{"id":23073,"date":"2022-09-28T11:22:11","date_gmt":"2022-09-28T09:22:11","guid":{"rendered":"https:\/\/fonvirtual.com\/en\/?p=23073"},"modified":"2026-07-28T18:49:18","modified_gmt":"2026-07-28T16:49:18","slug":"ensure-digital-accessibility-customer-service","status":"publish","type":null,"link":"https:\/\/fonvirtual.com\/en\/blog\/ensure-digital-accessibility-customer-service\/","title":{"rendered":"How to ensure digital accessibility in customer service"},"content":{"rendered":"<style id=\"fv-tb-hide\">.et_pb_row_inner_1_tb_body,.et_pb_image_0_tb_body{display:none!important}<\/style>\n<div id=\"fv-meta-share\" style=\"position:relative;background:#fff;border:1px solid #ececf1;border-radius:12px;box-shadow:0 4px 18px rgba(20,20,60,0.05);padding:16px 18px;margin:0 0 24px 0;max-width:760px;font-family:inherit;\">\n<div style=\"display:flex;flex-wrap:wrap;align-items:center;gap:13px;\"><a href=\"https:\/\/fonvirtual.com\/en\/profile-of-emma-smith\/\" 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r.json();}).then(function(j){ if(j){ if(j[0]){ if(j[0].date){ dateEl.textContent=fmtDate(j[0].date); } } } }).catch(function(){}); } } } } var rtEl=document.getElementById('fv-ms-readtime'); if(rtEl){ var cur2=rtEl.textContent.trim(); if(!cur2||cur2==='\u2014'){ var cont=document.querySelector('.et_pb_post_content')||document.querySelector('.entry-content')||document.querySelector('article'); var words=0; if(cont){ var c=cont.cloneNode(true); c.querySelectorAll('[id^=\"fv-\"]').forEach(function(n){n.remove();}); words=(c.textContent||'').trim().split(\/\\s+\/).filter(Boolean).length; } var mins=Math.max(1,Math.round(words\/220)); rtEl.textContent=mins+' min read'; } } } if(document.readyState==='loading') document.addEventListener('DOMContentLoaded',run); else run(); })(); <\/script><\/p>\n<div id=\"fv-featured-img\" style=\"margin:0 0 26px;\"><img decoding=\"async\" src=\"https:\/\/fonvirtual.com\/en\/wp-content\/uploads\/2022\/09\/digital-accessibility.jpg\" alt=\"digital-accessibility\" style=\"width:100%;height:auto;border-radius:12px;display:block;\" \/><\/div>\n<div class=\"fv-puntos-clave\" style=\"background:radial-gradient(circle at 100% 0%, rgba(244,54,63,0.16), transparent 48%), radial-gradient(circle at 0% 100%, rgba(244,54,63,0.05), transparent 42%), linear-gradient(135deg, rgba(255,255,255,0.92) 0%, rgba(255,250,250,0.70) 100%);backdrop-filter:blur(14px) saturate(160%);-webkit-backdrop-filter:blur(14px) saturate(160%);border:1px solid rgba(255,255,255,0.5);border-radius:16px;padding:18px 20px;margin:0 0 24px 0;max-width:760px;font-family:inherit;\">\n<div style=\"display:flex;align-items:center;gap:8px;margin:0 0 12px 0;\"><svg width=\"18\" height=\"18\" viewBox=\"0 0 24 24\" fill=\"none\" style=\"flex-shrink:0;display:block;\"><path d=\"M12 2L13.9 9.1L21 11L13.9 12.9L12 21L10.1 12.9L3 11L10.1 9.1Z\" fill=\"#f4363f\"\/><\/svg><span style=\"font-size:15px;font-weight:700;color:#1a1a2e;letter-spacing:.01em;\">Key points<\/span><\/div>\n<ul style=\"margin:0;padding:0;list-style:none;display:flex;flex-direction:column;gap:10px;\">\n<li style=\"display:flex;gap:10px;font-size:14px;line-height:1.5;color:#2b2f3a;\"><span style=\"flex-shrink:0;color:#f4363f;font-weight:700;\">1.<\/span><span><strong>Defining digital accessibility:<\/strong> Digital accessibility ensures that all services and communication channels are usable and understandable by everyone regardless of their personal conditions.<\/span><\/li>\n<li style=\"display:flex;gap:10px;font-size:14px;line-height:1.5;color:#2b2f3a;\"><span style=\"flex-shrink:0;color:#f4363f;font-weight:700;\">2.<\/span><span><strong>Key business benefits:<\/strong> Providing accessible support increases customer satisfaction and loyalty while improving your company reputation and reaching a wider audience.<\/span><\/li>\n<li style=\"display:flex;gap:10px;font-size:14px;line-height:1.5;color:#2b2f3a;\"><span style=\"flex-shrink:0;color:#f4363f;font-weight:700;\">3.<\/span><span><strong>Essential communication tools:<\/strong> Implement real-time chat, WhatsApp and video conferencing to offer inclusive support options that cater to diverse user needs and abilities.<\/span><\/li>\n<li style=\"display:flex;gap:10px;font-size:14px;line-height:1.5;color:#2b2f3a;\"><span style=\"flex-shrink:0;color:#f4363f;font-weight:700;\">4.<\/span><span><strong>Unified platform integration:<\/strong> Fonvirtual provides customizable widgets and a unified platform to integrate all your communication channels into one simple management system.