Customer experience is a significant differentiator when it comes to creating a profitable market (CX). Differentiating goods or services is challenging because customers have access to retailers from all over the world. Aside from a few unusual exceptions, shoppers can typically find several companies that meet their needs. “Why would they choose you?” is the issue to ponder.
While customer acquisition is essential, so is customer retention. In this situation, a widespread misunderstanding in corporate circles is that delighting customers is the secret to retaining and increasing customer satisfaction. Unfortunately, research has shown that this is not the case and that while consumer delight may be beneficial, it maintains customer loyalty.
Your customer experience is the critical differentiator that can set your company apart from the competition. This measure has become a focal point for many companies seeking to expand. According to a new Gartner report, 66% of advertisers believe that customer experience is the battlefield of the future.
Fortunately, intelligent automation (IA) will help improve CX by attracting new consumers and retaining existing ones.
The pace at which problems settle is one factor that affects CX. Customers can also express their frustration via social media and other forums, and one area often discussed is the support offered to clients.
Many companies struggle with the pace with which they respond to customers when it comes to customer service. Although adding personnel to assist will aid in the near run, it is not a long-term approach to growth. However, with IA, specific solutions are introducing a significant impact.
Chat and Self-service
One place where IA can be highly beneficial is with chatbots, which I discuss frequently. Chatbots can respond to customer requests 24 hours a day, seven days a week, reducing the time it takes for consumers to receive a response. Chatbots operated by artificial intelligence (AI) can also aid in problem-solving. According to the MIT Technology Review, AI-powered chatbots have helped 90% of companies boost complaint resolution.
Chatbots are especially effective at assisting clients with problems when combined with self-service platforms such as knowledgebases. In specific ways, chatbots can help a company deflect between 30% and 50% of the load it needs to tackle, allowing agents to concentrate on more complicated and vital demands.
Omnichannel
The omnichannel dimension is another field that often goes unnoticed. Consumers now want companies to have a consistent experience regardless of how they interact with them. Making a service request via chat, email, or web form and then following up with a phone call is a stressful experience for many customers.
In these situations, users often must repeat all of their questions and problems, wasting time and effort. Customers often move between networks and companies that support omnichannel recognize this.
How AI and Data Can Improve CX
With over 2.5 quintillion bytes of data produced daily, businesses must learn how to cut through the clutter to have a meaningful interface for their consumers — and this is where IA will aid.
Using AI to Build Customized Offers
IA can combine with techniques like data analytics to help analyze data and the trends it poses. Companies can better understand what people are interested in and what they may be interested in following this data. This technology has proven highly popular at Netflix, where the algorithm generates customized viewing suggestions for millions of consumers worldwide.
IA can assist in more than just personalized content curation. Consumers are still looking for unique and creative goods and services that can help suit their needs.
Gathering client input is a great way to determine what’s working and what needs to change in every business.
Thanks to IA, this data can turn into actionable observations that businesses can use in their product roadmaps.
Using AI to Help Your Teams
The quality of service rendered is a frequent criticism leveled at service teams in many industries. Additional preparation is often suggested as a way to close this gap. This approach works, but it takes a lot of time and effort.
Fortunately, IA options can complement current capabilities by providing feedback and prompts at critical decision points. Combining technologies and people will help automate complicated experiences while improving the overall customer experience.
Bottom line
Artificial intelligence (AI) plays a significant role in the automation industry. Different innovations in the tech industry boost AI, including other chatbots and algorithms that assist customers on time.
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