Providing an excellent customer experience is a primary competitive brand differentiator and to build long-lasting customer relationships, a brand must use all the resources at hand and deliver a seamless experience.
Fremont, CA: Customers are loyal to a brand as long as the brand is loyal to the customer. To achieve customer loyalty, companies must strategize accordingly to make transformational changes. A relationship of a brand with its customers is perpetual, which is either reinforced or derailed due to many reasons. Thus, the tools used by the brand must be cohesive and engaging. To build more profound and meaningful relationships, a brand must listen and understand its customers. Here are the ways brands can improve customer experiences.
Data, Agents, and Channels
Today, brands are currently in the experience economy, which means that customers are always seeking a great experience. The three elements that shape a customers’ experience is data, agents (human or digital), and the channels that customers use to communicate with a brand. The data customers generate by interacting with the brand provides tremendous insights into their experience with the brand. Understanding and analyzing the data can suggest actions to make their journey better. The agents, whether human or digital, the brand uses to interact with the customers, play a crucial role because they are responsible for engaging with the customers. Lastly, the channels that the customers use to interact with the brand, when siloed, can hamper the ability of the agent to engage with them. A competent omni-channel experience can help deliver a fluid experience.
Technology plays a significant role in customer service. Transitioning from an on-premise contact center to the cloud is excellent for growth and innovation. However, it creates a disruption that pushes that brand to re-work their processes, re-train its employees, shifting IT operational responsibilities, and redefining the interaction with their customers. Selecting a hybrid cloud service is a smart way to benefit from cloud innovations while continuing to run critical operations without interruptions. By adopting new cloud services, the brand can slowly begin to cloud-enable the contact center to reap the benefits of the cloud quickly, cost-effectively, and with less risk.
To provide the customer with a seamless experience, a contact center agent works with several disconnected systems, streamlines information, and content while finding an expert to solve the customer's issue. The overwhelming task of an agent can be simplified by using artificial intelligence (AI) and machine learning (ML). Bot self-services and virtual customer assistants help agents with real-time context, intelligence, and cognition, reducing their work and information overload. A survey conducted by Aberdeen Group shows that AI can help the agent predict the need of customers, putting context around the customer experience and delivering it across every channel. AI reduces tedious tasks and provides the right information at the fingertips of the agents so that they can provide tailored customer service.
Providing a remarkable customer experience is a key brand differentiator. The first moment a customer interacts with a brand is a chance to build a long-term relationship. By analyzing data, using technologies like AI and ML, and leveraging cloud services can deliver excellent customer experience and ensure success.