1‘Siri, Boost My Sales’ … Voice-Activated Tech to ‘Revolutionize’ Orgs
Thanks to popular virtual assistants like Apple’s Siri and Amazon’s Alexa, voice-activated technology has emerged as mainstream in our homes. But top enterprise decision-makers are now looking closely at these solutions—as well as moving forward with significant adoption plans—to improve the customer experience and increase sales, according to a recent survey from Globant. The resulting “2018 Voice-Activated Technology Business Guide” report reveals that organizations expect voice-activated tech to improve customer service responsiveness and connections, in addition to searches. Nearly 680 U.S. senior-level decision-makers took part in the research. The following slide show features highlights from the survey, with charts provided courtesy of Globant.
2Voice-Activated Tech Embedded Into Work Routine
3Personal Use Spikes Higher
4Solutions Anticipated to ‘Revolutionize’ Customer Interactions
When asked which voice-activated tech outcomes have the most potential to “revolutionize” how they interact with customers, 34 percent of respondents selected “faster customer service responsiveness.” The ability to connect with people in a more conversational manner ranked second, as selected by 23 percent of respondents.
5Improved Search Experiences Anticipated
Another top “revolutionizing” consideration for voice-activated tech outcomes impacting customers is the improvement of searches, as cited by 22 percent of respondents. Organizations are also seeking easier reordering capabilities (as cited by 13 percent of respondents) and a new advertising channel (8 percent).
6Capability Boosts ‘Sophistication’ Factor
7Organizations Initiating Product Acquisition
8Companies Pursue Vendor Agreements
9‘Tech Template’ Guides Implementation Strategy
In terms of design and implementation, 35 percent of respondents said their organization has researched voice-activated tech “a little bit,” but is essentially relying on strategies used for other tech investments. Only 18 percent said they’ve done specific research about voice-activated tech and used this to guide strategies.