Category: Customized Conversations

The Power of Voice vs. New Media

Posted on December 23, 2010 in Customized Conversations

Web 2.0 has introduced many new ways to service and connect with customers, especially for businesses who have never marketed directly.  Click to Chat, Twitter, Facebook, and email, among others, have emerged as channels that provide cost effective two-way dialoging that is efficient and responsive to a customer’s questions.  They also provide faces and names to customers who were initially spoken to broadly only as segments.  As these channels start to become more mainstream service options, we have to ask how the role of phone/ voice-to-voice servicing has evolved?  Where do we think telephone servicing will progress?  And are these new media channels as powerful as voice in building loyalty and delivering memorable customer experiences?

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