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With the new wave of Voice, the natural next step is that customer service solutions will start to move beyond simple text-based chats, and go into potentially more voice-based support experiences that could be potentially be assisted by text as well.

This trend is still on the rise, and the key is to make sure to ace the experience early on to avoid any signs of dissatisfaction from users, especially since first impressions with solutions like these will be a key component to building more loyal customers. 

Let these tips be the outline for better support experiences with Voice. Let’s dig in.

Be Specific with Instructions.

When it comes to chatbots, it can be a lot easier to grasp for a majority of online shoppers/service users to ask for help and navigate a conversational interface. When it comes to voice, methods are not as consistent or standard, and most users will tackle and think about the way they try to use a voice skill in different ways. It’s simply good practice to make sure to establish how to use a support experience with as much detail as possible, but also in a way as to not confuse a customer.

As we move into the future of how people interact with Voice skills, there could be a nice chance of a shift where users feel more comfortable with how they’re talking with a voice assistant. But, for now, there needs to be an emphasis on the mindset that a lot of customers are looking at voice as a new and experimental piece of technology that they have yet to feel natural with.

Prepare for No Direct Handovers (Yet).

One thing that will be dramatically different is that, with current voice solutions, doing support handovers are quite difficult to do and can, and with that, error handling needs to be a lot more focused on. The possibility that a user might bring up an edge case should not be something that should be ignored, and, different opportunities can still be taken advantage of in order to compensate for the lack of this feature in Voice Skills at times.

A top way to prepare is to make sure to properly direct and explain what a customer could do if they need more advanced help. This might simply being able to understand when a user is asking a question outside of the skill’s scope and presenting the user with a phone number or an email to reach out to, rather than a simple “I can’t understand” message. It doesn’t have to be long and dramatic, but it should make the customer feel like they’re at least allowed to move forward in a direction of some sort rather than nothing at all.

Visualize with Words.

While multi-modal Echos and Google Homes are becoming more popular, it’s safe to say that these are still in the minority of hardware voice solutions, and creating experiences with companion screens may not be worth the trouble just yet. The idea of having a screen to go along with every voice experience is becoming more popular as new hardware models come out, but even relying on the user to be super engaged at all points of the process is something to be considered as well.

Instead of thinking too far ahead, the focus should on creating a dialogue that flows to give a user a good mental image of what they’re looking and highlighting details that are relevant to their support experience. Something like:

“The product you are looking to return is the purple dress that was priced at $50 and was part of the summer collection, is that correct?”

Without even a few details missing, a user can get lost and end up becoming frustrated, or even annoyed with their experience, and naturally, it can become very easy to lost loyalty from even the most loyal and active purchasing customers.


With these tips in mind, the next step is to start piloting and start scripting these experiences. In the coming weeks, we will be publishing more guides that can help you handle different elements of the support process that might be coming to voice more and more in 2019. Keep up with updates through our emails and our Twitter account @Botmock.

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