ODYNS Chatbots : The future role for humans in delivering customer experience
Brands are defined by the experiences they deliver. Customers are naturally self-interested, and a company’s internal workings and challenges are of little concern to them when assessing its products and services. All that matters is whether a brand is able to meet their needs as and when called upon to do so.
That is why loyalty is so hard-won. Consumers, for instance, admit they wouldn’t care if 94% of brands disappeared and 85% of them believe brands must play a bigger role in improving their quality of life. It is therefore fitting that Forrester has dubbed this the “Age of the Customer”.
Buyers in both B2C and B2B realms have been empowered by digital technologies and near limitless choice. They now expect brands to deliver flawless, engaging digital experiences at their convenience. This holds true throughout the customer journey.
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A company’s sales and service approach have come to define its brand as much as its advertisements. In response, businesses are synchronising their marketing, sales, and service functions to ensure each team can give customers a consistent, positive experience worthy of their expectations at all stages of the buying journey. Both B2C and B2B brands understand there is room for improvement in this regard and are taking action. Forrester’s research revealed that 71% of B2B businesses have made it a top priority to improve their customer experience (CX).
Self-service gets an upgrade:
From intelligent chatbots on a retailer’s website to a telecom company’s service portal, merchants are already finding ways to make the customer experience more convenient and familiar to consumers whose primary communication platforms have become messaging apps and social networks. When asked which technologies will most improve the customer experience, nearly 40% of sales and marketing leaders cited Virtual Reality (VR). Thirty-four percent (34%) believe Artificial Intelligence (AI) will be the biggest game-changer.
In Summary:
By 2020, a large percentage of brands will have incorporated AI and VR into their marketing, sales and service so that customers can move themselves down the sales funnel by interacting with the business on their own terms.
In fact, 78% of brands say they have already implemented or are planning to implement artificial intelligence and virtual reality by 2020 to better serve customers. With regards to chatbots, which are in many ways the most recognizable form of AI, 80% of sales and marketing leaders say they already use these in their CX or plan to do so by 2020.
As we (ODYNS) always say :
For any business, chatbots are the only way to provide Pre-sale Guidance, On-sale Assistance and Post-sale Nurturing.
Industries: HealthCare Bots, Retail Bots, Hospitality Bots, Automobile Bots……
Deploy ODYNS Smarter Chatbots in your business today! Click Here
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