What is a Voice API?
When customers have questions or problems, you want to be there for them. Although there are plenty of communications channels to choose from these days, sometimes a voice call is still the best option. Yet, from the business point of view, it hasn't always been possible to deliver stellar service at scale on that channel.
Thanks to voice APIs, that once-common problem is becoming a thing of the past. Here's how companies are using this modern communications technology to have great conversations with their customers every time they come calling.
What is a voice API?
A voice API is a flexible software interface your company can use to create better conversations and closer relationships with customers. You can use its low-code design features to easily build high-quality voice applications in the cloud, or you can use it to embed modern voice calling services into your existing app or website.
For many businesses, this approach makes more financial and logistical sense than investing massive resources and technical know-how into developing advanced voice calling features from scratch. Rather than re-creating the wheel, you can simply select the modern capabilities you need from a best-in-class voice API. This way, you can go to market faster with a better ROI.
Because this technology is customizable, you can tailor it to your unique requirements. Like other communications APIs, a voice API is also highly scalable, and it integrates well with third-party solutions. These advantages can help you quickly expand your customer communications and keep innovating as the business grows.
How can a voice API give customers a better experience?
Voice APIs go far beyond making and receiving simple customer calls — they can deliver a better customer experience in several ways, beginning with voice bots that deliver convenient 24/7 service. Unlike the inflexible phone systems of old, an AI virtual assistant can immediately answer every call, understand what your customer is asking for and guide them to the next destination like a human agent would. It can even do all these things in the customer's language, making it easier for them to express themselves.
If a customer needs product information or wants to place an order, for example, this voice-based digital helper can take care of it right away. With such responsive service, the customer will be less likely to abandon the call. If the customer's request is more complex, the voice bot can gather crucial contextual information to hand off to an experienced human agent for timely follow-up. If the customer is becoming frustrated, the voice bot can pick up on that, too, so the human agent has an opportunity to make it right.
Because virtual assistants have already reduced the volume of incoming customer calls, hold times will be much lower and the customer won't have to wait nearly as long to talk with the human agent. When that agent takes over the call, they'll already know who the customer is and why they called — and they'll be equipped to promptly resolve the issue to the customer's satisfaction. This conversational experience gives the customer better service in less time while preserving the personal touch that's unique to a voice call.
How can a voice API streamline communication processes?
A voice API doesn't just create a better rapport with your customers — it also streamlines your customer communications. Unlike traditional voice calls, this modern voice technology extends voice calling to the channels where your customers already are, such as your app or website. Rather than fumbling around for your customer service phone number, treating it as an entirely separate channel and experience, customers can simply use the click-to-call feature to speak with you while your products and services are top of mind.
You can also use a voice API to make your customer support processes more efficient. When voice bots are handling the lion's share of customer calls, your human agents have more time and energy to resolve complicated or high-priority customer issues. They can be more responsive and more helpful in their roles, empowering your business to put its best foot forward with customers every time.
With voice APIs available to lighten the load and accelerate your customer support processes, you can cost-effectively deliver a higher standard of customer care and build more meaningful relationships with your customers.
Discover how Vonage Voice API can help you deliver a better customer experience.
