Customer service is an essential aspect of your business that impacts how consumers perceive your brand. This, in turn, affects sales, which ultimately affects your bottom line. You must communicate your brand message effectively. It’s therefore essential that you work with a talented, versatile, and experienced voice actor who can record your messaging correctly. Here’s how to get those all-important customer service voice overs right!
A quick look at context
The demand for voice acting in customer service has grown exponentially over the past several years. Online and phone customer service options provided by businesses across industries have risen in popularity. Does your business perform most of its customer service functions via the phone? Then you definitely need to communicate as effectively as possible!
Why, you ask?
Because in the absence of face-to-face communication, body language and facial expressions are missing. These non-verbal cues play an important role in conveying emotions during communication. Without these cues, one has to rely solely on the voice to communicate with customers.
In such a case, there’s more room for misunderstandings and miscommunications. This is the last thing you want from your customer service. Your goal is to help, answer questions, solve customer problems, and above all, provide assurance in your brand. With ineffective verbal communication, you cannot do this.
A skilled voice actor, however, can communicate exactly what you want. They know how to get that message across to your customers — even via the phone.
The right VO provides assurance to customers
The right voice over for customer service must provide exactly the right message in the right way.
Hiring a voice actor who understands what you want to achieve and can modulate and control their vocal delivery is vital. A tone of confident and welcoming assurance will entice your customers into placing their confidence in your business. You need to gain their trust that you’ll be able to provide satisfactory solutions to whatever problem they may have.
It shows professionalism
Another reason why using a pro VO for customer service is so crucial is because it shows that you are a professional business that values brand perception. When you hire professional voice actors to communicate with your customers, you are sending the message that you care about the quality of services you provide.
As a result, your customers are more likely to view you as a respectable, legitimate and reliable business that they can continue purchasing from. Even when they have questions or complaints, a great voice over will be able to reassure them that you’ll provide them with quality customer service.
It shows that you value the customer experience
Today, providing top-notch customer experience on all fronts, including customer service is imperative for the success of any business. You have to show your customers that you value them. The voice over must underwrite your commitment to stellar service. With the right voice actor voicing your customer service messaging, you can be sure that you are doing the very best you can to provide a positive customer experience.
The importance of tone in customer service
One vital element is tone of voice. You don’t want the voice over you use to sound self-important or condescending. Professional voice actors like those available on Voice123 are great at delivering a script in such a way that it conveys caring and honesty in your customer service voice overs.
When it comes to customer service, the voice actor you choose to do your voice over must sound supportive, understanding, and sympathetic. Customers need to know that their problems are being heard loud and clear. If they are being kept on hold, all the more reason to provide them with information that underpins your commitment to them. Reassure them that the moment a representative becomes available, this person will do everything they can to sort out the customer’s issue.
You may be tempted to add some humor or a bit of personality, but this can be risky. Humor can be easy to misinterpret for a host of sociopolitical and sociocultural reasons. Be sensitive and be careful! Without the help of facial expressions and body language, even the very best intent may be lost on certain customers. A wave of bad publicity on social media is the very last thing you need!
The last word
In the final analysis and to ensure the success of your recording project, all you really need to do is make your intentions clear to your chosen voice actor.
Chances are good that the voice actor will also be able to point out potential issues in the script, so establishing a good relationship with the voice actor from the get-go will be worth your while.
If it’s going to be a written brief, rather over-communicate than under-communicate. A good brief is one of the surest ways to get the results you’re expecting from the recording session.
And finally, may your customer service voice overs be a boon to your business!