According to the most recent customer engagement research, businesses that fail to communicate effectively with their customers end up deeply frustrating them. In particular, far too many businesses continue to make the mistake of assuming that one-way communications are sufficient when a conversation is what truly makes customers feel heard, valued, and appreciated.
When customers are unable to directly respond to a message they have received from a company, they believe the company is speaking to them. Customers frequently have to repeat themselves to an agent after sharing their issue with a chatbot or another human representative.
Furthermore, customers are perplexed as to why businesses do not allow them to switch communication channels while interacting with the company, such as switching from phone to text and back. Customers reason that people do this with colleagues and friends all the time, so why are brands lagging behind?
Using Artificial Intelligence to Create a Next-Level Customer Experience
AI may appear robotic and impersonal, but it can actually create a satisfying customer experience. Businesses are deploying chatbots to serve their customers 24 hours a day, seven days a week, even when their human agents are fast asleep.
In real-time, these digital customer service representatives can answer questions, place orders, and provide assistance to customers. And, if a particular request is too complex for the chatbot to handle, it can route it to a human agent with the necessary expertise.
Everyday Priority Is Customer Experience
Improving customer experience begins with meaningful conversations, but too many businesses commit the three no-nos that lead to a bad experience: forcing customers to repeat themselves; failing to answer customer calls, or allowing customers to contact them on alternate channels when the main channel is unavailable, and struggling to engage customers on their preferred schedule. When businesses fail to prioritize the customer experience, no one wins. Are you ready to embark on a journey into the new world of customer experience? Call Cegura Technologies today!
