What is Excellent Accessible Customer Service?

Did you know that according to the 2025 CX trends report by Zendesk, 73% of consumers will switch to a competitor after multiple bad experiences and over half of consumers will switch to a competitor after only one bad experience?

The importance of delivering excellent customer service can’t be understated, and your business needs to ensure all consumers can access the help they need. Customer service simply must be accessible. However, many teams often fall short which creates unnecessary friction, lost brand loyalty and lost business.

In this blog, we explore what excellent accessible customer service is, core components of accessible support and the actions you can start taking.

Contents

• Defining Excellent Accessible Customer Service
• The Business Impact
• How to Start Building Accessible Customer Service
• The Be My Eyes Accessible Customer Service Suite

Defining Excellent Accessible Customer Service

Accessible customer service is a core standard of excellence for any modern organization. As digital interactions become the default, businesses must ensure that everyone, regardless of ability, can access help, complete tasks, and feel valued throughout the service experience. It meets people where they are, in their language, on their terms, and with the tools they already use. And, when done right, it benefits everyone, not just customers with disabilities.

So what exactly makes customer service both excellent and accessible?

Accessible by Design

Great accessible service is built from the ground up to meet a wide range of needs. This includes:

• Interfaces that work with screen readers and keyboard navigation
• Simple, intuitive flows that minimize cognitive load
• Multimodal access from live calls to AI chat and image-based support
• Responsive design that works across devices and screen sizes
• Customizable user settings for font size, contrast, and color scheme.
• Support for multiple languages and reading levels

Accessibility should be woven into every channel and every step to ensure no customer is left out or forced into a workaround.

Empowering and Respectful

Excellent accessible service restores independence. For example, when a blind or low-vision customer can troubleshoot a product using visual AI, or when a deaf customer can resolve an issue through text-first support, it cuts resolution times, boosts customer satisfaction and promotes independence.

Seamless and Smart

The most effective accessible services are powered by the latest technology:

• AI-powered image interpretation, like Be My AI, helps users understand visual content, such as product labels or error screens, in real time.
• Visual assistance via one-way video, like Service Connect, allows agents to literally see through a blind or low-vision user’s device and guide them without any guesswork.

Businesses that implement AI and the latest tech solutions usually see vast improvements in support handle times and increased ROI.

The Business Impact

According to a 2020 study by Accenture, businesses that actively engage in accessibility achieve, on average, 28% higher revenue, double the net income, and 30% higher profit margins than their counterparts.

Accessible customer service can often have a bigger business impact than simply making it more seamless for users that are disabled.

When you make it easier for everyone to get help, you elevate your entire service experience. Accessible service is excellent service because it delivers value where it matters most: loyalty, reputation, and performance.

Loyalty

43% of customers spend more on brands that they are loyal to – Fundera

Customers stay with brands that understand them. When a blind or low-vision customer can get help without jumping through hoops that loyalty deepens. And, it often extends beyond the individual to their networks: family, friends, caregivers, and community.

Brand Reputation

Around 4 in 5 consumers need to trust a brand to consider buying from it – Edelman

Investing in accessible service sends a clear message: Everyone is welcome here. That message carries weight. Companies seen as inclusive are more trusted, better reviewed, and more likely to be recommended.

Operational ROI

Businesses can grow revenues between 4% and 8% above their market when prioritizing better customer service experiences. – Bain & Company

Accessible doesn’t mean expensive. In fact, the right tools drive down cost. Microsoft’s integration of Be My AI and Service Connect led to:

• Over 90% of support requests resolved without human involvement
• A 66% reduction in handle times
• Fewer repeat contacts and more efficient agent escalations

Market Expansion

An estimated 16% of the global population experience a significant disability – World Health Organization

That’s a massive and often underserved customer base. When services are accessible, businesses don’t just do the right thing; they tap into new market segments with real spending power.

