In today’s age of digitization, the importance of delivering a seamless customer experience has become more critical than ever before. To improve customer engagement, businesses must know how to speak their customers’ language. The customer experience center is the hub where customer experience management (CEM) takes place. It is here that customers initiate contact for inquiries, issues, or suggestions. An informal tone of voice is an effective way of creating an engaging conversation with customers, thereby increasing their satisfaction levels significantly. This blog delves deeper into how the informal tone of voice can be used to improve customer experience in the customer experience center.

The Meaning of Customer Experience Center

A customer experience center (CEC) is a centralized hub within a business’s structure that focuses on delivering a seamless customer experience by handling all customer interactions. The center leverages customer experience tools such as customer relationship management (CRM) software, interactive voice response (IVR) systems, chatbots, and other emerging AI-assisted technologies to manage customer interactions in an organized and automated way. With the CEC, the business can quickly gather customer feedback, insights and customer preference and respond to all customer inquiries or complaints in real-time, getting them resolved quickly.

Importance of Informal Tone of Voice

The tone of voice is the critical element that determines whether customers will have a memorable experience with your brand or forget about it altogether. A professional tone of voice is crucial, but adding a bit of informality can make the interaction more personal. Handling customer interactions with a casual tone of voice can help create a relaxed atmosphere, making customers feel more inclined to share their experiences. Providing that warm and welcoming tone can make the difference between retain and losing a customer.

Informal Tone of Voice Best Practices

Enunciating the right words and jargon can make the conversation more relatable and effective, making it more likely for the customer to get the required information and feel satisfied with the interaction. Here are some informal tone of voice best practices:

Use Contractions: Using contractions keeps the tone light and conversational; it is less formal and makes communication more accessible.

Inject Humour: When appropriate, using humour in a conversation can break the ice and bring out the necessary connection between the customer and the call agent.

Use Analogy: Using analogies can be a useful technique when explaining complex ideas, making conversations easier, and offer customers an objective point of understanding.

Avoid Sounding Monotonous: It’s essential to change the tone and pace while speaking so that the customer can understand and hear you correctly (be awake/at the edge).

Empathize: Understand the customer’s problem and try to show that you understand their situation on an emotional level.


In conclusion, the customer experience center is no longer an option in today’s competitive market, and providing customer satisfaction is an essential aspect of any business. Hiring experts and implementing sophisticated technologies is essential, but it’s just one aspect to perfecting the engagement process; the informal tone of voice is an often-overlooked element. By employing our best practices, businesses can provide their customers with the kind of personalized interactions they crave, thereby cementing brand loyalty and ultimately leading to increased revenue. It’s essential to take advantage of the latest innovations as they arrive, but it’s even more important to interact in languages customers understand.

Source: Purple