Naturally, speaking (i.e the use of voice) is the most reliable means of communication. Other means, including writing, drawings, video directives, etc, also work to disseminate information, but are not as effective as the use of voice in the distribution of information. This is why voice-based communication is the most utilised and common means of communication for service providers, as it significantly improves the quality of communication between them and their customers. Especially for resolving complex issues and providing guides, voice-based communication can improve support quality by 75%, making it a wise choice for customer centric service providers.
In our article today, we shall explain the concept of voice-based support, identifying the benefits it provides, as well as how support agents can be trained to be effective in handling voice-based support tools and mediums.
Voice-based support is a fundamental aspect of customer service that involves the use of voice communication to entertain and address customer inquiries, issues, and needs. For service providers, this refers to the use of voice recognition and artificial intelligence technologies to assist customers through spoken interactions, usage directions, and issue resolution . This approach leverages advancements in natural language processing (NLP) and machine learning to understand and respond to each customer’s interaction, providing information, and performing tasks traditionally handled by human agents.
The application of voice-based support spans across various sectors of operations. In customer service, it can be used to handle common inquiries, troubleshooting, and account management tasks, freeing human agents to focus on more complex issues. For technical support, it can provide guided troubleshooting for technical issues, accessing knowledge bases and user manuals to offer accurate solutions. In sales and marketing, it could also assist with product information, promotions, and upselling, engaging customers through personalised recommendations sessions. In healthcare, applications include appointment scheduling, prescription refills, and the provision of basic medical information, enhancing patient engagement and compliance. In finance and banking, it manages account inquiries, transactions, and financial advice, improving security through voice biometrics for authentication.
The benefits of voice-based support are numerous. Its 24/7 availability, providing round-the-clock support provides a foundation for support agents to even perform better, as they can leverage this automation process to do their duties better. Let us consider some of these benefits and how organisations may leverage them.
The benefits of leveraging automated voice-based interactive tools in support systems provides a crucial pillar for upholding customer satisfaction, and for the organisation to enjoy maximised efficiency of their support teams. When used correctly, it can deflate support teams' work rate by up to 50%, as 75% or first contact issues can be resolved by bots.
Hence, with automated voice systems, customers can receive instant responses to their inquiries in less time than they would, if only human agents had to communicate with them. This leads to great improvement in resolution rate, as users do not have to wait for longer before their problems are resolved.
With accurate personalization strategies, the automation tools can be trained to communicate with a personal touch to each customer, making interactions convey empathy and build a stronger emotional connection with them. It can also easily adopt multiple languages, enhancing accessibility for global customers, and breaking down language barriers without the actual need for a multilingual staff.
And for complex issues, voice support is ideal for routing complex or sensitive issues that may require detailed explanations to human agents, and executing the back-and-forth communication with end users. This improved data analysis, as agents can also use them to obtain better insights into customer needs and behaviour, while interacting with them..
All of these lead to increased customer satisfaction, as they are provided with personalised immediate assistance with accurate information. Scalability is another key benefit, as these systems can handle a large volume of interactions simultaneously, reducing the need for scaling human support staff during peak times. Additionally, voice-based support reduces operational costs associated with hiring and training human agents, lowers the cost per interaction, and provides uniform responses, ensuring accurate information delivery.
Without agent training and development, the automation systems would be of no use. This is because these systems are only to serve as tools to improve the functionality of the support team. Hence, the need for effective strategies to ensure that agents are aware of how to utilise the tools to augment their operations.
The initial training on tool familiarity is needed. Agents are to undergo comprehensive onboarding training that covers product knowledge, tool utilisation, and utilisation techniques. This is usually an ongoing process where continuous training programs are used to keep agents updated on new products, services, and customer service best practices.
After tool familiarisation, knowledge on technological utilisation should come next. Agents should, in practice, be familiar with directing the operations of the system to ensure its functionality. Very often, agents are also needed to monitor the operations and communication between these automated systems. Therefore, they need to not just be able to identify system segments and tools, but also know how to utilise them to create an operational system.
Effective quality assurance policies should also be implemented to monitor and gather feedback of the operations of the agents. Regularly organising surveys to collect feedback from customers helps to gauge performance satisfactory levels, and identify areas for improvement. KPIs such as First Call Resolution (FCR), Average Handle Time (AHT), and Customer Satisfaction Score (CSAT) are important to highlight the impact of their strategy. Agents must also be educated on de-escalation techniques that function when communication automation may occur. Such training equips agents with knowledge on how to diffuse complex situations or irate customers calmly and effectively, to prevent customer loss.
Automated voice support systems significantly enhance traditional voice support by handling high call volumes, providing 24/7 service, and improving First Contact Resolution (FCR). These systems can reduce customer service costs by up to 40%, according to McKinsey, and increase customer satisfaction by offering personalised interactions and multilingual support. For instance, IBM reports a 70% reduction in call, chat, and email inquiries for businesses using AI-driven solutions. Additionally, automated systems can scale easily to meet growing demands without significant additional costs, ensuring consistent service and efficient use of human resources.
In conclusion, integrating automated voice support with traditional support methods leads to a more efficient, cost-effective, and satisfying customer service experience. By implementing a tiered support model, ensuring seamless handoffs, and continuously improving the system based on feedback, businesses can optimise their support capabilities. This strategic integration not only enhances customer satisfaction and loyalty but also allows human agents to focus on more complex issues, ultimately driving better service outcomes and operational efficiency.
