
Voice is also better when it comes to leads. Phone calls convert revenue 10 to 15 times more than web leads, and caller retention rates are 28 percent higher than web leads. An estimated 41 percent of organizations have increased phone conversion rates by 25 percent or more in the past 12 months, demonstrating the importance of voice phone technology in converting leads to customers and driving sales for businesses.
Much of the customer experience (CX) discussions are centered around non-voice, digital channels, but the truth is the majority of interactions depend on old-fashioned voice. Voice is responsible for improving customer satisfaction and boosting employee productivity, as well as improving sales. In over three-quarters of small businesses, customer interactions start with voice or must be escalated to voice. No matter what technology is developed, most interactions still require logic and empathy of human voice interactions.
Real-Time Communication and Problem-Solving
Voice technology is the most disruptive segment of communications. It’s become far more sophisticated and continues enhancing daily life as it expands into new areas of business management and communications. Voice singlehandedly holds the power to elevate the modern customer experience. A significant advantage of voice phone technology is its ability to provide real-time communication and immediate problem-solving. This is a substantial advantage in a world where instant gratification and quick solutions are highly valued. Real-time communication and instant problem-solving indicates quality for your customers.
Customers who receive fast responses regarding their customer service issues are more likely to remain loyal customers. According to a study released by HubSpot, 90 percent of customers rate an immediate response as important or very important when they have a customer service question. The ability to quickly connect with a real person and receive a resolution to their issue is highly valued by customers, and can lead to increased loyalty and repeat business.
Human Connection and Personalization
It’s common to feel frustrated when you reach an automated response. When reaching out to a business of any size, we yearn for that human connection and personalization to solve our issues. Voice technology allows for effective communication with customers who may not have access to the internet or digital communication tools. A survey by the Pew Research Center found that 92 percent of Americans aged 65 and older own a mobile phone, with many of them relying on voice phone calls as their primary mode of communication. It highlights the importance of businesses catering to this demographic through effective voice-phone communication.
Voice technology enables businesses to provide that human touch for customer interactions and improves efficiency. Human interaction matters now, and 82 percent of consumers in the United States want more of it in the future, making it essential for technology that supports human interaction and works across various platforms. A staggering 59 percent of consumers feel companies have lost touch with the human element of customer experience. These figures demonstrate the importance of businesses training their representatives to provide a positive and engaging customer experience over the phone.
Customer Relationship Management
Customer experience matters because it impacts customer retention, reputation, differentiation, sales, and provides valuable insights into customers’ needs and preferences. Voice technology enables effective customer relationship management and gives businesses an advantage in improving customer experience. The customer must always come first, as a single poor experience could cause them to cut ties with a business. Through effective voice communication, businesses can build strong customer relationships, providing personalized and effective customer service that fosters loyalty and repeat business.
Businesses Shouldn’t Neglect Voice Technology
Today, many businesses are neglecting their voice technology in favor of newer digital communication tools. Unfortunately, by not embracing voice technology, it may be harming your bottom line. Customers continue to value voice communication as their preferred method of interacting with businesses.
The importance of voice technology in the current business environment cannot be overstated. While digital communication tools have their place, voice remains a critical aspect of building personal connections with customers, converting leads to sales, providing real-time problem-solving, and effective customer relationship management. Neglecting voice technology in favor of newer digital communication tools could result in missed opportunities and harm your bottom line. By embracing the power of voice, businesses can provide a human touch that customers crave, build strong customer relationships, and drive repeat business. Your business must prioritize voice in its strategy to enhance the modern customer experience and stay ahead of the competition.
Don’t be a business that neglects voice technology any longer. Reach out to a knowledgeable staff member to learn more about Crexendo®, its cutting-edge voice technology, and the immense benefits it can bring your business today.