Compliance + Risk Mitigation

2024 saw over 4,000 ADA lawsuits filed in state and federal courts – UsableNet

While accessibility laws vary by region, one thing is clear: non-compliance is costly. Lawsuits, fines, and public backlash can erode trust and damage a brand.

Accessible service helps businesses perform better because it puts people first. It creates seamless, scalable, inclusive experiences where everyone benefits.

How to Start Building Accessible Customer Service

Creating an accessible customer service experience doesn’t require starting from scratch but it does require intention, alignment, and the right tools. Whether you’re just getting started or leveling up your efforts, here’s a step-by-step guide to help you build accessible service that drives real impact for your customers and your business.

Audit Your Current Support Channels

Begin by reviewing your customer support ecosystem: websites, apps, phone systems, chatbots, and help desks. Ask:

• Are they compliant with recognized accessibility standards (e.g., WCAG, ADA, EAA)?
• Can users navigate with assistive technologies like screen readers, keyboard-only controls, or voice commands?
• Are there alternatives provided for visual, auditory, or motor-based tasks (e.g., captions, transcripts, simplified navigation)?
• Is your language clear, plain, and easy to understand? Identifying these gaps is your launchpad for change.
• Consider involving accessibility consultants or using automated and manual testing tools to ensure a thorough audit.

Engage Users with Disabilities

The best way to build accessible experiences? Ask the people who use them.

• Conduct user testing with people who have diverse disabilities; blind, low vision, hearing impairments, cognitive challenges, motor disabilities, and more.
• Gather qualitative feedback through interviews, surveys, and accessibility forums.
• Partner with advocacy groups and organizations who specialize in accessibility to gain invaluable insights and help validate your improvements.
• Use this input to guide feature design, copywriting, interaction flows, web accessibility and priority fixes.

Consider Purpose-Built Solutions

If building everything in-house feels daunting, you’re not alone. Many companies turn to accessibility-first platforms and third-party tools designed specifically to meet user needs quickly and affordably. Examples include:

• Platforms like Be My Eyes, which seamlessly connects visually impaired customers to AI support and live agents for assistance
• AI-powered chatbots with accessibility features
• Tools that support multi-modal communication

Train and Empower Your Support Teams

Accessible customer service isn’t just about technology, it’s about the people.

• Provide ongoing training on accessibility best practices and disability awareness for all customer-facing staff.
• Equip agents with the tools and scripts needed to assist customers with diverse needs effectively and empathetically.
• Foster a culture of patience, respect, and proactive problem-solving. Well-prepared teams improve first-contact resolution and customer trust.

Build Accessibility into Your Product and Service Roadmap

Make accessibility a core part of your product and service development.

• Include accessibility requirements in your design and engineering processes.
• Use accessibility checklists and automated testing in QA workflows.
• Prioritize features and updates that improve inclusivity and ease of use.
• Track accessibility metrics and user feedback over time to guide continuous improvement.

The Be My Eyes Accessible Customer Service Suite

The Accessible Customer Service Suite is a fully integrated solution built specifically to help businesses connect with blind and low-vision customers. It’s fast to deploy, easy to manage, and designed for real-world results.

Service Directory
Boost your accessibility profile with a branded, searchable listing in the Be My Eyes app where over 800,000 blind and low-vision users already look for support.

Service AI

Provide scalable, 24/7 support through image-to-text interpretation and an AI chatbot that resolves up to 90% of inquiries without human intervention.

Service Connect
Escalate seamlessly to live agents via one-way video and two-way audio calls. Agents see what the user’s camera sees, enabling fast and effective resolutions.

Together, these tools allow you to deliver excellent, accessible customer service for blind and low-vision consumers without overhauling your entire infrastructure.

Industry leaders like Microsoft, Sony, and Hilton are already integrating tools like Be My AI and Service Connect into their customer service experience. Ready to turn your existing customer service into excellent accessible customer service?

Book a FREE demo of Be My Eyes today.