The voice of reassurance
Mar 30, 2020
As the Coronavirus pandemic continues to alter the way people live and work all across the world, interactions between businesses and their customers have drastically changed – with face-to-face contact at a minimum. But despite the measures in place, a personalised experience doesn’t have to be lost – and voice is key to making every interaction feel like a personal one.
Strengthening your identity
Now more than ever before, caller experience is king. Customers in their masses are picking up the phone to get the answers they need, so it’s important the first voice they hear is one that reflects everything your business is built on. Gender, age, tone and accent are all factors that brands should consider when choosing their voice, as they greatly contribute to how a customer responds to a message. People are looking to form and strengthen their connections with businesses as we navigate these uncertain times together, and a voice that feels familiar could be the key to establishing a bond that’ll continue long after normal life resumes.
Keeping callers calm
Making sure your message is delivered in the right way is just as essential as the voice itself. The vast majority of people will be calling companies looking for information about how COVID-19 may alter the way they’ve previously done business – including opening hours, ordering and product accessibility – and it’s likely to be a time of heightened stress. But if a caller is greeted with a calm, measured and reassuring tone, they’ll not only feel more relaxed, but will also get a sense that they’re working with a company that has things under control.
It’s a time to bring your customers honesty, clarity and support – and making use of the valuable time they spend on-hold will deliver all three. So think carefully about not only what you want to say – but how you want to say it - and ensure your caller experience is the best it can possibly be.