When you think about building a successful business, one of the most significant success aspects is customer experience (CX). As customers can acquire vendors globally, making a difference with your services or products could be a challenge. Apart from some rare differentiators, buyers have multiple choices where they can leverage the benefits of services. So, there must be a strong reason for them to choose you.
Acquiring a customer may be your initial step towards success, but retaining your customers is what matters most. Businesses often perceive that delighting customers is the key to customer retention and loyalty. Unfortunately, as per Gartner's stats, customer delight has a minor impact on overall customer loyalty.
So, customer experience is the critical metric that can help your business stand out from the competition. CX has become the prime focus for many enterprises that are looking for growth. 66% of marketers consider CX as the battleground of the time ahead.
Fortunately, multiple technologies are becoming the key to driving a better customer experience. And one of those technologies is intelligent automation (IA).
This confluence of technology and capabilities such as BPM, RPA (Robotic Process Automation), AI (Artificial Intelligence), and other data integrations enable the future of customer experience that will help you outshine the competition. Read on to know more.
Improving response speed and quality of response
One area that impacts customer experience is the speed at which you can resolve an issue. Nowadays, customers have multiple forums where they can share their feedback, and the quality of customer service is what they often mention.
Keeping in mind customer service, businesses often struggle with the response speed that they provide. Although adding resources can help reduce short-term impacts, it's not a solution for the long term. Therefore, with intelligent automation, the implementation of some solutions can make a significant difference.
Chatbots
Chatbots are another significant area where intelligent automation is of considerable help. Being capable of responding to customer queries 24x7. It significantly improves response time. Moreover, AI-powered chatbots can help refine problem resolution. As per a study, AI-enabled chatbots have helped resolve complaints in 90% of the business surveyed.
When paired with self-service tools such as knowledgebases, chatbots can help customers deal with multiple issues. They can avert up to 50% of the business load, letting agents aim at more critical and complex demands.
Omnichannel dimension
These days, customers around the world expect a seamless experience irrespective of their ways of engaging. However, some customers find it frustrating to make service requests through email, chat, or web form and follow up through a phone call. In these cases, customers often need to repeat their issues and concerns, which may waste their time and effort.
Businesses that utilize the omnichannel dimension understand that customers may frequently switch between channels. With the integrated IA tools, you can update different customer touchpoints, records, and requests in real-time. It helps improve the overall customer experience.
Combining data with intelligent automation
Every day, we create over 2.5 quintillion bytes of data. So, you need to start filtering through all the clatter to provide your customers with a seamless experience. That's where intelligent automation is helpful; let's see how.
Build Customized Offers
IA integrated with data analytics can better understand data and its patterns. Using this information, you'll understand what your customers are interested in and their subsequent interest. Customers are always in search of innovative services and products that can fulfill their needs. Collecting customer feedback is a helpful way of understanding which areas you need to work on. You can translate all the information into actionable insights that you can use with your product roadmaps.
Simplify complex interactions
The quality of service is a key concern for many customers. In most cases, additional training can be the best solution, but it's often labor and time-intensive. Luckily, IA can help you in guiding by adding value to the existing skills and promoting key decision points. This amalgamation of humans and technology can simplify critical interactions and boost the overall customer experience.
Conclusion,
The customer requirements are only getting more specific. With the knowledge and options available in the market, only the best CX will help attain and retain loyal customers. Intelligent automation will play a catalyst to drive customer experience. It unifies your data's latest technologies to help you better perceive customer needs and offer them an enhanced experience.
