Voice to CRM

CRM and voice are talked about but not often linked in a practical way. The variety of software used in businesses today, says a great deal about the importance of CRM/customer engagement in the enterprise. But even with the money being invested in the software, CRM is still a challenge for some of the most important users of the software.

Voice is changing the rules of engagement when it comes to SEO. After all, when a customer searches for “best duvet cover” only one response will be read out from Siri’s digital lips: the top 1. How will you ensure that you are in the top position and don’t disappear into the internet’s second string? Marketing needs to be aware that SEO works a bit differently in voice and respond accordingly.

Voice technology and CRM will arm marketing teams with tons of opportunities to get creative with customer engagement. What can you do to interact with your customers via voice? Embed a new skill in Alexa? Create a voice-activated app? What’s more, how can voice make your customers’ lives even easier and more efficient? We as humans know that conversation is what builds relationships. Take time to figure out how your voice-abled conversations with customers can take your customer relationships that much further.

While the opportunities with voice technology and CRM software are endless, you also need to be aware of the ethics of the situation. If you do decide to combine these two things, be transparent with your customers. Let them know what you’re doing, what data you’re collecting, and how you’re using it. Also give them the option to opt out if they don’t want to share their data. Protecting your customers will go a long way with loyalty.