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Speaky Best Practices

Introduction

Speaky is a CX management platform that enables customers, employees, etc. to speak their minds freely about ways to improve CX.

Key value propositions:

  • We provide customers with utility – voice is the easiest fastest form of communication
  • Our approach excels at helping businesses improve customer satisfaction and NPS performance
  • Getting deeper insights like advice, real feelings spoken from the heart as well as capturing immediate issues and problems before they reach social media.

User Flow

  1. 1.
    A business provides a link by email, SMS, app, OR a QR code easily visible by customers on-premise
  2. 2.
    A customer clicks a link or scans a QR code
  3. 3.
    Speaky landing opens
  4. 4.
    A customer leaves their audio message by simply clicking the ‘Speak Now’ button and speaking
  5. 5.
    Once feedback is received, our Voice AI tech interprets the responses and provides a highly actionable, real-time report that includes age, gender, location, sentiments like happy, angry, neutral, etc. as well as key findings from their comments
Transcripts of actual feedback can also be provided

How To Activate

  1. 1.
    Once you receive your login details sign in to your account here
  2. 2.
    Go to the Speaky Pages section and click on “+ New Speaky Page” button to create your Speaky landing
  3. 3.
    Once you fill out all the information copy the link to the landing page and download a QR code (if needed)

Online integration

Where to integrate online:
  • E-mail with a link to the Speaky Page
  • SMS or push with a link to the Speaky Page
  • Company website integration
  • Company app integration
  • Social media integration

E-mail templates

Generic

Hello XXX –
XXX is constantly working to enhance our products/services in response to our customers’ needs and requests.
This is why we are introducing Speaky — a new way for you to tell us what's on your mind by simply sending us an audio message.
[LINK]
When you open the Feedback page, click the 'Speak now' button, allow microphone access, and speak freely!
Your feedback will be used privately and it will help us a lot.
[LINK]

Hotels

Thanks for your recent stay at XXX.
If you have a moment, we’d love to know how we can better serve you next time. Your feedback helps us offer the best hotel experience possible.
[LINK]
As a thank you for a few minutes of your time, you’ll receive 10% off your next stay at XXX. You in?

Auto Dealerships

Thanks for your recent visit to XXX.
If you have a moment, we’d love to know how we can better assist you next time.
[LINK]
Thank you for helping us make your experience better in the future. Your feedback helps us offer the best banking experience possible.

Online Education

Thanks for learning with XXX.
If you have a moment, we’d love to know how we can improve. Your feedback helps us offer the best education possible.
[LINK]
As a thank you for a few minutes of your time, you’ll receive 10% off your next class at XXX. You in?

Co-working Spaces

Thanks for choosing XXX as your workspace.
If you have a moment, we’d love to know how we can improve. Your feedback helps us offer the best work environment possible.
[LINK]
As a thank you for a few minutes of your time, you’ll receive 10% off your next work week at XXX. You in?

Publishing

Thanks for being a loyal reader of XXX.
If you have a moment, we’d love to know how we can improve. Your feedback helps us create even better content to meet your needs.
[LINK]
As a thank you for a few minutes of your time, you’ll receive 10% off your XXX subscription. You in?

Restaurants

Thanks for dining with us at XXX.
If you have a moment, we’d love to know how we can better serve you next time. Your feedback helps us offer the best dining experience possible.
[LINK]
As a thank you for a few minutes of your time, you’ll receive 20% off your next meal at XXX. You in?
Thanks for visiting us at XXX.
If you have a moment, we’d love to know how we can better assist you next time.
[LINK]
Thank you for helping us make your experience better in the future. Your feedback helps us offer the best banking experience possible.

On-premise integration

Where to display:

  • marketing materials (including flyers, catalogs, banners, and more), retail storefront
  • shopping trolley, delivery boxes, cashier, tags, shopping bags
  • posters, banners, or menu stands near the entrance; tabletops; any takeaway items, coasters
  • labels for physical products, tags
  • reception desks, elevators

CTA

  • Please share your thoughts and advice on how we can improve
  • Please share your experience with our product / service
  • Tell us how we can become better for you
  • Feel free to share your thoughts and feelings about our product / service

Social proof

  • Join the thousands of others leaving voice messages — because who has the time to type it out, anyway?
  • Find out why thousands are leaving feedback with a voice message. (Hint: it’s faster and easier!)
  • Speaky is easy, fast, and genuine — that’s why thousands prefer it over typing!
  • Join the audio movement today, because let’s face it: typing sucks!
  • No wonder audio messages are taking the world by storm — talking is much faster than typing!
  • Join the thousands of others saving time with audio feedback.
  • Join the thousands who prefer audio feedback — it’s as easy as talking to a friend!
  • Why type a whole paragraph when you could leave a quick voice message instead?

Questions

Asking to share general feedback

  • Are your expectations met, unmet, or exceeded?
  • Is there anything you would like to say about your experience at [COMPANY NAME]?
  • What can our employees do better?
  • Is there anything [COMPANY NAME] is missing?
  • How would you improve the service offered?
  • Do you have any concerns you would like to share with us?
  • What was your best experience with [COMPANY NAME]?
  • Tell us about your experience with our team today

Getting to know your customers

  • What makes for a great [TYPE OF COMPANY]?
  • Tell us why you picked [COMPANY NAME]
  • What motivated you to choose [COMPANY NAME]?

More Use Cases

VF as a marketing tool

VF can be used as a tool for customer development, TA research, etc., if a brand asks the following questions:
  • What changed for you after you started using our product?
  • How are you planning to use the product/service?
  • What would you tell your friends or colleagues about us?
  • What made you want to try us?
  • If there’s one thing our product does better than others, what is it?
  • What’s your most important priority when (insert something related to an industry)?

VF as a customer engagement tool:

VF can be used as a tool to engage customers in different activities for some kind of reward:
  • Tell us your story with our product/service.
  • The best story will be featured on XXX social media

FAQ

Is it possible to integrate Speaky into a mobile app?

It's not possible to do a native integration via SDK at the moment (will be available soon), but it's possible to open a Speaky page in an app via an in-app browser or redirect to a default browser to open a page there. Please note, that in order to use Speaky in WebView for iOS (in-app browser), the app must have permission to access the microphone. If Safari is used as an in-app browser, microphone access is not necessary.

How is microphone access requested?

We are requesting microphone access right from a Speaky page when a user clicks the record button. There is no need for any kind of additional effort to request access as it is a built-in feature of all the browsers. In case of no access, we'll show the detailed instructions on the page on how to grant it based on users' browsers.

Are you integrated with any third-party systems?

Please contact your representative for API access details.

Is it possible to embed a Speaky page into another page?

Please contact your representative if you want to embed a Speaky to your webpage.