Part 1: Voice is dead – long live digital voice

In some sense, the voice channel will always remain, but why do companies force customers to go offline, leaving a digital context, to get assistance via phone and tone selection (IVR)? 60% of all customers who call began their customer journey online. It’s time to introduce Digital Voice!


Companies invest millions in technology that digitizes processes and many of them are very good at it. On the other hand, many are still very traditional and “phone-centric”.

The use of an IVR (integrated voice response) is a way of splitting up the queue, making customer service more efficient. But, an IVR can be frustrating for anyone; press one, tell your question, press twenty-seven, just to get a response to your specific question. It’s also an obstacle for people who speak in dialects or who may not be fluent in the language.

Many of us pass over the IVR and end up talking to a service agent who doesn’t know anything about our customer journey, so once again we must take it from the top.

Digital Voice – Skip the IVR-tree and be ready for the customer!

The big difference between an analogue and digital voice is the possibility of engaging with specific customers when they need assistance. Being able to offer the proper competence and help based on that customers behavior, history and action on your website.

When working with a digital engagement platform you know the customers’ journey on your site. If they’re logged in, you also know their history!

“The difference in ‘taking it from the top’ (IVR) for example, is that a customer’s profile is built based on their behavior, actions and background; a customer profile the service agent can act on.”
Read part 2