Hello strange... or strange. 👀
If you're reading this, you're probably part of Vozy's target audience. Maybe you're even thinking about hiring Vozy. If we're lucky you might even be compatible with our ICP (or, in mortal terms, the kind of industry we generate a lot of value for). In case you're not, that's okay. Anyway, we welcome you to our blog!
For a couple of weeks now, I've been thinking about what it really means to buy a voice — and who really needs Lili.
It's not for everyone. So instead of giving you The thousand reasons why you should buy our product, we want to take this space to give you an honest (unbiased) breakdown of when it makes sense to hire Vozy — and, above all, when it doesn't.
I deeply believe that The majority of customer experience teams that decide to hire Vozy see a profound impact on their metrics. However, if the pandemic has taught me anything, it's that there is a time for everything.
Our goal in this guide is for you to be able to calmly determine if now is the best time to hire Vozy. If it is, perfect — Let's talk. If it's not the time yet, keep reading.
We will avoid you the Elevator Pitch.
1. You're not investing (or don't plan to invest) +USD $30k per month in systems (or people) to improve your customer experience.
I don't understand why talking about money has become such a... uncomfortable issue.
If you're not investing at least $30,000 a year to improve your customer experience, hiring Vozy probably isn't the best option for you right now. And no, we don't want you to spend more money on your user experience (our price is reputed to lower the Opex of user management via voice).
It is for two reasons that, we could say, are related:
First, because evolving conversations requires experimentation.
30 thousand dollars a year is not an arbitrary figure. The investment for each voice assistant is approximately X + the number of calls or attempts you make. Based on our experience, we've found that the minimum value of X should be 30, and X should never represent more than 40% of your customer experience budget.
Second, to make it a little easier, because we don't want you to invest more than 40% of your CX budget on our platform. We also work to have an omnichannel service. We're not interested in ruining you. And just as we wouldn't spend 40% of our budget on a single platform, we want what's best for you.
The price of hiring Vozy is really worth the investment, as long as you have the clients and the willingness to bear the expense of experimentation.
2. You don't have the time (or resources) to treat your voice channels as a channel for experimentation
Do you know that feeling every time you call an airline and they make you wait for about an hour online before you can talk to a customer service agent?
Don't do that to your users with your hotlines.
They deserve better.
Using the same conversation (or the same IVR) for a long time will inevitably create friction with your users. Not only that — you won't be able to handle the volume of calls you need to create a better experience.
In addition, I don't think you'll find much data about the experience of your users within your voice channels with the systems you currently have. They simply aren't equipped with the right technology for it, because they weren't designed with a reporting system in mind. Therefore, modifying the conversations you have to improve them is going to be difficult.
To maintain an adequate conversational flow (i.e., a conversation), we design conversations under the cooperative principle. It states that in order to have a successful conversation, both speakers and listeners must act cooperatively. Paul Grice introduced this idea and divided it into 4 maxims:
- Quality: Say what you think is true.
- Quantity: Give all the necessary information, but no more.
- Relevance: Say what's relevant to the conversation you're having.
- Shape: Try to be clear and explain things in a way that makes sense to others
Now, we understand that all of this can be a little overwhelming. That's why we have a team of Voice User Interface (VUI) design specialists who help us design the best conversations for our customers.
3. You are not interested in the quality of your calls, but rather in the quantity
Let's say you want to impact a vast number of users with the same DFC (Conversational Flowchart) or with the design of a single conversation.
To launch calls that don't add value and do everything possible to make your users uncomfortable with more, more frequent and cheaper calls, our solution probably won't work for you. You can easily do that with the basic tools on the market.
We're not here to tell you what calls with your users should be like; after all, no one knows them better than you. But we can tell you one thing: you don't need a voice assistant platform powered by conversational intelligence to do that.
This is why we believe that quality matters more than quantity: When a customer decides to hire Vozy and starts using their services, it is normal for the number of calls made to increase, and as with any technology involving calls, several calls go unanswered, increasing their CPL (Cost per Call).
This drives customers crazy.
But, over time, they realize that by hiring Vozy they get a better segmentation of their contact base, which means a higher number of quality calls at a lower cost per effective call, even if your cost per call is slightly higher. (Don't believe me? Watch our conversation with Crediorbe)
Each effective call made by a voice assistant allows you to free up a human resource so that, instead of taking that call, you can not only focus on more strategic tasks, but on building more human and close relationships with people.
Measuring the percentage rate of effective calls/volume of calls made is one of the most important metrics for measuring ROI with Vozy before and after using the platform.
In short: If you have a database to contact and it's not segmented or organized in any way, Wouldn't you pay more to find out which of these users are most suitable to be serviced by telephone?
