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Home Blog Why is Good Accessible Customer Service Important?
Over half of consumers believe great customer service is more important than product price. (Hyken)
July 6, 2025
Customer expectations have never been higher.
People want fast responses, personalized experiences, and smooth interactions with the brands they trust.
But, there’s still one aspect of excellent customer experience that’s often overlooked.
Accessibility…
For millions of people worldwide living with disabilities, interacting with customer support can range from frustrating to impossible with many organizations not having accessible support.
However, companies that prioritize accessibility serve their customers better, improve loyalty, reduce costs and also open up doors to new markets.
In this blog, we break down why good accessible customer service is important and explore the economic, legal, and brand-building reasons to invest in accessible customer support.
Good customer service is about delivering what every customer wants: a fast, personalized, and empathetic response to their needs. When customers feel heard and understood they’re far more likely to remain loyal to your brand.
Customer-obsessed organisations reported 51% better customer retention than those at non-customer-obsessed organisations. (Forrester)
Take Microsoft’s Disability Answer Desk as a powerful example: by integrating Be My Eyes’ Service Connect and Service AI solutions, Microsoft reduced average call times by 47%, and achieved an impressive 61% AI-only resolution rate — meaning most requests were solved by AI without human intervention
Accessible customer service means designing every touchpoint, from phone menus to chatbots to in-person support, so they’re usable by all customers, including those with disabilities. This includes people who are blind or low vision, deaf or hard of hearing, have cognitive or neurological differences, or experience mobility or speech challenges.
Accessibility is also quickly shifting from a “nice to have” to a legal requirement. In the European Union, the European Accessibility Act (EAA) is now in force, mandating that products and services including digital customer service channels be accessible to people with disabilities across all member states.
For blind and low-vision customers in particular, everyday tasks like reading error messages, unboxing new products, or interpreting visual cues in apps and websites are extremely challenging without accessible support.
And, the numbers aren’t small…
Investing in accessible customer service also makes strong economic sense and can significantly boost your brand reputation.
The global disability market holds over $6.9 trillion in annual disposable income. This represents a substantial and often under-served customer base. Companies that prioritize accessibility tap into this vast market potential, gaining not just new customers but loyal advocates.
Here are a few of the economic and brand benefits to accessibility:
Accessibility encourages innovation by challenging businesses to design products and services that are usable by everyone, regardless of ability. This inclusive mindset often leads to breakthroughs benefiting all customers, enhancing usability and customer satisfaction broadly.
Brands known for accessible service build trust and goodwill. This positive brand perception translates into increased customer retention, higher referral rates, and a competitive edge.
Increasing customer retention by just 5% can increase profits by 25% to 95%. (Bain & Company)
Good accessible customer service reduces the risk of lawsuits, penalties, or market exclusion due to non-compliance with laws like the European Accessibility Act (EAA) and the Americans with Disabilities Act (ADA).
Accessible services open doors to millions of potential customers who might otherwise avoid or be unable to use your products or services. This inclusion expands your market size and creates opportunities for growth that competitors who overlook accessibility simply miss.
Accessibility initiatives contribute to a company’s CSR goals, reinforcing its commitment to diversity and inclusion. This can improve relationships with investors, partners, and communities.
Incorporating accessible service excellence creates meaningful connections with all customers, ensuring that no one is left behind. It completely changes how customers engage with your brand and creates a more coherent, empowering experience.
46% of financial institutions using artificial intelligence have reported an improved customer experience. (NVIDIA)
Modern tools like Service Connect and Service AI demonstrate how technology can empower accessible customer support. These tools as part of our Customer Accessibility Suite incorporate features designed to accommodate the diverse needs of the blind and low-vision community.
For example, Service AI technology brings state-of-the-art visual assistance to people who are blind or have low vision.
Integrated with the Be My Eyes app, Service AI resolves user requests up to three times faster than traditional methods. Trained and tailored specifically to your company’s business, Service AI provides tools such as visual image-to-text interpretation and context-aware chatbots, all while reducing costs and improving customer satisfaction.
One-click video calls, specially designed for blind or low-vision users, simplify the process of reaching live agents. This feature removes common barriers such as navigating complex phone menus or websites, creating a smoother and more dignified support experience.
Companies utilizing AI-powered accessible support report quicker resolution rates. Faster, more effective problem-solving reduces customer frustration and operational costs while boosting Customer Satisfaction (CSAT) scores.
92% of consumers trust recommendations from friends and family over any other type of advertising. (Nielsen)
People with disabilities, along with their families and allies, represent a significant and loyal customer segment. Brands that provide accessible customer service show genuine respect and understanding, often earning repeat business and positive word-of-mouth referrals. This loyalty can translate into consistent revenue streams and brand ambassadors who advocate on your behalf.
Leading in accessibility often goes hand in hand with innovative customer service solutions. By adopting cutting-edge technologies that improve usability for all customers, businesses can elevate the entire customer experience, setting new standards in their industry.
Implementing accessible customer service may seem daunting, but taking a structured approach can make it manageable and impactful. Here are practical steps to begin your accessibility journey:
By following these steps, your business can transform customer service into an inclusive, accessible, and competitive advantage.
Want to learn more about how Be My Eyes can help with your customer service accessibility? Request a demo today.
