For all companies, customer service and the customer experience are everything. How customers perceive a brand ultimately affects the bottom line. Because of this, many brands are turning to hire professional voice over actors to communicate their brand effectively. If you have not considered this type of job, it can be a great opportunity for you.
Customer Service or Customer Experience
The difference between customer service and the customer experience is that customer service handles the interaction with the customer typically when there is a problem. The customer experience is the entire journey of a customer with a business.
While customer service is still important to businesses these days, it is the customer experience that they are focusing on, which is where voice over actors come into the picture.
Why Brands Need Voice Over Actors
Companies are hiring voice over actors for phone and online customer service options. Why? Because of the absence of face-to-face communication, it is harder to get emotions across, the non-verbal cues play a role. Relying solely on the voice brands find that customers can read messages very differently than it was intended.
Trained voice actors can effectively communicate, it is what you are trained for. You can get the message across to their customers in their voice.
The content must be read clearly and easily understood by the customer, many brands prefer it to be conversational and believable. Voice over actors that have experience in audiobooks and podcasts do very well with this genre.
When it comes to customer service the tone of the voice is the difference between your words being heard or undermined. The tone can make a difference between a positive or negative customer experience. A negative experience typically means a lost customer, versus a lifelong relationship.
A voice actor understands the way to modulate and control vocal delivery. Your goal as a professional is to be confident and welcoming while gaining the client’s trust simply with the recording that they hear.
Read Over the Script and Intentions
As a voice over actor, it is your goal to help the company that hires you with reading the script effectively but also making sure that your tone and delivery gives the right message. Sometimes brands will think that humor is a good way to go on a customer service recording, however, with your expertise if you think it doesn’t sound authentic then let them know. Part of your job is to make sure that the intention is what is delivered.
Many brands are looking for voice over actors so if it is a new type of work, study both good and bad and practice so you can give the best performance. Once you get hired, it may be a good source for other in-house projects and even being the voice of their brand.