‘Dear Customer, We Can’t Hear Your Voice Note on the CRM’ 😭

Why Voice Notes Are Killing Customer Care — and How We’re Coping

Let’s talk about voice notes.

Yes, those long, dramatic, slightly passive-aggressive ones customers send at 11:43 PM with music playing in the background and someone yelling “weka volume!” in the distance.

“Hii line yenu iko na shida… na vile nilijaribu kuitumia jana… yani siwezi!”

First of all… why is the baby crying in the background? 😭
Second… we can’t download voice notes on the CRM system. We’re not using WhatsApp Web, Brenda 😩

🎧 The Voice Note Invasion

In 2025, everyone wants to send voice notes — they’re fast, emotional, and less effort than typing.
But for customer care agents trying to log issues, forward complaints, or find that one sentence where the problem was hidden, it’s a nightmare.

You have to:

And THEN type out a summary like:

“Customer says… line is not working and is… frustrated?”

👩🏽‍💻 The Human Side of Digital Tools

Customers think they’re being helpful by “explaining clearly.”
And hey, we get it — typing a whole paragraph is stress.
But the back end doesn’t hear your voice note.
The system needs words. Text. Receipts. Screenshots.

And when the same customer gets mad because “Hakuna mtu amenijibu,”
…we’re like — You sent a voice note at midnight, Moses 😭

🧠 Here’s What We Wish Customers Knew:

Voice notes are hard to archive or forward

They don’t work on all service channels

Agents are juggling 7 tabs and can’t be playing audio in the middle of it all

If you must send one, please send a short written summary too

Have you ever sent a 4-minute voice rant to customer care? 👀
Or have you received one that made you laugh, cry, or stress-eat?

Tell us your wildest voice note moment using #TeleSkyVoiceDiaries