Voice recognition technology is gaining ground at an unprecedented rate. Based on a report from Google, 27% of the global online population uses some form of voice technology on their mobile devices. A few years ago, listening to your favorite music meant trudging to your laptop and waiting patiently while YouTube loaded. Today, all you have to say is ‘Alexa play so and so song’, and you are good to go!
Technology has significantly boosted customer services and lowered brand-to-consumer response times. It has propelled customer service by speeding up communications, driving convenience, maintaining self-serve options, and enabling targeted marketing campaigns.
Customers have become more technologically aware, and thus, they favor digital channels that reduce the need for live agents. Devising an omnichannel strategy is vital to stay afloat amidst the increasing competition.