Your virtual agent is the first point of contact when your customers have an inquiry or need help. Therefore, before jumping into building dialogues and conversation flows, it’s crucial to think about what kind of an impression you want to give and decide your virtual agent's tone of voice and make sure it's inline with your company’s identity and branding.
When the tone of voice for your virtual agent, take the things below into account:
- Customer persona
- Brand identity
Virtual agents are designed for humans, by humans. Understanding who your customers are will help you better design your virtual agent.
Is your customer base mostly made up of the Millennials (born 1980-1994) and Gen Z (born 1995-2010) who are quick learners and appreciate self-help? Or are your customers made up mostly of the Generation X (born 1960-1979) and the Baby Boomers (born 1940-1959) who are likely to appreciate an intuitive virtual assistant with easy access to speak to a human agent? Or perhaps your customer base is a mixture of demographics, in which case you should consider designing a solution that is suitable for all.
A virtual agent, just like your customer support team, is an extension of your brand. Therefore, it is important to match your virtual agent with your company’s brand and identity.
What’s the voice of your brand and how do your customer support agents communicate with your customers?
Consider your virtual agent as an addition to your customer support team and match its voice to your brand and agents’ voice to maintain consistency throughout all customer interactions. If your brand is traditional and more on the formal side, you might decide on a polite and formal virtual agent. However, if your brand is targeted more towards a younger audience, going with an energetic and more informal virtual agent might be more suitable.
After thinking about these two points, you should have a better idea of what kind of tone of voice suits your virtual agent best.
Have a look at the examples we created for you here.