iProspect Logo
Amazon Echo Device
#The Essentials: Q3 2020

Enhance Customer Engagement with Voice

Welcome back to this two-part blog series focusing on all things Voice. ICYMI, part one covered the top 6 lowest hanging fruits to make your website content Voice Search ready.

In part one, we learned that winning Position 0 is critical to gain Voice Search visibility. However, conversational AI technologies and voice user interfaces (AKA: Voice-based applications) offer opportunities for brands to engage with consumers beyond the search engine results page. 

When we take a step back to look at the evolution of media consumption it becomes clear that consumer behaviour and purchasing habits have shifted following the succession of technological revolutions. With the rise of the Internet of Things and Smart Devices, interactivity has become the new standard. We went from passive mediums such as print, radio, and TV to user-generated content, to customer-initiated communication with mobile and tablets. 

As a result, simply producing a piece of content and hoping it reaches your target audience, is not enough. Much more must be done for brands to respond effectively to how humans and machines interact.

As it stands now, Voice Search does not necessarily allow brands to measure user engagement and understand trends to improve user experience. Also, most voice answers about a specific brand come from other highly authoritative sources (ex. Yelp, Wikipedia), which are not controlled by a brand. As a result, brands risk weakening their customer experience and even losing market share to competitors who are Voice ready. That's where Voice-based applications come into play.

So, What is a Voice-based Application? 

A Voice-based Application or Voice App is a conversational interface designed to extend the functionality of voice-enabled devices such as smart speakers (just like screen-based apps would do on mobile). Users can interact with this easy-to-use voice-directed technology using its invocation name. A few favorite examples…

H&M Home Stylist

The H&M Home Stylist voice application allows users to ask questions on décor inspiration for different rooms in the house.

How it works:

  • Ask for help with a specific room
  • Choose from a range of styles such as classic or modern
  • Receive inspiration and mood boards based on your preferences
  • See example products from H&M Home, along with suggestions for materials and colour schemes

Mystery Oreo
Mondelez turned to Alexa to promote a new Oreo flavour contest. The purpose was to boost awareness, interest and engagement with the brand as part of a two-month long “Mystery Oreo” campaign. 

How it works:

  • Users activate the voice technology with the query: “Alexa, what’s new with Oreo?” 
  • User receives weekly flavour cues
  • When prompted, order cookies via Amazon 

Domino's Anyware
As part of the Domino’s Anyware initiative, the restaurant chain launched voice-activated pizza delivery for pizza lovers.

How it works:

  • Speak to a voice device (Google, Alexa, Siri) and ask it to "Talk to Domino's"
  • Build a new order from scratch or reorder a most recent order
  • Integrates with Domino's Tracker
  • Also integrates with Slack and Facebook Messenger
  • Voice expert lives in the Domino's app to take voice orders

 In my opinion, these examples prove that the best voice interactions are usually not approached as an advertisement but as an extension of the brand experience.

How are Voice-based Applications Being Used by Consumers?

Voice devices are everywhere. They are often in shared spaces in the house (living room, family room) such as smart speakers like Amazon Echo (Alexa) or Google Home. They are usually on your mobile (Siri, Bixby). They are also on-the-go in your Car or Smart Watch.

Voice devices are mainly used for education (asking questions to a bot), utility, and entertainment. People enjoy interacting with Voice Apps while multitasking to get things done faster (save time from not having to type) or enhance daily routines (to-do list, commute times, weather, reminders).

Taking the first steps towards launching your own Voice-based Application may seem daunting without in-house expertise or a proven roadmap. When working with clients in developing an Application, we focus on 4 key considerations.

Consideration no.1: Find your “Why”

When thinking about how to engage with Voice, the first thing to do is identify how your brand can provide value within the voice ecosystem.

The goal here is to figure out what are the top use cases for Voice Applications, understand different ways in which customers approach these cases and how it refers to your products and services. That is going to allow you to find natural connections between your brand and consumer needs.

This can be done by applying a creative approach. You can begin by brainstorming and ideating with your team. You can also adopt a data-driven approach by taking an in-depth look at your internal data. Whether they are coming from a website chatbot, call transcript, or findings from a digital footprint analysis, all data is welcome. We have identified 3 ways that brands can bring value to the customer in a business setting.

  1. Product Extension: Extending the value of the product through a Voice Experience (ex. Unboxing moment, instructions on how-to put a piece of furniture together)  
  2. Content Strategy: The brand may have existing content that can be translated into an interactive experience on Voice platforms (e.g. Educational, curated lifestyle advice, tips, CSR).
  3. Customer Support: Makes any information a customer might need accessible through Voice with ease and convenience. 

Once you have decided what the main focus of your app will be, you will then need to decide what phrase or invocation name will be used to activate it. 

Consideration no. 2: Put the User at the Center of the Design Process

If it is not easy and enjoyable to use, it is not likely to succeed. In order to design meaningful user experiences that work through voice-enabled devices, it is important to take into account how people naturally use their voice to communicate, and what they expect from a voice interaction. We recommend the following:

  • Do not settle to a machine's limitations. Instead, be willing to stretch technology to meet user expectations. Your voice app should be able to accommodate multiple variations of the answer, rather than just requiring the question be answered precisely the way you phrase it. Think of the best way to help users and then consider the level of technical complexity required.
  • Allow users to use natural language. All of us use slang and have unique ways of saying the same thing. So, if you know your niche audience, it is essential to adapt the speech and tone accordingly. We recommend spending some time thinking of how users will interact, what questions they will ask, and how you intend to respond.
  • Take context into account. Not every consumer will interact with your Voice Application under the same conditions. They could be experiencing it at home or on-the go.  It is essential to adjust the experience and level of information to the user's context.
  • Give users a good reason to come back by providing new and returning visitors with relevant information. People are most likely to go back if the content is updated regularly.

Consideration no. 3: Don’t be Afraid to Iterate

We are at a tipping point in the adoption of Voice Technology where an early majority of Canadians have started using Voice-activated devices. Close behind, brands, marketers and agencies are still trying to figure out what to do to attract consumer's attention.

At this stage, it's important to not focus on having the perfect Voice Application from the get-go, but to have something out on the market and see how your customer base interacts with it.
We recommend focusing on proven use cases and low effort implementation. The sooner you launch, the more time you will have to experiment, learn and improve your voice-based application.

Consideration no. 4: Promote your Voice App

There are currently over 100.000 Alexa skills and over 33,300 Google Assistant Actions available. Unlike mobile apps, when it comes to the voice ecosystem, there is no popular distribution platform to promote your voice application. This general lack of awareness about what voice-based applications can do and how to find them makes driving voice discovery and engagement a critical challenge for brands to overcome.

In order to get more users, we recommend integrating Voice with existing digital & offline channels as support. Discoverability is hard in the voice assistant market. Voice experiences seem to do a better job at creating a deeper user engagement than creating awareness.  The scale is not necessarily the metric by which the success of Voice application should be measured.

Looking ahead...

Times are changing and search is not just about keyword rankings anymore. While optimizing on-page content for Voice Search is a good first step towards entering the Voice ecosystem, we believe there are several moments within the customer journey where the effective use of voice-enabled applications could create a game-changing shift.

A smart voice-first strategy should start with putting a simple voice application out there to see how users interact with their AI assistant. Keep in mind this is a new channel for both your customers and your brand so there is lots of experimenting to be done - but the time to get started is now.