In this competitive world, every company wants to become more efficient, productive, customer-friendly, and attractive to customers. These are also the main focal points for the industry leaders, and a recent report shows that inconsistency in a company can hamper the overall customer experience strategy for most businesses. It is highly important to address as failing your customers is similar to failing your business and its objectives.
When the companies are asked about the areas that can offer maximum value for money along with improved customer experience, 40% of them addressed self-service solutions, while 18% of them pointed to personalization. Similarly, 12% of them agreed on productivity tools, while only 8% of them offered their votes for AI and chatbots. When it comes to the US customers, 68% of the consumers consider their phone to be the first choice for customer support, and 55% of them prefer online chat with a live agent rather than an AI system. As a result, the companies are upgrading their customer service systems to value more human-to-human interactions while supporting the agents.
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Self-Service Revolution
Although online users like phone support, the digital self-service revolution is widely visible among companies. Although mobile-friendliness is important. 34% of the customers still want to opt for self-service options. Obviously, you do not want to lose 1/3 of your potential customers, and so, you should provide options where they can do it on their own with a sense of control and ownership. The e-commerce platforms and apps like Amazon and Uber have trained customers to have an instant and easy online experience where they collect data from an order of groceries or a choice of entertainment. While this can improve the list of recommendations, it also offers a fair chance for consumers to complete the task on their own.
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A Competitive Differentiator: Personalization
Modern-day companies are highly focused on their customers, or rather, on each customer to fulfill their unique needs. More than 18% of the companies have made huge investments to improve personalization so that they can retain more customers and loyalty among them. According to the market research, 79% of the total consumers highly prefer a personalized experience where they feel valued and appreciated. It is not just about email marketing, as they can feel disengaged when a ton of emails are being bombarded in the inbox. It is time to utilize smart data to create personalized marketing language that brings everyone together.
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Relevant Human Connection
The modern world has indeed pushed companies to make more investments in digital transformation and advancement; however, human-to-human connection is still valued in most industries. More than 68% of customers still prefer talking to a real agent rather than self-service and chatbots. Technology has become even more advanced as modern AI and chatbots are made with the attributes of NLP, or natural language processing. Still, the modern consumers, including Gen Zs and younger Millennials, are more likely to avail themselves of self-service solutions, and they are quite tech-savvy in this case.
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Efficiency and Productivity
Productivity is defined by the efficiency of the workforce, and some companies believe that efficiency can be instilled by removing workers and assigning automated AI systems. Instead of removing them, the company needs to provide them with training that can make them more productive in their position. AI should be assigned to menial tasks and automated systems where repeated work will be done by AI, and you can have more time to give to your business.
The most successful companies are more likely to find a fine balance between human connection and digital efficiency to walk with them side-by-side, and you should do it too!
