{"id":21577,"date":"2022-10-16T13:49:22","date_gmt":"2022-10-16T20:49:22","guid":{"rendered":"https:\/\/voice123.com\/blog\/?p=21577"},"modified":"2022-12-08T01:15:53","modified_gmt":"2022-12-08T09:15:53","slug":"be-honest-how-good-is-your-customer-service","status":"publish","type":"post","link":"https:\/\/voice123.com\/blog\/marketing-trends-tactics\/be-honest-how-good-is-your-customer-service\/","title":{"rendered":"Be honest: how good is your customer service?"},"content":{"rendered":"\n<p class=\"has-drop-cap\">Make no mistake: it\u2019s the lifeline of your business, or a 1-star stain left on your Yelp profile. So, be honest: how good is your <a href=\"https:\/\/voice123.com\/blog\/voice123\/customer-service-voice-overs\/\">customer service<\/a> offering? Sure, you know customer service matters; it&#8217;s always mattered. In short, the customer service you provide determines whether or not <em>potential<\/em> customers are going to become <em>actual <\/em>customers. It also determines whether <em>current<\/em> customers will become <em>recurring<\/em> customers.<\/p>\n\n\n\n<figure class=\"wp-block-image alignright size-large is-resized\"><img fetchpriority=\"high\" decoding=\"async\" src=\"data:image\/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==\" alt=\"Customer service offering\" class=\"wp-image-20331 lazyload\" width=\"394\" height=\"259\" data-src=\"https:\/\/voice123.com\/blog\/wp-content\/uploads\/2020\/08\/shutterstock_234387538.jpg\"><figcaption>Image: Shutterstock<\/figcaption><\/figure>\n\n\n\n<p>According to <a href=\"https:\/\/www.entrepreneur.com\/article\/284799\">Entrepreneur.com<\/a>:<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>It costs about 5 times more to attract a new customer than to retain an old one<\/li><\/ul>\n\n\n\n<ul class=\"wp-block-list\"><li>An existing customer is more likely to buy a product or service than a new one<\/li><\/ul>\n\n\n\n<ul class=\"wp-block-list\"><li>The word-of-mouth advertising from good customer service is invaluable<\/li><\/ul>\n\n\n\n<p>Beyond an excellent product or service, it\u2019s super important to get customer service right, but: it can be a big investment. It takes time, humility, training, structure and a willingness to provide a satisfying customer-service experience. And failing to provide a good experience can be devastating for a business.<\/p>\n\n\n\n<p>With AI-driven vocal interaction, awful customer service can be avoided. How? <\/p>\n\n\n\n<p>By solving some of the most common customer-service mistakes. Let\u2019s take a look:<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Not being available<\/strong><\/h2>\n\n\n\n<p>On average, <a href=\"https:\/\/hbr.org\/2019\/02\/why-is-customer-service-so-bad-because-its-profitable\">Americans spend 13 hours per year in a line for a call<\/a>. A third of resolutions take more than one call, and some people give up after the first call. While not being available is a way to save money (they can\u2019t get a refund if you don\u2019t pick up the phone), it\u2019s a mistake in the long run. When you aren\u2019t available for customers, your brand value drops, you lose customers, and set yourself up for failure.<\/p>\n\n\n\n<p>The solution is obvious. Be available for your customers, all the time. Just kidding. We know it\u2019s difficult for you to be available all the time. But it\u2019s not difficult when you have AI-driven vocal interaction. <\/p>\n\n\n\n<p>As a quick aside, AI-driven customer service isn\u2019t the same as chatbots. Chatbots and voicebots take care of some preliminary work, answer a few queries, and direct customers to resources where they can find answers.&nbsp;But they don\u2019t give a full customer service experience. And more often than not, they leave customers wanting to speak with a live agent.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>The example of IBM<\/strong><\/h2>\n\n\n\n<p>Here\u2019s the mix-up. AI-driven vocal interaction like IBM\u2019s <a href=\"https:\/\/www.ibm.com\/blogs\/watson\/2018\/09\/announcing-the-ai-solution-with-voice-for-contact-centers\/#:~:text=Customer%20Care%20Voice%20Agent%20is,and%20Watson%20Text%20to%20Speech.\">Customer Care Voice Agent<\/a> allows customers to have natural conversations with an AI agent. No buttons, no prompts, and no guessing which keywords to use so that the bot will understand.<\/p>\n\n\n\n<p>Creating always-available customer service using AI voice agents can be a powerful business move, especially if it\u2019s on par with real human interaction. It can provide that much-needed connection between you and your customer, without you having to be there.<\/p>\n\n\n\n<p>One thing to consider \u2014 AI-driven vocal interaction will never be the same as human interaction. Ultimately, you can empathize, and AI can\u2019t. You can adjust and adapt to no end, while AI can\u2019t.<\/p>\n\n\n\n<p>So at some point, a niche issue may come up, and you will have to step in. In the end, a skilled human will still be better than an AI. But having an AI voice as an integral part of your customer service offering is still an improvement over never servicing your customers!<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Failing to solve a problem quickly<\/strong><\/h2>\n\n\n\n<figure class=\"wp-block-image alignright size-large is-resized\"><img decoding=\"async\" src=\"data:image\/gif;base64,R0lGODlhAQABAAAAACH5BAEKAAEALAAAAAABAAEAAAICTAEAOw==\" alt=\"Customer service offering\" class=\"wp-image-20334 lazyload\" width=\"308\" height=\"339\" data-src=\"https:\/\/voice123.com\/blog\/wp-content\/uploads\/2020\/08\/shutterstock_60190681.jpg\"><figcaption>Image: Shutterstock<\/figcaption><\/figure>\n\n\n\n<p><a href=\"https:\/\/www.usatoday.com\/story\/tech\/talkingtech\/2018\/05\/23\/woman-charged-7-000-toilet-paper-amazon-refunded-2-months-later\/637442002\/\">In 2018<\/a>, a woman bought a few toilet paper rolls on Amazon, and was charged over $7,000 for shipping. After 2 months, a lot of calls, and emails to Jeff Bezos himself, she was finally refunded. Imagine letting a customer build up frustration for 2 months. It\u2019s kind of scary \u2014 who knows what that will do to a business\u2019 reputation.