You may not realize this, but the customer onboarding process on your eCommerce website can make or break your business. How? Potential buyers won’t hesitate to leave if they don’t understand how to use your service quickly. But fret not. AI voice tools are starting to fix this problem.
From first-time online shoppers to sellers launching a store on a marketplace, AI voice tools can help people learn to use your website while they shop. These tools provide guidance without making users read a manual or wait for a call. This is a big reason why eCommerce brands, platforms, and sellers are starting to use them in their onboarding flow.
What Is an AI Voice Tool?
As the name suggests, an AI voice tool is basically a tool that speaks. It harnesses machine learning to take written input and turn it into spoken words.
AI voice tools have come a long way. Earlier, they’d sound robotic and emotionless. Today, however, they sound like real humans, respond to questions, follow scripts, explain complex instructions or concepts, or walk customers through a purchase.
For instance, customer service bots that verbally enable a purchase or apps that read out loud from your screen use the same technology as voice tools. When it comes to complex concepts, let’s consider the healthcare sector, for instance. Here, remote medical assistants need to stay updated on HIPAA rules, patient privacy laws, and new tools.
A voice-based onboarding system can help them learn quickly and keep up with updates while they’re on the job. This also applies to customers onboarding when they sign up on your eCommerce website.
Why are AI voice tools gaining prominence? It’s because people need a faster, easier way to communicate complex information.
Reading through guides and manuals takes time, and not everyone enjoys reading instructions. Some people absorb information better when they hear it. AI voice tools meet this need. They speak instructions clearly and in real time without getting tired or distracted.
How AI Tools Enable Faster Customer Onboarding on eCommerce Platforms
Onboarding can be slow when customers have to read long guides or watch videos that don’t answer their questions quickly. Here’s how to set up and use AI voice tools in a way that saves time for both you and your customers.
1. Invest in the Right AI Voice Tool
With an ocean of AI voice tools out there, how do you know which one is right for you? To make the right choice, go for one that:
- Lets you upload your own scripts
- Has clear, natural-sounding voices
- Supports multiple languages, if you cater to a global audience
- Can integrate with your app, website, or help center
If you’re unsure, test a few with a short 30-second script and see which sounds the most natural.
A commonly used AI voice tool is a text to voice system. Simply give it a written script and watch it turn that into speech. This system can empower a company to take its entire customer service manual and create voice-based onboarding tasks.
2. Note Down What Your Customers Need to Know
Before you use AI voice tools, figure out what information your customers really need during onboarding. This might be about:
- Logging in and setting up an account
- Finding and using the core eCommerce features
- Troubleshooting common problems
Remember to keep it short. Customers don’t want a 15-minute voice walkthrough when they only need three minutes to get started. Think of this as the basic framework of your script.
3. Create Straightforward Scripts
AI voice tools can only work as well as the script they’re fed. So, avoid technical jargon unless you’re addressing a strictly tech-savvy audience. Make sure the sentences are crisp and get to the point directly.
For example, instead of saying, “To initialize the configuration, access the system preferences and adjust the default operational parameters to match your personal requirements.”
Say: “Go to Settings. Change the default options to suit your needs.”
The simpler your script is, the faster customers will understand it.
4. Record the Instructions Clearly
A voice tool will need clear recordings or text-based instructions to generate a sound. Once your script or text is ready, enter it into the tool and choose a voice/language that fits your audience. A calm and clear tone works best for a professional audience, whereas a slightly more casual tone would work with a younger audience.
Play back the generated audio and check if it’s easy to follow. If you detect anomalies in any part, fix them before adding them to your final onboarding process.
5. Install Voice Guidance Where Needed
Don’t hide the voice instructions in a long help video. Put them exactly where the customer needs them. For instance, you can add a quick audio guide on the login screen, a short voice tip when they first open a feature, or step-by-step voice prompts while they complete their first task.
The goal is to help users save precious time and make it easy for them to find answers to their queries. You may also ask for feedback once customers complete their purchase and adjust the instructions based on their feedback.
6. Update and Support Website Content
Onboarding is not a “set-it-and-forget-it” process. If your product changes, update the scripts and voice recordings right away. Outdated instructions slow customers down and create more support tickets.
Moreover, AI voice tools work best when paired with a visual guide. For example, if your tool says, “Click the green button at the top right,” you must also show that button on the screen. This will help customers follow along without pausing or replaying the audio.
7. Track and Measure Improvements
After you launch AI voice onboarding, consider tracking metrics like:
- Average onboarding completion time
- Number of support requests during onboarding
- Drop-off rate before completing onboarding
Compare these numbers you get before and after installing the AI voice tools. Improvements indicate you’re using the tools just right. Poor results should entail tweaking the scripts or placement.
How AI Voice Tools Support Customer Onboarding in eCommerce
When it comes to customer onboarding, speed matters more than you think. The faster a customer understands how to use your product or service, the more likely they are to stick around. AI voice tools help make this happen by giving people the support they need, without making them wait.
Here’s how companies can actually use them to improve eCommerce customer onboarding:
1. Guidance for Setup in Real Time
In most cases, any onboarding-related friction occurs early. For instance, customers get stuck during setup and give up. Here, voice tools can guide them through the process step by step, like a virtual coach. Instead of watching a video or reading an article, they get spoken instructions as they go.
2. Less Dependence on Live Support
Voice tools can be trained to handle these common queries, like “Where’s my order?” or “How do I cancel?” or even “What’s your return policy?”
For example, an online store could use a voice tool to explain its shipping options or return process right after a purchase is made. This can help reduce unnecessary email communication and support tickets.
3. Consistency in Onboarding Experience
The quality of the live calls, emails, and manual walkthroughs provided during onboarding depends on the person delivering them. This means the experience can vary. With voice tools, every eCommerce customer hears the same instructions with no scope for mixed messages or steps. This consistency matters when it comes to attracting and retaining customers in online marketplaces, where hundreds of sellers join every week.
4. 24/7 Onboarding Support
AI voice tools can be made available at all hours to offer round-the-clock support. This is a big advantage for global eCommerce platforms where sellers and buyers are spread across countries. A new customer or seller in China can get the same voice-guided help as one in the UK, without having to wait for hours to receive support.
5. Easy and Inclusive Onboarding
Buying should be easy for customers with visual impairments and reading difficulties. AI voice tools can make onboarding more inclusive by allowing customers to choose how they navigate your online store best, i.e., by listening instead of reading.
Also, multilingual voice support can be extremely helpful for eCommerce stores that operate across borders (particularly in non-English-speaking regions). That’s because the customers can hear instructions in their own language.
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Conclusion
AI voice tools are changing how companies onboard customers. These tools are great when you want to offer customers clear, timely guidance without human help. When used in eCommerce, buyers and sellers can receive the necessary support during setup, after checkout, and while shopping at/running the store.
With more eCommerce players looking to streamline their customer onboarding process, voice tools (especially the ones that offer multilingual support) will play a huge role. Whether it is setting up accounts, managing inventory, or answering basic buyer questions, an AI voice tool can help at every step while augmenting customer experiences
