In 2011, the game in customer service changed considerably. It was apparent that businesses would soon adopt artificial intelligence in their systems, and they were right when Siri was introduced in the business world. Siri became the precursor of all things “voice powered”, with Amazon Echo and Google Home following suit. Experts excitedly note that by 2020, over 100 million Smartphone users will be using voice-assisted technology.
Millennial consumers, to be specific, are becoming demanding with the technology they use every day. Fast, convenient, and efficient services are the driving forces behind businesses that now evolve and become popular among younger consumers.
According to BrightLocal (2019), over 54 percent use voice search to make food and beverage reservations, 40 percent inquire about a product’s availability, and 46 percent inquire about the price of an item. Two years earlier, one third of 3.5 billion searches on Google were voice-powered.
In addition, 60 percent of mobile search users were always on the go. Hence, consumers took advantage of voice searches not because of a whim, but because they wanted to multitask.
But how essential are these statistics to you?
With greater interest in voice technology comes a projection of advantages that such integration can do for your business. By taking advantage of this technology, you will be individualising experiences for your customers, enhancing data and profile security, along with streamlining conversations.
A voice-powered search is more than just a showcase of new and impressive technology. Everybody multitasks now, and typing on one’s small screen is not only becoming a chore, but it can also lead to small accidents (i.e. phones slipping from one’s grasp).
With a mobile voice strategy, you are helping users find what they need with the littlest effort. Even PWDs can benefit from this technology. They also have greater control over the information they send and receive, with the slightest occasions of sending data to the wrong people.
How Voice Tech Works
A consumer’s voice goes through an automatic speech recognition service that translates or converts voice to text in their applications. The text file is analyzed instantly and a response is sent back to the user.
But voice tech must be elevated to the extent that it gives more value to consumers. You can make use of voice powered searches to enhance your brand, and eventually, gain a huge following. Consumers need to see that as a company, you yourself are responsive to their needs, and by adopting voice technology, you are willing to change their overall user experience.
By 2020, challenges that have beset Alexa, Google Home, Siri, and Amazon Echo will finally be resolved: various accents will be recognised and translated accurately, and background noses will be blocked out.
Voice technology is relatively easy to adopt. It also engages consumers in a new and more interesting way. The question is, are you ready to move this technology to the next level?
Strategies to Apply to your IVR
Most businesses now understand the immense power of voice search. Search behavior is radically changing, and business marketers must adapt to this change, too. You can build on strategies to make your customer service voice-powered and voice-optimized.
Voice optimization works the way search engine optimization does: Voice assistants return the most popular responses to users.
1. Branded vs. Non-branded Voice Search
There are a few risks worth noting: branded search queries are more likely to be searched and gain loyalty. If you are a starting company, competing with these established brands can be quite tricky. Thus, you must know the right information that your consumers will be looking for. Keywords matter even in interactive voice recognition.
Suppose a consumer is looking for a clothing store near the capital, and your company happens to be there. For purposes of discussion, it will be assumed that your store is not a boutique, but a spa near the clothing store. The best way to compete with a branded voice search is to include the keywords “spa nearby [capital]” and allow search indexes to pin that keyword on top of the search. The consumer going to your spa after shopping may be a long shot, but it’s still within the realm of possibility.
Meanwhile, nonbranded search queries may not be converted to sales or customer loyalty right away, but it is often more educational. Responses should be crafted properly so that they end up in the “Answer Box” result. Your key is a strong content. Write a lot of how-to’s and informational topics. Break down your content into bullets and lists.
2. Normal, Conversational Language
One of the technologies integrated in voice search is Natural Language Processing (NLP). The use of conversational language, such as the syntax of questions that average consumers may ask, can help a great deal in leveraging your phone business system. Use voice recognition software that detects the sound of natural, human language.
3. Featured Snippets
Featured snippets appear below the ads in the search box. This information is meant to answer queries quickly. You will find them in Google’s Answer Box. According to studies, featured snippets have better click-through rates (CTR), and can lead more traffic than responses that appear below the answer box.
4. Action Queries
As already evident in the discussion above, responses must be specific and tailored to address the consumers’ needs. Answering action queries made by voice search has better chances of landing on the top of the search index. Even Google has stated that most of the voice searches done on the platform are action queries.
Using the prior example of your company as a spa, an action query could be phrased this way: Where can I (the consumer) get a massage?
This query is better than focusing on “what is the best spa in town?” You can use translation software to formulate accurate scripts and record them through quality technology, along with the help of talented voice actors.
These voice-powered search strategies can definitely help your company have organic traffic, more loyal customers, and more converted sales. The key is to embrace this technology and use it with your target demographic in mind.