Customer Care Group
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Using Voice to Transform Your Customer Engagement
- May 24, 2019 2:47 pm GMT
This item is part of the Utility Customer Care - Spring 2019, click here for more
The voice revolution is coming. But are energy companies ready?
The short answer is no.
Voice requires the support of new platforms, strategies, and content types. It offers an incredible opportunity for you to actually BE your customers’ trusted advisors—what you continually strive to be. But only if you take action.
So how does it work?
Voice assistants don’t just magically work to integrate your website content into voice-ready content; you have to build the content for voice first, which means you need the tools or platform or code base that will allow you to do that. You also need the expertise to understand what types of questions your customers might ask a voice assistant, so that you can contribute a helpful answer. And, of course, when it comes to customer interaction, you’re not looking for one-and-done questions and responses. You want to build sets of interactions that lead your customers both to the answers they seek and to what is most valuable for you as a brand.
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