Whispering Complaints Into Your Phone May Be the Future of Customer Feedback

Some of the hottest software this year revolves around capturing voices. Whether it’s the sharp dictations of Wispr or the always-listening ears of Granola, voice-centered software currently feels inescapable. Voice dictation is getting so sharp, in fact, that I often write drafts in my notepad and then dictate aloud to my laptop.

Some prognosticators have declared this to be a dramatic end-of-the-keyboard moment, where legions of white-collar workers will soon be quietly whispering into desk microphones rather than clacking away at keyboards. I disagree, but I do think these changes could upend how customers give feedback.

I rarely email customer support unless something substantially negative has happened and I’m fishing for a refund. I’m much more open to giving feedback by blabbering for 20 seconds into my phone, good or bad, than I am to waiting on hold for who knows how long until someone answers.

“In...

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