How Does Voice Technology Help Consumers Interact With Your Business?

Posted 11.12.2020

By Annabel Thomas

Voice technology such as Alexa, Cortana and Siri are changing the way we use the internet, our online shopping habits and how we interact with brands. A huge 20% of Google searches on mobile are done through voice and this is only expected to increase. As searches become more accurate and users increase in numbers, the world of shopping is set to change. It is estimated that voice based shopping is expected to reach $40 billion in 2022 and that grocery shopping could account for more than 20% of voice-based shopping orders. We’ve already discussed how to create the right content and optimisations for voice on your website, so check out our article if you need any tips. This post is going to look at how voice technology helps consumers interact with your business. 

Benefits of voice to consumers

Improved customer journey

Using voice technology creates a seamless and unique customer journey that can harness brand loyalty. Voices easy integration across a range of platforms and devices helps to create a smooth customer journey, resulting in higher levels of customer satisfaction.  For example, Santander launched a voice recognition security feature for their banking services. This benefited their users by making the journey to access their banking information quicker, more secure and simpler. 

Highly personalised interactions

Something that voice technology provides above anything else is a high level of personalisation. Before voice, chatbots were the answer to personalised business responses. However, with the emergence of voice technology, you can have an even greater level of personalisation with your customers. For example, let’s say you frequently order a margherita pizza and garlic bread at your favourite pizza takeaway restaurant via a voice platform. The technology is able to recognise your voice and therefore your typical order preferences to offer you an easy one step re-order process. 

Quicker Interactions

Voice searches take far less time than any text-based searches. It is much easier and quicker to search queries, products or information through voice, which is why it has become a popular and growing technology. Voice is a convenient option for busy consumers, who expect instant information and products when searching and interacting with brands.

We live in a world of instant gratification, where we expect our Uber to arrive immediately, our Deliveroo order to be delivered now and our Amazon package to arrive within 24 hours! Brands need to keep up with the ever-increasing demand of consumers. Uber, for example, has launched a voice controlled ordering system that allows you to book your ride through your Google Assistant. 

High AI Compatibility

Artificial intelligence is a huge technology that is redefining the way that many businesses operate. Voice technologies are highly compatible with AI, and they are both set to transform many industries in years to come. So by incorporating both voice and AI into your business, you can dramatically improve your customer experience.

Not just B2C

Voice technology doesn’t just benefit B2C businesses, if you are selling directly to businesses, voice can benefit you hugely too. For example, Salesforce is on the cusp of launching their new voice platform called Einstein, it will help businesses make notes, transcribe meetings, track sales and log them back into salesforce. 

Whether you are in the food, healthcare or finance industry, voice technology can transform your business. If you need any help with all things voice and how you can integrate technologies into your business, get in touch with us today. 

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