<\/span><\/li>\n<\/ul>\n<p style=\"margin:12px 0 0 0;font-size:11.5px;color:#9a9aae;\">AI-assisted summary \u00b7 reviewed by Emma Smith<\/p>\n<\/div>\n<p> <span style=\"font-weight: 400;\">One of the many innovations in customer service of companies is a fundamental element: guaranteeing digital accessibility in order to adapt them to the <\/span><b>elderly or to those who suffer from a form of hearing impairment <\/b><span style=\"font-weight: 400;\">that makes it difficult or impossible to use certain contact channels such as voice calls.<\/span> <span style=\"font-weight: 400;\">In this sense, <\/span><b>in order to make our company more accessible<\/b><span style=\"font-weight: 400;\">, we must look for alternative solutions and channels that allow us to adapt and offer a <\/span><b>quality, simple and practical service for everyone.<\/b> <span style=\"font-weight: 400;\">Not yet aware of all the options you have for making your customer service accessible? We show you below!<\/span> <\/p>\n<h2><span style=\"font-weight: 400;\">What do we mean by digital accessibility?<\/span><\/h2>\n<p> <span style=\"font-weight: 400;\">Before we present the elements you can implement to <\/span><b>ensure accessibility of your customer service<\/b><span style=\"font-weight: 400;\">, it is important that you know what exactly is meant by this term.<\/span> <span style=\"font-weight: 400;\">We could approach the concept of <\/span><b>universal accessibility <\/b><span style=\"font-weight: 400;\">as \u00ab<\/span><i><span style=\"font-weight: 400;\">the condition that environments, processes, goods, products and services, as well as objects or instruments, tools and devices, must meet in order to be understandable, usable and practicable by all persons in conditions of safety and comfort and in the most autonomous and natural way possible\u00bb. <\/span><\/i><span style=\"font-weight: 400;\">\u00ab<\/span> <span style=\"font-weight: 400;\">In this context, <\/span><b>digital accessibility <\/b><span style=\"font-weight: 400;\">means, for example, having different communication channels on digital media, such as our website, so that users, when they contact our company, can choose the one that best suits them or their situation.<\/span> <\/p>\n<h2><span style=\"font-weight: 400;\">The benefits of digital accessibility of customer service<\/span><\/h2>\n<p> <span style=\"font-weight: 400;\">Providing accessible customer service <\/span><b>has many advantages<\/b><span style=\"font-weight: 400;\">, not only for customers but also for companies:<\/span> <\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">The first benefit is an <\/span><b>increase in customer satisfaction<\/b><span style=\"font-weight: 400;\">. By making the process simpler and more convenient for everyone, we encourage consumers to contact us with their questions, while improving their user experience and ensuring that they find a product or service that suits their needs.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Related to the above, improving our customers&#8217; satisfaction levels with the service they receive, also allows us to <\/span><b>increase the rate of loyalty<\/b><span style=\"font-weight: 400;\">. Users will be encouraged to repeat their experience with us and also recommend us to their family and friends.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Digital accessibility allows us to <\/span><b>improve our results <\/b><span style=\"font-weight: 400;\">and increase the number of people the product can reach.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Finally, digital accessibility allows us to <\/span><b>improve the image of our company<\/b><span style=\"font-weight: 400;\">. Customers perceive that our company cares about providing a quality service to all users, regardless of their condition or age. With this, we will also be able to create long-term relationships of trust with them.<\/span><\/li>\n<\/ul>\n<p> <img loading=\"lazy\" decoding=\"async\" class=\" wp-image-23075 aligncenter\" src=\"https:\/\/fonvirtual.com\/en\/wp-content\/uploads\/2022\/09\/ensure-digital-accessibility-300x200.jpg\" alt=\"ensure-digital-accessibility\" width=\"399\" height=\"266\" \/> <\/p>\n<h2><span style=\"font-weight: 400;\">Tools to ensure digital accessibility of customer service<\/span><\/h2>\n<p> <span style=\"font-weight: 400;\">It is common to think that digital accessibility solutions are complex, expensive or aesthetic. But this is not true, because <\/span><b>there are simple tools that do not require a large investment <\/b><span style=\"font-weight: 400;\">and can also be adapted to the image of our company.