Picture this: you wake up, hear the birds chirping, and say “Alexa, start my morning coffee”, and instantly your coffee maker starts brewing. Yes, it sounds futuristic but it’s 100 percent possible to get a coffee by simply using your voice. Voice-command devices like Amazon Echo and Google Home are quickly becoming commonplace for smart home integrations like setting the fridge temperature or running the dryer–72 percent of voice-speaker owners said that they used the device as part of a daily routine. Amazon’s Echo device started the fire behind the voice command jump over the last two years, and Google and Amazon together have sold over 27 million voice-enabled devices. As homeowners grow more accustomed to having a virtual assistant at their beck and call, how can brands leverage voice command as a new brand touchpoint for their customer? We’ve got two brands that are setting up great examples of how to get the ball rolling for your voice strategy.
America’s favorite coffeehouse, Dunkin’ Donuts, is adding voice-enabled orders to their repertoire. The breakfast chain now offering voice capability by linking user’s DD Perks account in the Alexa app for Amazon Echo users, which means you’ll be able to tell Alexa your coffee order while you’re running out the door. The voice assistant will ask you what Dunkin’ location you want to pick up at and the time you want it to be ready. This functionality simplifies the mobile ordering process and sets up the user for a super-easy and quick coffee-n-donut pick up. Dunkin has already been on the mobile fast track for success and this integration may take them to the next level in customer satisfaction.
Better Customer Experience
It’s not news that huge hotel chains like Marriott and Hilton are leading the way in high-tech connected rooms. Now, Marriott is getting a leg up on the travel industry competition by adding voice-assistant services in their hotels. They started initial testing in early 2017 and are now rolling out voice-enabled rooms in hotels around the world. Guests can quickly set their room temperature, lighting, and order a post-flight snack–all by just asking the in-room voice assistant. The collaboration between Amazon and Marriott hotels is a seamless integration for guests that already are used to using Alexa in their own homes to have the same ease of use during travel, as well as providing a new and personalized experience for some of their less tech-savvy guests.
We’ve been saying that brands should think about adding voice command to their mobile strategy for a while now (hello, infographic!), but it’s especially important to capture the attention of your customers that already expect a more personal mobile experience.