As business owners continue to work to improve the experience for all its customers, and the focus on inclusivity takes priority, some areas and groups are still overlooked. For those with physical disabilities, the options are often limited.
The digital revolution is leaving those with disabilities farther and farther behind. Businesses put millions into fancy website designs, yet they pay little attention to Americans with Disabilities (ADA) compliance. But despite optimizing your website accessibility, what if people with disabilities cannot find what they need? Or what if they have a customer service request? If they cannot make a service inquiry on your website, they are most likely to take their business elsewhere. Automated phone trees work well for efficiency, but do nothing to improve the customer experience. In particular, advanced communications can help disseminate information in a variety of different ways. Most people will continue to use traditional voice communications, but what about those who can’t? For the hearing-disabled, artificial intelligence (AI) technology can help make things better.
CaptionCall is one of the companies working to narrow the divide. A no-cost provider of captioned phone services for the hearing impaired, CaptionCall was looking to provide a better customer experience for its web visitors; potential users of the service that were researching their product offerings. Through a partnership with AtlasRTX, they are implementing a new texting system, allowing their customer service representatives to chat directly with website leads in real time. Now, prospective customers can get answers to their questions about eligibility, service, cost and installation quickly, through a familiar channel that they use on a daily basis.