You might think that Customer Experience is just a trend or a buzzword. However it is a very real and very important part of your business. Customer Experience (CX), refers to how a customer feels about a brand or company based on their experiences. CX managers and departments responsible for creating an optimal Customer Experience Strategy are tasked with ensuring customers have positive experiences with the company. Whether through purchasing a product or service, receiving support for their purchase, or being engaged by marketing or advertising initiatives.
Due to the rise of seamless, on-demand services delivered by the likes of Apple. Customer experience will overtake price and product as the key brand differentiator.
Research from Salesforce tells us that 75% of people now expect a consistent experience wherever they engage with brands – be it through social media, mobile, or even in person. Immediacy is also in demand, with 64% of consumers expecting companies to interact with them without delay.
Customer experience will overtake price and product as the key brand differentiator. A good example of this is Amazon, where the delivery and convenience often acts as a driver for the products themselves.
With the rise of digital wallets and high-speed internet through the 5G network, it’s more convenient than ever for consumers to shop on their phones.
Engineering Manager of Mobile Raquel Hernandez says: “It’s no secret that the convenience of mobile digital wallets is starting to become increasingly prevalent in both brick-and-mortar and online retail.” – Source: BuiltIn
The availability of Apple Pay, Samsung Pay and Android Pay is further reducing the friction of online payments in a mobile world.
Artificial intelligence (AI) makes it possible for machines to learn from experience, adjust to new inputs and perform human-like tasks. In CX this application in used to provide answers to simple customer questions 24/7. Sorting messaging, prioritising queries to a human agent quickly where necessary, and by freeing up human agents to facilitate higher value calls.
This is possible by analysing large amounts of data faster than a human agent ever could. Therefore predicting the required response quickly, and with more accuracy, than has been previously available.
AI uses cutting edge voice recognition to understand what someone is asking, identify the consumer, and predict the necessary response.
Voice of Customer, captures, analyses and reports on all customer feedback—expectations, likes, and dislikes—associated with your company. It’s aimed to help you discover what your customers think of your business, product or service.
The secret to retaining customers isn’t a price or product. It’s the customer experience (CX) that your company offers. Collecting customer feedback helps you understand your customer expectations, and identify ways your company could deliver on those.
At CallPageboy, it is important to us that your customers get the best customer service experience. Our technology allows us to respond to your needs quickly and effectively with 24 support. Contact us today to see what we can do for you.