Customer experience (CX) is a key element affecting your company’s profitability. With 86% of consumers willing to pay more for better CX, its importance is experiencing exponential growth.
To enhance and support your customer experience strategy, it’s imperative to take advantage of the available technologies. The 21st-century consumer has high expectations. Without the technology to back you up, it may be hard to meet them.
Let’s take a closer look at the technology you can use to streamline customer satisfaction and improve all aspects of their experience.
1. Chatbots.
The importance of top-notch customer support is hard to ignore. More than 90% of consumers are likely to make repeat purchases from companies with stellar customer support. However, providing 24/7 high-quality support is a luxury many businesses can’t afford.
That’s where chatbots come in. These programs can offer answers to immediate questions to help customers complete their purchases. While simple chatbots can only do basic tasks, AI-powered chatbots can:
- Work with large knowledge bases.
- Provide near-human-level communication.
- Lead guided conversations.
- Reroute customers to human assistants when the problem requires their attention.
Besides improving customer experience, AI-driven chatbots reduce the load of work for the company’s employees. By answering questions and dealing with basic problems, chatbots give customer support teams an opportunity to work on complex issues.
Together, chatbots and customer support reps resolve problems faster and more efficiently.
2. Survey tools.
Your Sales and Marketing Teams juggle tremendous volumes of information to learn your customers’ needs and desires. However, the people who know the most about these needs are the customers themselves. The simplest way to learn the customer’s opinion for streamlining their experience is to ask.
Being proactive by gathering customer feedback can help you build a seamless customer experience strategy. Meanwhile, you can use this feedback to improve your sales and marketing efforts.
While basic surveys can be efficient, the advanced survey technologies allow you to create custom questionnaires and power them up with custom graphics. Meanwhile, you can analyze the gathered feedback to adjust your product development, customer support, and customer experience tactics.
3. Artificial intelligence.
Artificial intelligence tools learn from communicating with the customer to help them enjoy the best experience with your brand. Meanwhile, they provide actionable insights into customer’s habits, behavior, and preferences.
AI-powered programs are becoming an integral part of customer experience strategies for numerous companies. They can:
- Analyze customer data and continuously learn from it. This can help companies provide relevant content, improve the customer’s journey, and maximize sales opportunities.
- Offer predictive behavior analytics. By figuring out what customers want before they even know about it is an excellent way to improve customer experience. AI can predict customer’s behavior based on past data.
- Streamline personalization. The data gathering and analytics options offered by AI-driven tools help personalize the customer experience, improving it in many ways. Since personalization is the key to a successful CX strategy, this technology deserves special attention.
While certain challenges accompany using artificial intelligence, new tools are appearing every day.
With the right approach to their implementation and upgrading, it’s possible to improve CX and gain a competitive edge. It’s worth noting that according to Garner’s survey, almost 80% of companies plan to compete mainly on customer experience.
4. Cloud-based solutions.
The ability to interact with your customers at any time and anywhere is highly important to achieving customer satisfaction. That’s why cloud-based technologies are becoming extremely important, especially during the restrictive measures related to the pandemic.
Without cloud-based systems, employees are limited to location-specific software, making it harder to cater to the customers’ needs efficiently. They can’t access relevant data at the right time to address a customer’s problem.
With cloud-based technologies, it’s possible to:
- Arrange timely responses.
- Customize customer experience.
- Gain access to customer data in real-time to improve the customer journey.
- Create dynamic communications across mediums preferred by the customers.
- Integrate data analytics.
While your company’s cloud-based solutions don’t affect the customer directly, they improve your customer experience strategy by providing the much-needed tools to achieve your CX goals.
5. Automation.
Today, it’s nearly impossible to find a customer, who isn’t pressed for time. Automation can streamline your work operation while improving CX across all channels.
Anything that can speed up your customer’s interaction with your company is bound to increase satisfaction rates. Examples of such automation include:
- Automating customer check-in emails.
- Using automated help desks to resolve problems quickly.
- Routing support tickets based on urgency and importance.
- Creating email workflows.
- Automating surveys and feedback forms.
Automation and machine learning can help you optimize a big part of your work processes while creating more time for designing a personalized experience for each customer.
6. Omnichannel experience.
The 21st-century consumer expects the company to provide support across channels that they prefer. Besides getting a response on any channel the consumer chooses, they want the customer support representative to remember the interaction when they make contact on another channel.
To avoid a disjointed CX, it’s imperative to take advantage of technologies that make omnichannel experience possible. They include:
- Chatbots for 24/7/365 support.
- IoT for omnichannel shopping.
- Recommendations to personalize the shopping experience.
- Predictive analysis.
By providing an omnichannel experience to your customers, you are maximizing your company’s reach and keeping the consumer from shopping around.
Support your customer experience strategy with Capacity.
Creating a powerful customer experience strategy is impossible without implementing the latest technologies. While your competition may still be somewhat behind the top tech solutions, your customers already expect you to demonstrate knowledge and expertise to improve their experience.
At Capacity, we focus on helping you improve your customer experience strategy. With our tools like chatbots, surveys, human-in-the-loop, and guided conversation, you can take customer experience to a new level and gain a significant competitive edge.