4. You don't think that technology (particularly Artificial Intelligence) serves to accelerate and facilitate repetitive and manual processes
Every customer experience leader (me too, of course) wants to facilitate and automate customer experience processes as much as possible.
If only it were that easy.
Today, 30% of smartphone searches on Google are done through voice, and do you know how many times I've heard on company boards about the importance of having a voice-first strategy?
(In case you're getting the picture, less than 25%. And I talk to 10 leaders a week.)
I'll tell you why this fact is surprising. To drive a transformation within any organization, everything must originate in the culture of those who compose it, and it must be the functional leaders who promote initiatives to reduce bureaucracy and automate as many tasks as possible to generate a positive impact on your business units.
However, if in your company you hear (or say) phrases such as “this is how we have always done things”, or “that process is absolutely necessary to operate the way we are operating”, please stop reading.
I'm not going to lie to you.
Implementing a new technology process is difficult. Implementing a conversational intelligence process involves stepping on several hoses, displacing people, processes and systems that are likely to serve a better purpose in other areas of the organization.
Today tools such as Zapier, Make, Notion and Airtable have shown us that the power of technology can facilitate thousands, if not millions, of processes. However, robotic process automation (or RPA, for friends) and artificial intelligence are technologies that are here to stay.
Thanks to process automation, we have achieved savings of nearly 400,000 dollars a year in different organizations. It's true that change hurts, at least at first, and often we don't know how to approach certain initiatives that pose an obstacle in front of us. Pero As Ryan Holiday rightly puts it, “the obstacle is the path”; once you find a way to face and overcome the challenge, you realize that there really was no other way to do it.
Changing your processes will hurt and be difficult, but in the end it's the people who dare to make risky decisions who leave their mark on organizations.
5. You are looking for a comprehensive tool for your omnichannel strategy
Let's be honest: having everything on a single platform, a single system, a data source... 😍 is a delight.
This is the ideal that most customer experience or marketing managers seek when they have to define the tools they will use to make decisions and manage their workflows; especially when achieving the highest possible productivity and quality is one of their priorities. It is precisely for these types of leaders that niche companies exist. Specializing pays off.
Yes, data integration can be more complicated. Assembling systems around several processes that are disconnected can be a real challenge. We like the vision of service design (Service design, in English), which is a practice carried out in the design teams of several organizations:
Service design improves both user and employee experiences by designing, aligning and optimizing an organization's operations to better support customer journeys.
Sounds like a thing of the future doesn't it?
Well, it's not. Our friends at Nielsen Norman Group did an excellent job consolidating as much information as possible about this (you can check The article here) so we will not go into this topic in depth. However, if there is one thing that we need to highlight from all this, it is that To structure great customer service, you have to be clear that today the customer wants quick, easy answers that don't make them think.
The reality is that you can't have everything in one tool. When you specialize in something, you become an expert in understanding the challenges and problems that many platforms get when they become more generalist.
The reason why at Vozy we are dedicated to developing technologies to understand voice channels in depth is because we are convinced that voice is the most human interface. It's a technology that you don't have to teach your users to use because they've been doing it all their lives, too; and it works. Today, more than half of Latin Americans who use a smartphone They speak to your voice assistants.
We are obsessed with creating new solutions and experiences that make people interact with brands through their voice, without it being a terrible experience.
In addition, we have found that the advantage of having a separate tool is that it allows you to generate larger iterations with your databases, send different conversations, analyze the behavior of your users when you call them and identify patterns with the contacted segments, as long as you find a solution that is fully APIfiCable (i.e., automatable through an API).
6. You're not really that interested in giving your brand a voice
Whether you're excited about designing services or not, you have to be willing to invest time in learning how to best serve your users through a voice channel.
Most companies in the world (including us) have a brand manual with a special voice and tone. Many want to give a voice (like that, with a capital letter) to their brands as quickly as possible.
Each person is different and, therefore, their voice is totally different. All these wonderful ways of intoning and expressing are unique and unrepeatable for each individual. Traditional STTs they are not ready for all ways of speaking. They are usually trained with standard language. This is why our STT is supported by several linguists with knowledge of sociolinguistics.
What we want is to give life to the voice of your brand, to the intonation and the characteristics that will make it unique. As well as your users and every interaction they have with your new voice.
Therefore, we want to give you the best tools for designing voice experiences. Fluid conversations, full of learning that allow you to learn more about the behavior of the people you serve on a daily basis.
Building a project on voice channels can be risky, difficult and particularly complicated to sell within the organization. Nobody will understand why you want to do something like that until you finally have the voice assistant ready to give context to your colleagues about what technology can do for your service and how you can impact the business from the start.
However, if you want to increase the number of SPAM calls to your customers... it's better not to hire Vozy. This will allow you to thoroughly wear out the only channel where you can truly listen to your user.
Your customer service team is having the most important conversations every day.
Are you listening to them?
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