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How Australian businesses can transform customer interaction
Tue, 20th Feb 2024

In today’s dynamic market, customer expectations are evolving rapidly, influenced by global events, social dynamics, and technological breakthroughs. For Australian businesses, adapting to these shifting demands is not just about survival. It’s about fostering loyalty and trust. A key element in this adaptation is offering digital experiences that align with consumer preferences, ranging from live chat to voice communications. For instance, according to Hiver, 63% of consumers prefer live chat as their support communication channel. This preference is primarily due to the immediate response and convenience live chat offers compared to traditional support channels.

Voice Integration as a Strategic Asset
Voice technology, often overlooked, holds immense potential for businesses seeking to enhance customer service and relationship management. Advanced voice solutions offer valuable data and insights, crucial for understanding and responding to customer needs effectively. This effectiveness is not just theoretical. The following brands have demonstrated significant improvements in customer engagement and operational efficiency.

1. Wix Achieves 30% Faster Call Handling
Research indicates that 82% of consumers expect responses within ten minutes. Modern Interactive Voice Response (IVR) systems can significantly reduce this response time. By automating routine inquiries with virtual agents, IVR technology facilitates quick and efficient customer support.

Case in Point: Wix, a leading website-building platform, harnessed a Twilio-powered call centre to streamline their phone support. This initiative enhanced customer experience and optimised operational efficiency, leading to a 30% reduction in call handling time without expanding their support team.

2. Marks & Spencer Transforms Contact Centre with 90% Call Handling Accuracy 
Voice intelligence technologies can transcribe and analyse call recordings, offering critical insights for future customer interactions. This data can identify trends, preferences, and pain points, enabling businesses to tailor their services more effectively.

For example, Marks & Spencer employed voice recognition solutions to modernise their contact centre operations. This innovation transformed their customer routing system, achieving a remarkable 90% accuracy in call handling.

3. Zendesk Delivers Seamless and Efficient Service with Advanced Voice
Integrating voice technology directly into business applications can significantly enhance customer experience. Features like automated call routing, language-specific greetings, and protected personal information during transactions contribute to a smoother, more secure customer journey.

Zendesk, a cloud-based customer service platform, leverages Advanced Voice features to provide real-time, tailored support. From displaying historical call data to enabling “warm transfers,” these tools create a more seamless and efficient experience for customers and agents.

Voice technology offers businesses an opportunity to create customised and memorable customer experiences. By harnessing AI and advanced voice solutions, companies can meet and exceed customer expectations, fostering loyalty and driving business growth.

To learn more about Voice intelligence, please visit here.