previous icon Back to blog
Aug 02, 2021
6 minutes read

Beyond the hype: use voicebots for your customer service

Are voicebots the future of customer service? Many believe so. At the very least, you should consider it. We believe in an omnichannel future of customer service. Make sure you are reachable; on the channels your customers' prefer. In this article, we'll show you why a voicebot can improve your customer service.

Brechtje van Houtum
Brechtje van Houtum,
Content Marketer

When choosing specific customer communication channels, consider both consumer preferences and what works best for your organisation. With the many advanced customer service software solutions available, there is no reason to ignore channels. Do your customers prefer to contact you via Live Chat, WhatsApp, Twitter, or via phone? Make sure you are there! 

Adapt to the Customer  

Do you know your customers and their preferences? The channels and the way of communicating all depend on your customers' preferences. Demographics, industry, or even product or price can have an impact. When buying a car, consumers often prefer a personal consult, while for a pair of new shoes, a chatbot can help. Preferences and expectations also depend on age. For example, Millennials prefer a quick message via Live Chat or a self-service solution, but Baby Boomers prefer to pick up the phone. 

The new generation of customers, Gen Z, is the most tech-savvy audience ever. They keep up with the latest hypes and are connecting with friends and family through multiple channels at once. Video chat and voice capabilities are extremely popular among this target group. A quick voice message via WhatsApp or a quick video call with a friend. Who has time to type anyway? 

Understand your customers' preferences and anticipate and adapt. 

Omnichannel Customer Interaction   

Nowadays, customer interactions cannot be assigned to one channel. With only email and phone as contact options, you are not showing eagerness to help. Embrace an Omnichannel customer service strategy to meet customer expectations. 

But don't underestimate the power of telephony. This traditional channel is still relevant for customer interaction. Omnichannel customer interaction is about offering channels that your customers prefer. Often, one customer is already communicating with you via multiple channels. First, a message via Facebook Messenger, then a phone call to find out more. Do you have insight into customer contact from every communication channel? 

An organisation cannot rely on just one channel. Not only because customer contact often occurs through multiple channels, but also because it is not scalable. 

Customer Expectations Continue to Grow   

Consumers are becoming more demanding; expectations continue to rise. They embrace new technologies at a rapid pace, and companies are expected to do the same. Convenience, personal attention, and fast responses are essential elements of customer service. Are you able to meet those expectations? If not, your customer will go to your competitor.   

Moreover, expectations are very volatile. The COVID-19 pandemic demonstrated this. Priorities change, but so do customer desires and expectations. Consumers started to shop locally or online more, but at the same time, they became more aware of risks and emotions. Companies adapted to these changes by providing more empathetic customer service.    

Conversational Solutions   

Obviously, as an organisation, you have the challenge to meet the needs and expectations of your customers in a scalable way.    

One solution to this challenge is to become ‘conversational’. The channel is secondary, the conversation is paramount. Consider the possibilities of a chatbot. You can use it on every communication channel; on your website, in your app, or via messaging channels. A solution that can handle a large volume of customer queries and provide very fast, contextual, and personal service. Technologies like AI, Machine Learning, and NLP are making conversations better and more personal. Is the bot not able to help? Then the conversation can easily be continued with an employee.    

Best of Both Worlds   

If you combine the characteristics of chatbots and voice, you get yourself a voicebot. With a voicebot, speed, convenience, and, personalisation go hand in hand. The technology of a chatbot, with the personality of a 'voice'. Customer interaction becomes even more dynamic and faster.     

For your customer, it becomes possible to make a quick call. For you, telephony becomes scalable. The voicebot can answer simple questions and transfer the call to a customer service agent where necessary. NLP and speech recognition help the bot to understand more and learn from conversations. Where you used to get a menu when you called the dentist, today's voicebot helps you get the best insurance.



The technology of a voicebot is also called 'Conversational IVR'. Speech Synthesis Markup Language (SSML) helps a speech computer realise the most natural speech possible. This technique tells the bot how sentences should be pronounced, allowing you to improve speech with small adjustments. For example, think about adding a short breath, or emphasising a sentence or word to better convey a message. Service is becoming increasingly human with this bot technology in a scalable way, allowing customers to experience as real a conversation as possible. 

Voice recognition is also becoming more sophisticated. Voice Assistants such as Google Home or Amazon's Alexa are increasingly seen in homes. These smart assistants work with the same technology, converting speech into text. This way they, and the voicebot on the phone, understand what you mean.

5 Reasons to Use Voicebots in Customer Service

Still hesitant about voicebots? We've listed 5 reasons for you to consider Conversational IVR for your customer service.

  1. Accessibility and reachability  
  2. Speed in interactions
  3. Input for technology
  4. Cost savings
  5. Innovation as a competitive advantage

1. Accessibility and Reachability   

In an Omnichannel customer service strategy, telephony cannot be missing in the mix of channels. Every company wants to be reachable by phone. With a voicebot, this becomes possible. As mentioned before, telephony and voice technologies are popular among different target groups. The young Gen Z generation, but also the Baby Boomers and elderly. With a voicebot you make your organisation available to even more people, efficiently.   

