When Customers Speak, Are You Listening?

Customers today have a lot of things to say, and they expect to be heard. In an increasingly automated world, however, they may struggle to believe anyone is listening. At the same time, what they have to say is vital to companies’ operations: if you don’t understand your customers, you’re not going to succeed in marketing your products or services to them. So it’s time to start listening to them when they speak.

As the most natural form of human communication, the spoken word eliminates friction and barriers when it comes to asking customers to share their thoughts and feelings. Speaking is three times faster than typing, and far more likely to garner heartfelt responses and reveal deep customer experience insights than emails or feedback forms. Brands also lose valuable opportunities when customers perceive conventional voice channels – like waiting to speak to a manager or call center representative – as overly burdensome, and often choose to be quietly dissatisfied with their experiences.

Instreamatic provides an end-to-end voice marketing platform that helps companies manage, measure and monetize conversations between brand and consumer. The company’s new many-to-one communication solution called “Speaky” was launched to enable customers to speak their minds instantly and easily to brands or content producers by leaving brief audio messages at any physical or digital brand touchpoint. Leveraging voice AI technology, Speaky instantly analyzes the ideas, advice, suggestions, and other valuable insights that customers communicate verbally – and then delivers real-time reporting for brands to put that insight into action and better serve customers’ needs.

Speaky provides customers with the instant satisfaction of immediately communicating their ideas directly to the brand. To use Speaky, a customer simply clicks a link available at all online brand touchpoints (social channels, emails, newsletters, a brand website, etc), or scans a QR code at offline touchpoints (such as in-store experiences). The customer then leaves an audio message in which they can say anything they like to the brand. Speaky’s voice AI analyzes those customer responses, and the brand receives an actionable report.

“Speaky is the first voice technology that enables many-to-one communication,” said Stas Tushinskiy, CEO of Instreamatic, in a statement.  “Messengers and social media only offer one-to-one and one-to-many communication channels,” said Tushinskiy. “With Speaky, brands can hear their customers and get actionable insights based on what the majority of their customers are saying – literally.”

Edited by Maurice Nagle