The floodgates have opened for industry disruption. Changing the customer experience, the applications of AI are thrusting us into the future of cx and beyond.
It sounds like something from the Jetsons, but artificial intelligence is here to stay.
Robotics and machine learning are driving new innovations across almost every industry, from mechanics to manufacturing. While they can make processing quicker and job sites safer, these technologies also play another important role: ai in customer experience is transforming the way companies interact with their customers.
Gone are the days when a well-staffed help desk was all you needed to succeed in this space. Today’s support leaders are empowering associates with AI tools to transform the client journey.
Today, we’re sharing a few ways this trend is disrupting the industry in all the right ways.
Ready to learn more? Let’s go!
1. Self-Service is Now Standard
Customers would rather reference your company’s website or interact with an online assistant than call you with a question. According to recent research, this is a trend that’s gaining momentum.
In 2012, Forrester reported that only 67% of people 1 used online FAQ guides. In 2015, that number jumped to 81% and continues to rise.
In today’s digital age, no one wants to call an agent and wait on hold for an hour. With automated chatbots and virtual assistants, they don’t have to. Now, they can hop online, click the “Chat Now” button and find the answers they need.
No, they aren’t perfect, but these tools free up customer support representatives to focus on the more layered and nuanced issues that a robot can’t support — yet.
2. Personalized Content Reigns Supreme
Generic, blanketed content won’t cut it anymore. Today’s customers are more discerning and selective than ever before, craving custom experiences tailored to their needs, goals, and preferences.
When you can achieve this, you’ll earn their loyalty alongside their dollars. In fact, 49% of shoppers 2 report buying an impulse item because they received a personalized recommendation from a brand.
How do you know what to suggest? Artificial intelligence can get you there.
With customer journey mapping, you can track your customers as they interact with your enterprise.
What are their preferences and avoidances? How many touchpoints does it take before they make a purchase? Are there any points of friction to note?
Once you know the answers, you can attach automatic, custom interactions at every key touchpoint, encouraging them along their journey. You can also remedy potential issues before they occur and adjust the process in response to market conditions.
In turn, more engagement equals more accurate data, which teams can then analyze to glean actionable insights on what works and what doesn’t.
3. Around-the-Clock Support That Never Sleeps
We’ve all been there. You have an urgent technical question at midnight but the company service desk won’t open until 9:00 a.m. the next day.
The AI customer experience renders this frustration obsolete.
While most companies could never dream of staffing a 24/7 help desk, self-service tools can be online all day and night. While support availability has always been a CX mainstay, it’s no longer a nice-to-have option, now. It’s a requirement if you want to keep pace with competitors and keep your brand top of mind.
What’s more, you can use AI to meet your clients where they are via an omnichannel engagement strategy.
Do they most often find you on social media? Or, is email their preferred medium? Regardless, they can find a listening ear and the support they need.
4. Comprehensive Support at Work and Home
Want to make an impression on your customers? Give them a service that goes beyond solving a pain point and makes their lives easier, to boot.
With AI, you’re able to do so.
Take banking institutions, for example. Industry-leading ones now offer automated services that sync with Google Home and Alexa. This means customers can pay their bills and schedule transfers in a second.
Could your e-commerce shop allow shoppers to order products via voice search? Consider the ways this technology can transform how your target audience accesses your brand. Leading ones are leveraging resources such as facial recognition and fingerprint technology to help expedite the path to purchase.
5. Ensuring a Positive, Upbeat CX
Even the best customer support reps have their “off” days. While it’s next to impossible to be upbeat and engaging all the time, AI platforms don’t share the same real-life stresses.
As such, they’re able to remain cheerful, even under the most distressing customer interaction. Keeping in mind that 82% of customers 3 will bail on your brand if they receive poor customer service, this is one investment you can’t afford to skip.
6. Improved Product Discovery
Customer service doesn’t always begin with an inquiry or request for troubleshooting support. It starts with making sure your clients can find your brand and locate the information they need.
According to a recent report, 52% of customers 4 are still having a difficult time finding the products they want online. Moreover, 68% are willing to consider an alternative solution if their first choice is unavailable.
A robust product discovery approach is critical to ensuring those customers don’t abandon their efforts and search elsewhere.
To this end, AI helps brands improve their visibility and searchability.
AI-powered strategies, including visual search discovery, can help your customers find the products they need within your web presence, leading to an uptick in conversions.
The Future of Customer Experience is Here
To maintain relevancy and a competitive edge, your CX approach must embrace modern technology. Today, this means adopting AI tools to make the customer support process as seamless and streamlined as possible.
When associates use these resources, they’re able to better prioritize their efforts and respond to client needs. At the same time, buyers feel emboldened in their quest to connect with your brand.
Ready to take your support offering to the next level? That’s where we come in.
Our customer experience management software provides visibility into how your brand connects with customers. With these insights, you can plot better journeys and improve your overall digital experience.
The result? Personalized communication and self-service capabilities that build loyalty and strengthen client relationships.
Contact us today to learn more. We’ll help you make a great impression at every turn.
CCM Buyer's Guide
Jump-start your Customer Communication Management ( CCM ) strategy and begin engaging your customers today with this free guide. Retain your customers and drive more revenue!