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IVR Featured Article

Mobile Voice Puts Your Customers First

September 06, 2012

Today, mobile devices are an essential platform for businesses because they enable new and improved customer interaction. Recently, Goldman-Sachs reported that by 2014, mobile traffic to websites will exceed desktop traffic and by 2015, 81 percent of U.S. cell phone users will have smartphones.

Every day, customers are spending more time on mobile devices, so they expect that companies offer efficient mobile customer support. As customer service professionals figure out what mobile customer support tools are the best for their business, they must deal with the challenge of how to ensure these tools put customers first.

Defining the customer experience (CX) is key among customer care professionals. Some may argue that the customer’s digital interactions and perceptions of a company are most important, while some value the personalized customer experience the most.

With a mission of putting CX first, Apple’s (News - Alert) Siri has created the pathway for the next frontier in mobile apps is mobile voice, letting users utilize apps in settings like while driving a car. Instead of going through a long list menu options, a user can easily say what they are looking for and the app produces the information. 

Just recently, Angel, a provider of mid-market and enterprise focused, cloud-based customer experience solutions, has released a product called Lexee, a solution that allows brands to voice-enable their mobile app. With more than one billion mobile applications downloaded each month, Lexee provides businesses a voice activated iOS or Android (News - Alert) mobile solution for customers. Lexee tracks the impact of mobile solutions with analytics, and empowers users to be more productive while on-the-go.

“Lexee enables businesses to add conversational voice capabilities into any iPhone (News - Alert) or Android application to personalize the customer experience. Any interaction a customer has with Lexee is reflected on all other customer service channels, such as inbound or outbound interactive voice response (IVR) systems, SMS Chat or Web,” Kelly Weinhold, product strategist at Angel, told TMCnet in an exclusive interview.

A cloud-based self-service product like Lexee provides businesses with a solution that can be accessed from any location and modified at any time. Self-service technology like Lexee enables companies to make changes to the conversation quickly without having to contact the technology provider to make the changes for them, saving time and money.

“This provides users with a seamless customer experience, regardless of how the customer chooses to connect with the business,” Weinhold continued.

Angel will be hosting a webinar discussing the power of voice by using Lexee for Salesforce on Wednesday, September 12, 2012 1:00 PM EDT. Weinhold will discuss why you should add mobile to your CX strategy, how to identify scenarios where voice provides improved customer experience, and why organizations need a voice assistant to serve customer needs.

If you are a customer experience professional who manages your own customer interactions strategy, a marketing professional on the forefront of mobile CX trends, or an IT and operations stakeholder interested in learning about next generation technologies, then you should attend this webinar.

To register for this webinar, click here!

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO West 2012, taking place Oct. 2-5, in Austin, TX. Stay in touch with everything happening at ITEXPO (News - Alert)Follow us on Twitter.

Edited by Rachel Ramsey


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