2. Speed in Interactions   

Calling is faster than e-mailing or messaging a company. Unfortunately, a traditional phone call often fails to meet consumer expectations. With a voicebot, the interaction with your customer is even faster, as delaying factors no longer play a role. Customer service agents don't have to look up data in various systems; the bot has everything at hand. Your customers no longer have to wait for you to find the answer. Plus, they don't have to navigate to a site, type a message, or press buttons.    

3. Input for Technology   

Bot technology can be used to support service agents, allowing it to learn a lot at the same time. A bot, whether it's a chatbot or a voicebot, can always be easily set up to handle repetitive queries. This relieves your service staff and allows them to focus on more complex customer questions that require more attention.   

When customers talk, they are less cautious and a lot is said. So your bot gets a huge amount of input. Your knowledge base is fed at a high speed and therefore becomes much smarter. The more questions your voicebot gets, the more questions it can answer. The more input, the smarter your bot, the better your service. A win-win situation.   

4. Cost Savings   

With a voicebot, you help more customers in less time, while improving the customer experience. Simple, repetitive questions are answered quickly and effectively. Your customer service agents can focus on customers and questions that require more explanation or attention.    

5. Innovation as a Competitive Advantage   

Service is a differentiating factor in a highly competitive market. By adopting a solution like a voicebot, you are going to make a difference. Your customers and potential customers are not only curious but will appreciate your innovative service.   

A voicebot might sound like a lot of work, but it doesn't have to be. Always try to think one step ahead and keep innovating to make a difference. Remember, your customer is always one step ahead.    

For more information around voicebots, the history of the technology, the benefits and how to get started with your own deployment. Download our guide.

Was this article interesting?
Share it!
Brechtje van Houtum
Brechtje van Houtum,
Content Marketer
logo linkedin icon

As a content marketer, Brechtje is responsible for all content about our SaaS products. Loves to be up-to-date about new technologies and believes in 'customer first'.

Related articles

May 13, 2024 •

Happy clients, happy agents: the platform effect in customer service

As a member of the customer service team, you stand on the frontline of customer interaction every day. In a world where customers demand quick and personalised service, long wait times, impersonal responses, or worse, incorrect answers, can quickly drive a customer away. Your goal, however, is to connect customers with your organisation and deliver the best answers and service possible.

Education Technology
Nov 27, 2023 • Conversational AI

How Generative AI supercharges your customer service

Meeting customers' expectations remains the biggest challenge in service. Speed, convenience, and accurate responses are critical to achieving this. With the power of Generative AI, customer questions can be identified, categorised, and resolved more quickly. Plus, your organisation is continuously fed with data to improve the entire customer journey.

Acquisition and retention in marketing engage platform
Nov 13, 2023 • Conversational AI

Decoding the struggles of acquisition and retention

In life, they say percentages don't matter, but in marketing, they are everything. The customer journey, spanning from acquisition to retention, is a path filled with potential incremental drop-offs at every touchpoint. A confusing experience here, an ill-timed communication there, and suddenly, your conversion rate is plummeting.

Oct 09, 2023 • Chatbots

Chatbots in action, part 3: Facebook Chatbots

In the real world, people use different environments to achieve different goals. They’ll go to brick-and-mortar shops to compare prices and competitors. Visit a showroom to experience products up close. Or schedule a meeting to see a live demo. But is that how it works in the digital world? Yes, it is. The digital world has various environments, too, from websites to messaging channels, social platforms and more.

Oct 02, 2023 • Chatbots

Chatbots in action, part 2: Instagram Chatbots

Every channel where customers interact with a brand offers a different experience. Among the most distinctive is Instagram. Unlike other social media apps, Instagram users scrolling through posts often feel a deeply personal connection with the sources they follow: celebrities, favourite products, and subjects they’re passionate about. It’s a community built on trusting influential people.

Sep 25, 2023 • WhatsApp

Chatbots in action, part 1: WhatsApp Chatbots

Facebook. Instagram. TikTok. There’s a rainbow of social media channels available to customers today. Some are visual; some are about connecting with friends; others are more business-like. But if there’s a single channel that spans communication in all its varieties, it’s Meta-owned WhatsApp.

Sep 18, 2023 • Chatbots

Omnichannel chatbots: create once, offer everywhere

Chatbots spent a decade-plus as a technological sideline: nestling at the corner of websites, roaming the odd FAQ, inviting people to click with a hopeful link. They weren’t a big part of the customer experience. But now – suddenly – they’re everywhere.

Sep 04, 2023 • Chatbots

How AI chatbots can increase sales and reduce costs

With increased consumer and business choice comes increased pressure on sales teams. Now more than ever, it’s vital to ensure leads are qualified and every sales team member is maximising their chances of converting. Equally, cross-selling to existing customers and growing revenue per user is crucial to building incremental revenue. So how can you generate a large volume of leads, qualify them and ensure your team is only going after those leads most likely to convert?

Aug 21, 2023 • Chatbots

How to build a great chatbot experience

Having a chatbot on your website or social channels is a good start. After all, it shows that you care about delivering a great experience to your customers, and you want them to be able to contact you in a way that’s convenient for them. However, if that chatbot doesn’t provide a great customer experience, it can instantly undo much of that goodwill. A chatbot is only as good as the answers it offers. Here are four key chatbot components you need to consider.

Is this region a better fit for you?
close icon