Getting ahead of the competition isn’t just about having the best product or advertising anymore – it’s about providing the best experience, as well.
With so many customers pouring in, eager to learn more about the company, what it can do for them, and how it can help them with any concerns, it can be hard to ensure a top-quality customer experience (CX) every time. After all, there are only so many people available at a given moment to hold the attentive, understanding, and caring conversations that customers deserve.
As many leading businesses have discovered, the solution is automation – but it isn’t a one-size-fits-all deal. A complete lack of human interaction in CX delivery can make people feel distant from the businesses they’re communicating with. It’s hard to connect with artificial intelligence (AI), and it can be frustrating when the system cannot anticipate and handle highly specific lines of inquiry.
So we strike a balance. For unique situations that require complex interpretation and understanding, customers can talk with a trained human specialist who’s ready to customize plans and solutions in real-time. Customers can connect with an automated assistant for frequently asked questions and simple confirmation or verification processes to get the information they need efficiently and hassle-free.
To make the best use of automation in CX processes, it’s also essential to think about what best suits the target demographic: would our consumer base be more comfortable speaking with a voice-operated AI over the phone, or would a chatbot on our homepage be more accessible? Would customers prefer a conversation roadmap that allows them to give all the relevant information at once, or would a step-by-step track be more user-friendly?
Given how busy business can get, not every company can make sure that there will be a representative available to speak with customers at all times, but what we can all do is ensure that our ability to deliver excellent customer experiences—even when automated—always shines through.