Customer Experience
How automation plays a major role in enhancing the customer experience
Learn how technology has disrupted the customer experience industry.
Automation replaces simple and redundant tasks and speeds up query resolution
In an enterprise, there are so many tasks that are being performed redundantly.
Let’s take an example of chat responses from our customer support representatives. If you will research and analyze your business, there will always be a set of 10 FAQs that the reps keep answering on a regular basis. To understand and resolve this, Chatbots were introduced.
Chatbots are the best examples of Automation in CX.
They learn from the chats that occur with users and also from the set of FAQs that are built-in to serve the best to whoever approaches a business online.
Below is an example of Chatbot named Roof, a chatbot that helps real-estate marketers to automate interacting with potential leads and lead assignment via social media.
They resolve the basic issues at front and forward requests to a representative only for a sophisticated issue. Hence, boosting query resolution time.
Eliminates manual errors associated with maintaining data records, scheduling, and migrating information between systems, from spreadsheets to software tools such as CRM:
Alexander Pope once said, “To Err is Human”. Indeed errors were inevitable.
The tough situation was to recognize who was responsible for these errors. The inclusion of CRM solved it on a greater level having customers fill the form by themselves.
For example; By integrating a CRM like Salesforce with a customer service software solution like Acquire, companies use technology to help create the best environment for the best customer experience.
Not just that automation also made it simpler to segregate users based on age, gender, and location just by tweaking some constraints in the CRM system.
It helps is tracking the user’s behavior and triggers them via emails and pop-ups. It helps to provide a personalized experience.
Automation systems such as CRM helps in segregating users and also helps in building personas to target according to their interests.
Below is an example of it by Swiggy, a food delivery brand:
When a brand targets users keeping their interest in mind, the user feels special, and hence, it leads to a personalized experience.
Personalization eventually boosts conversions as those triggers do their magic.
These personalized triggers can be sent in the form of emails, pop-ups, or notifications.
According to a report on Statista,
“In 2019, the conversion rate was chosen by 49 percent of retailer respondents as an effective way of judging the success of their personalization initiatives. Click-through rate and average order value were other metrics which retailers found useful for measuring the success of personalization programs.”
Need I say more.
Automation enhances communication with users. It leads to delivering quicker responses to their requests.
With the inclusion of chatbots, the response time has increased. They sure beat human responses with a much greater mark. They are also available 24/7 to cater to the users.
Users never go unresponded or ignored and they can always be followed back by the details submitted while having the chat.
Such communication leads to better customer satisfaction.
It provides more robust data through software integration. This information is analyzed and used to learn how to improve customers’ experiences.
Data plays a vital role in understanding and running businesses online. Without data, one cannot figure out the user’s interest. Software integrations help a lot in learning about the users.
It also helps in understanding user behavior patterns using which one can frame more effective strategies to sustain and grow the business.
Frees up time that you can dedicate to improving products, services, and customer experiences.
One of the most important reasons is that automation lets us concentrate and spend more time on the aspects that need our dedicated attention and focus.
Let automation do its job but always remember that customers will always have a thing for the human touch when it comes to personalization. As automation may beat humans in terms of Intelligent Quotient(IQ) but not Emotional Quotient(EQ). And EQ matters more in building a customer experience whereas IQ helps in blending it with winning business revenues.
What automation have you adapted that lead to any of the points mentioned above?
