A couple of days ago, Daniel Newman, principal analyst of Futurum Research and CEO of Broadsuite Media Group, wrote an insightful piece for Forbes titled: Voice Technology And CRM: A New Partnership? Here at VoiceIQ, we think Daniel is absolutely right, and that’s not just because he spends his time “researching, analyzing and providing the world’s best and brightest companies with insights as to how digital transformation, disruption, innovation and the experience economy are changing how business is done”. However, we also think that there is no question about the partnership between voice and CRM. The partnership is already here, it’s already shaping customer experience, and it’s already got a name. It’s called VoiceIQ.
It’s clear that voice is becoming a big part of all our lives with over 1billion voice-enabled devices sold as of 2018, and now “voice is about to shape marketing and customer experience in big ways”. When looking to the future, “voice engagement needs to be part of every company’s customer relationship strategy”.
But why should you and your company invest in voice? Well Daniel argues that “the true value of voice is that there is so much more data you can mine, including dark and unstructured data that would be impossible to gain any other way”. However, collecting voice data for the sake of collecting data is never going to translate into a meaningful voice strategy. “Data is useless unless you do something with it”.
“Conversation Must Be Followed by Action”
There’s no doubt that an effectively implemented CRM is one of the most powerful tools that any company can possess. However, with renewed customer expectations it has to be “a living, breathing thing that needs to respond automatically to what customers want.” “The reason customers love voice is because it’s instant” but that also means that “customers expect the conversations they have... to be followed by real-life action.”
This is where VoiceIQ comes in. Using cutting-edge NLP (Natural Language Processing) we make ALL your voice data useful and meaningful. VoiceIQ automatically detects important aspects of conversation such as new sales opportunities, complaints, contact detail changes and cross sell opportunities - we call these ‘Bookmarks’. Each Bookmark correlates to a recording and transcription snippet which is used to automatically initiate workflow actions within the CRM. Using the power of voice, we make everyone in your company a CRM expert, without them even trying!
“Conversations are Still the No. 1 Way Customers Want to Communicate”
According to Salesforce (the world’s largest CRM), a whopping 92% of customer interactions occur over the phone. And despite the proliferation of communication technologies, new and old, companies need “to understand that the new fascination with voice and CRM is a clear indication that customers want conversation”.
So when you and your company plan for the future, remember that the partnership between “voice technology and CRM will arm marketing teams with tons of opportunities to get creative”.
And don’t forget to check out VoiceIQ, we think you’ll like what you find...