\u00a0<\/span> <span style=\"font-weight: 400;\">Here are some of them:<\/span> <\/p>\n<h3><span style=\"font-weight: 400;\">Real-time chat<\/span><\/h3>\n<p> <span style=\"font-weight: 400;\">In order to guarantee digital accessibility, we can implement a universal <\/span><b>instant messaging <\/b><span style=\"font-weight: 400;\">option: <\/span><a href=\"https:\/\/fonvirtual.com\/en\/web-chat\/\"><span style=\"font-weight: 400;\">real-time chat<\/span><\/a><span style=\"font-weight: 400;\">, available via a <\/span><b>button on the company&#8217;s website<\/b><span style=\"font-weight: 400;\">, which allows text messages to be sent in real time. In this way, the customer will simply have to click on the button through any browser to be able to initiate communication with an agent and solve their doubts without waiting.<\/span> <span style=\"font-weight: 400;\">On the other hand, this system can be complemented with features such as <\/span><a href=\"https:\/\/fonvirtual.com\/en\/cobrowsing\/\"><span style=\"font-weight: 400;\">cobrowsing solutions<\/span><\/a><span style=\"font-weight: 400;\">. With them, it is possible to <\/span><b>navigate with our customers and accompany them to facilitate the performance of certain actions <\/b><span style=\"font-weight: 400;\">(making a payment, filling in a form, signing a document&#8230;), improving their user experience and offering them a comfortable, simple and accessible navigation process.<\/span> <\/p>\n<h3><span style=\"font-weight: 400;\">WhatsApp<\/span><\/h3>\n<p> <span style=\"font-weight: 400;\">In addition to the previous option, <\/span><b>another instant messaging application <\/b><span style=\"font-weight: 400;\">with which we can guarantee the accessibility of customer service is <\/span><a href=\"https:\/\/fonvirtual.com\/en\/whatsapp-business-api\/\"><span style=\"font-weight: 400;\">WhatsApp<\/span><\/a><span style=\"font-weight: 400;\">, which meets these requirements, as it can be <\/span><b>used by anyone, regardless of its characteristics.\u00a0<\/b> &nbsp; <span style=\"font-weight: 400;\">In addition, although it is now possible to use it also through the web version, it tends to be used more on mobile devices. So, as well as complying with the regulations, it helps us to break the digital divide that makes it so difficult the relation between customers and companies.\u00a0<\/span> <\/p>\n<h3><span style=\"font-weight: 400;\">Video calls<\/span><\/h3>\n<p> <span style=\"font-weight: 400;\">Finally, for hearing-impaired users who <\/span><b>need personalized attention via sign language<\/b><span style=\"font-weight: 400;\">, <\/span><a href=\"https:\/\/fonvirtual.com\/en\/click-to-video\/\"><span style=\"font-weight: 400;\">video conferencing buttons<\/span><\/a><span style=\"font-weight: 400;\"> are the appropriate tool.<\/span> <span style=\"font-weight: 400;\">By clicking on it, the user can receive <\/span><b>personalized attention from a specialized agent<\/b><span style=\"font-weight: 400;\">. Not only do we guarantee digital accessibility, but we also offer an optimal user experience for all.<\/span> <span style=\"font-weight: 400;\">In addition, <\/span><b>for the elderly or those without strong technological skills, <\/b><span style=\"font-weight: 400;\">this button is a simple one-click solution to initiate communication.<\/span> <span style=\"font-weight: 400;\">As with the previous option, it <\/span><b>can also be supplemented with features such as collection browsing<\/b><span style=\"font-weight: 400;\">, so that we can also guide our customers through this.<\/span> &nbsp; <span style=\"font-weight: 400;\">All these channels can be included in our website through <\/span><b>customizable buttons<\/b><span style=\"font-weight: 400;\">. At Fonvirtual, we provide you with the widget so that you can adapt it to the image and characteristics of your company.<\/span> <span style=\"font-weight: 400;\">Finally, although there are alternative means that the new law obliges us to have, <\/span><b>we must not forget the contacts that occur through voice calls<\/b><span style=\"font-weight: 400;\">. It is therefore important to have a solution that allows us to <\/span><a href=\"https:\/\/fonvirtual.com\/en\/virtual-pbx\/\"><span style=\"font-weight: 400;\">integrate all channels<\/span><\/a><span style=\"font-weight: 400;\"> in a single platform.\u00a0<\/span> <span style=\"font-weight: 400;\">With it, not only will we be able to manage all customer contact channels from one place, without having to switch from one application to another, but we will also be <\/span><b>able to add or remove those channels <\/b><span style=\"font-weight: 400;\">we need to make our customer service more accessible. <\/span><a href=\"https:\/\/fonvirtual.com\/en\/contact\/\"><span style=\"font-weight: 400;\">Contact us<\/span><\/a><span style=\"font-weight: 400;\"> if you want to know more!<\/span><\/p>\n<style id=\"fv-blog-cats-css\"> nav.fv-blog-cats{--fv:#f6343f;--fv-osc:#d8252f;--fv-tinta:#1a1a2e;--fv-borde:#e6e6ea;font-family:inherit;max-width:1180px;margin:28px auto 18px;padding:0 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