<\/p>\n\n\n\n<p>Now, certainly you\u2019re not going to take $7,000 from a customer and not give it back for 2 months; this was a rare customer-service horror story.&nbsp;But in any customer-service situation, the longer you make the customer wait, the less valuable you and your company becomes.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Considering Artificial Intelligence?<\/strong><\/h2>\n\n\n\n<p>Meanwhile, <a href=\"https:\/\/voice123.com\/blog\/voice123\/ai-voices-are-good-for-the-industry\/\">AI-driven vocal interaction <\/a>can deliver instantly. If you\u2019ve used AI voice agents like Alexa, Siri, or Google Assistant, you know what I\u2019m talking about. In fact, people are starting to <a href=\"https:\/\/becominghuman.ai\/enabling-more-natural-and-efficient-interaction-with-voice-ai-53483bc94817\">prefer voice AI interactions<\/a>.&nbsp;<\/p>\n\n\n\n<p>While voice AI can act instantly, it can\u2019t always solve your problems. Unless the AI is set up well with your business, customers may become frustrated when they talk to an AI voice agent that can\u2019t resolve an issue.<\/p>\n\n\n\n<p>Still, it\u2019s important to make the customers feel understood and valued, and give them the impression that you\u2019re working as quickly as you can to solve their problem. Having an AI-driven voice agent that sounds human can be the first step in making that impression.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Final thoughts on customer service<\/strong><\/h2>\n\n\n\n<p>These customer service mistakes are classics \u2014 but not in a good way. The reality is, great customer service can be hard to provide, while still being crucial for your success. In order to fill these customer-service gaps, you may see that AI-driven vocal interaction might be a way for you to start providing <a href=\"https:\/\/voice123.com\/blog\/voice123\/ai-voices-are-good-for-the-industry\/\">better service<\/a>. AI voice agents can be there when you\u2019re unavailable, can act quickly, and can still provide personalized experiences.<\/p>\n\n\n\n<p>Have you seen the way <a href=\"https:\/\/www.youtube.com\/watch?v=lXUQ-DdSDoE\">Google Duplex<\/a>, a voice AI, speaks and handles the nuances of the demonstrated conversations? The conversations are shockingly&#8230;. human. AI voices needn\u2019t sound robotic or boring. And with the way they\u2019re performing now, they might help you avoid these common customer service mistakes. In fact, <a href=\"https:\/\/replyco.com\/brainery\/25-customer-service-rules\/\">Replyco.com<\/a> has a superb list of 25 rules for great customer service that is worth bookmarking for future reference. Ultimately, customers rule and customer service is a key differentiator!<\/p>\n\n\n\n<p>Last but not least, remember <a href=\"https:\/\/voice123.com\/search?service=voice_over&amp;utm_source=voicetalks&amp;utm_medium=cta-popup&amp;utm_campaign=sign-ups&amp;utm_content=eoa-search\">Voice123<\/a> has just the right voice actor for you if you&#8217;re considering an <a href=\"https:\/\/voice123.com\/blog\/how-to\/hiring-a-voice-actor-for-interactive-voice-response-ivr\/\">interactive voice response (IVR)<\/a> service for your company&#8217;s customer service offering!<\/p>\n\n\n\n<div class=\"wp-block-buttons is-layout-flex wp-block-buttons-is-layout-flex\">\n<div class=\"wp-block-button aligncenter\"><a class=\"wp-block-button__link has-background\" href=\"https:\/\/voice123.com\/post?utm_source=voicetalks&amp;utm_medium=cta-popup&amp;utm_campaign=sign-ups&amp;utm_content=eoa-project\" style=\"background-color:#0086c3\" target=\"_blank\" rel=\"noreferrer noopener\">POST A PROJECT<\/a><\/div>\n<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Make no mistake: it\u2019s the lifeline of your business, or a 1-star stain left on your Yelp profile. So, be honest: how good is your customer service offering? Sure, you know customer service matters; it&#8217;s always mattered. In short, the customer service you provide determines whether or not potential customers are going to become actual &hellip;<\/p>\n<p class=\"read-more\"> <a class=\"\" href=\"https:\/\/voice123.com\/blog\/marketing-trends-tactics\/be-honest-how-good-is-your-customer-service\/\"> <span class=\"screen-reader-text\">Be honest: how good is your customer service?<\/span> Read More &raquo;<\/a><\/p>\n","protected":false},"author":45,"featured_media":20325,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","site-sidebar-layout":"default","site-content-layout":"default","ast-global-header-display":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","footnotes":""},"categories":[1378],"tags":[220,1041,2,4,13],"class_list":["post-21577","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-marketing-trends-tactics","tag-customer-service","tag-customer-service-mistakes","tag-voice-actor","tag-voice-over","tag-voice123"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.0 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Be honest: how good is your customer service? - Voice123<\/title>\n<meta name=\"description\" content=\"It&#039;s the lifeline of your business, or a 1-star stain left on your Yelp profile. So, be honest: how good is your customer service offering?\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/voice123.com\/blog\/marketing-trends-tactics\/be-honest-how-good-is-your-customer-service\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Be honest: how good is your customer service? - Voice123\" \/>\n<meta property=\"og:description\" content=\"It&#039;s the lifeline of your business, or a 1-star stain left on your Yelp profile. 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