From call scripts to competitive edge: how ElevenLabs can supercharge Customer Success (without replacing you)

As Customer Success professionals who are looking to integrate AI into our workflows, we might often be focussed on this to write our emails, manage our calendar, or automate admin. All of that is valid, but very much sits in the boring camp when it comes to what AI can really do to add value for us.

That's when we move on to tools like ElevenLabs, a voice AI platform that’s making waves across CS and Support teams who want to do more, with less stress, and ideally fewer late night fire drills. It can also very quickly get to a point of exceeding 100% ROI (more on that later).

But before we crown it the new CS MVP, let’s take a closer look at how it helps, where it stumbles, and how to make it work for your team.

What ElevenLabs does well (and why you’ll care)

1. Customer Support Automation: If your teams are getting tired of handling the same “How do I reset my password?” query at 10 pm (even after the customer has used the built in password reset!) ElevenLabs can deploy AI voice agents that handle FAQs, triage calls, and escalate when needed. It’s not just reactive; it’s relentless (in a good way).

Actionable Tip: Start with a pilot for Tier 1 support. You’ll quickly see time savings and improved response rates.

2. Onboarding & Training: Voice generated welcome messages, personalised training walkthroughs, and audio versions of onboarding guides mean new customers aren’t stuck reading PDFs or waiting for your next available time slot.

Actionable Tip: Automate parts of your onboarding journey with voice content that matches your tone and style. Think: “on brand Siri”.

3. Proactive Outreach: Renewal nudges, QBR reminders, or “just checking in” calls can be initiated by AI generated voices. This keeps the human touch without the human burnout.

⚠️ Quick Caveats: Don't do this if you're working in an environment where calls or videos aren't the norm. If a voice update isn't something you'd do at all, don't force it with AI. ALso while it’s great for reminders, don’t use AI to pitch your upsell. Robots haven’t quite mastered “reading the room” yet.

4. Multilingual Support Got customers in Brazil, France, Japan and Germany? ElevenLabs offers multilingual voice support in over 29 languages. That’s localisation without the translation headaches.

Actionable Tip: Identify your top non English speaking customer groups and test voice support to improve satisfaction and accessibility.

I personally used ElevenLabs to create a walkthrough of a major new feature for a client, recorded in eight different languages. Instead of paying for expensive translations or coordinating multiple voice artists, we generated consistent, high-quality audio across all languages, saving the client significant time and money. That’s scalable onboarding in practice.

5. Voice Analytics & Insights Every call can be transcribed, analysed for sentiment, and scored for performance. It’s like having an always on coach whispering (nicely) in your ear.

⚠️ Complexity Warning: This part takes some integration effort. Start small and partner with your data team if needed.

Why this matters: The competitive edge for CS

Voice based AI doesn’t just lighten the load, it transforms how Customer Success operates. Recent data shows 78% of organisations are using AI in at least one business function (up from 72% in early 2024). And in 2025 AI is projected to power 95% of all voice and text interactions (source: https://www.plivo.com/blog/ai-agents-top-statistics/). When AI handles routine, multilingual, and analytical tasks, CS teams are free to focus on proactive engagement, relationship building, and strategic value creation, the true drivers of retention and growth.

Where it doesn’t quite deliver (yet)

ElevenLabs is powerful, but let’s be realistic:

• It can’t handle nuanced commercial negotiations. Leave renewals and upsells to humans.
• It can’t replicate genuine empathy or cultural nuance. Emotional intelligence still belongs to CSMs.
• Robots aren’t ready for QBRs, clients will know. Save the AI for prep not delivery.

How to move forward from here

Below is a phased approach to introduce ElevenLabs into your CS strategy:

• Phase 1 – Pilot AI voice support for Tier 1 FAQs or onboarding scripts.
• Phase 2 – Expand into multilingual training and proactive outreach.
• Phase 3 – Integrate voice analytics into your customer health scoring model.

Typically you would see around 40-60% ROI during phase 1 and 2, with that exceeding 100% during phase 3, of course depending on the quality of your implementation and the success metrics you have set up for yourselves.

Tip: Involve Legal and InfoSec early to ensure protections where needed. Ensure consistency in tone and brand across voice and text channels otherwise your client journey will appear disjointed and false

ElevenLabs isn’t here to replace the CSM. It’s here to amplify your reach, freeing you to focus on strategy, relationships, and outcomes. When used thoughtfully, voice AI can help shift CS from a cost centre to a strategic revenue engine. Go on, give your voice a break. Just don’t let AI do the cross selling.

Would you use voice AI in your CS strategy? Have you tried ElevenLabs or something similar? I’d love to compare notes. Or if you're intrigued by the above but just don't know where to start on implementation - get in touch!