Modern technology has truly changed the way brands are communicating with the customers. Providing customer experience today is not just crucial but very much possible with modern tools of ongoing digital transformation. Your customers now can experience truly comfortable journey with you- thanks to digital innovation of modern age- the age of industrial revolution 4.0.
So the question is - Are you in the game?
Are you ready to handle the competition?
What are the right tools to provide awe-inspiring customer experience?
What makes a seamless customer journey?
How can you beat the competition?
The answer is right here as you read the article.
Customers today are accustomed to flexible and proactive personal communication platforms (WhatsApp, Facebook Messenger, Skype, etc.). Unless brands can create customized and seamless journeys, their services will not be of much benefit to customers. The point is that today there are no excuses for brands to resort to old ways of interacting with customers. With intelligent industrial-led advances in machine learning and deep learning, it is in an enviable position to digitally transform its ecosystems by deploying chat sites.
"85% of all customer service interactions will be handled through Chatbots by 2020," Gartner said
Although customer-human chat sessions have always been part of the customer service journey, they have often not shown truly satisfied customer experience. Chatbots are slowly becoming a game change for organizations not only to enhance their customers' experience but also to build their own brands. Global smartphone penetration is expected to exceed 65% in 2018, so is data access and thus chatbot on either the web, mobile or messenger apps will become the center of the customer service strategy and customer experience that organizations should use. This AI-driven mechanism and deep learning algorithm will ensure robots can communicate as we humans do.
How chatbots can improve a customer's journey
A customer journey map is a visual representation of each interaction with customers. However, it is no longer simple to set and deliver. Customers move seamlessly between channels and devices (online and offline), but still expect personalized services. Communicating with them in the right place at the right time is a challenge and an opportunity. It's where the chat software comes in. It allows brands to create a successful customer journey for all multi-channel platforms.
By dealing with increasingly complex tasks and managing more credible "human" interactions, it enables service representatives to undertake other mission critical tasks. This results in meeting customer expectations, regardless of the channel they choose.
Steps to customize chat sites across the customer's journey
- Make sure high-value content is available
- Address customer requirements through detailed and relevant FAQs and access to CRM histories
- Speak in client language - a good chatbot must be able to provide multi-channel and multilingual support
- Tracking and segmenting customers based on profile and behavior patterns
Advantages of chatbot driven Customer Journey
- Effective handling of frequent customer inquiries saves time for the customer and reduces effort in delivering service
- Instantly customize interactions based on customer analytics
- Ability to handle multiple clients at once, without human assistance
- Provides 24/7 support service, without any restrictions on time zones or opening hours
- Valuable insights into customer buying behavior using order history and suggestions for the next order
- Minimum cost and resource reduction
In this fast-paced world, competitive differentiation is all about providing the best possible experience at every step of the customer journey. There is no doubt that time is running out for those who still doubt the impact of work on the use of chatbots to lead these trips. After all, it is the world of robotics. Unless brands have chat sites on their part, to guide customers through meaningful and sustainable journeys - they may lose competition.
We would love to hear from you and be of any assistance. Drop us an email at email@example.com.
MORE FROM OUR BLOGS
Designed a Cognitive Solution for effective data extraction & management for a leading Real estate giant
Implemented a cognitive solution embedded in AI & ML to seamlessly extract data from financial documents like invoices, rent receipts and user data, which reduced manual efforts and reduced costs by 50%
Accelerated digital transformation for a leading housing & real estate company
Developed an automated data extraction platform for seamless extraction of rent documents, receipts and secure data storage
Espires top 10 webinars for fy20 21 a win win for us our partners and customers
With FY20-21 in hindsight, in this blog, we share a list of Espire’s top 10 webinars from the past financial year that resulted in win-win for us, our partners and our clients!
Hyperautomation a practical solution for businesses in 2021 and beyond
The task of automating complex systems and processes, hitherto handled by humans, can still not be made possible by one single automation tool, the need is to bring together the different tools and technologies to create a synergy that can help you automate seamlessly, more rapidly and at scale. For this, hyperautomation fits the bill.
Is automation the new normal in the logistics and supply chain management
McKinsey in its report on automation in logistics anticipates that fully automated warehouses with autonomous vehicles patrolling the aisles will become a reality sooner. Logistic sector is poised to witness managers with Augmented Reality (AR) glasses to have complete visibility over the entire scale of operations and fluid co-ordination between human employees and robots for faster, responsive and efficient operations.