In today’s fast-paced world, customers have high expectations when it comes to brand support. They want quick and personalized solutions to their problems, and they want brands to understand their needs. To meet these demands, brands are turning to artificial intelligence (AI) to create connected experiences that can resolve customer queries faster.
At the recent CX+ 2024 Summit, Rohit Gupta, CEO of Simplify360, discussed the importance of connected experiences and how AI can aid in their creation. Gupta shared a video that depicted a frustrated customer interacting with a brand’s customer support team. The customer had to go through multiple rounds of discussions with different agents before finally receiving a service refund. This subpar customer experience ultimately led the customer to disengage from the brand.
Gupta highlighted that the current CX support landscape is fragmented and in desperate need of a customer-centric overhaul. Brands must prioritize the creation of connected experiences by utilizing Generative AI, which can craft personalized experiences and deliver superior CX.
Research indicates that customers interact with more than six touchpoints, with a significant number raising the same issue across multiple platforms. Moreover, a whopping 90% of customers expect consistent experiences across all channels. To meet these expectations, brands must consolidate all information and unify third-party experiences into a single interface. This simplification will streamline conversations, reduce resolution time, and enhance overall CX.
Gupta provided an example to illustrate the importance of consolidating information. He stated that if the brand in question had recognized that the customer initially reached out via email before escalating the concern, the agent could have addressed the customer more effectively and seamlessly. By consolidating all facts, brands can ensure a smoother customer experience.
The role of AI in this process cannot be understated. AI can significantly reduce agents’ workload, enhancing their experience and improving customer support effectiveness. Agents spend a significant amount of time typing, correcting, and improving responses, as well as searching for information and collating customer data. By allowing AI to correct errors in their writing and providing AI summarization for multiple issues presented by a customer, agents can save time and resolve problems more efficiently.
Personalization is the final pillar in delivering superior customer experiences. Brands must effectively decode customer data and take incremental steps toward personalization. Empowering agents with information such as preferred communication channels, available conversation times, and discussion subjects can significantly enhance CX. By leveraging existing contact center data, brands can discern customer preferences and achieve a high level of personalization.
In conclusion, Gupta emphasized that customers value sensible responses over quick ones. The future of CX lies in integrating all elements, including omnichannel and AI, to establish meaningful connections with customers. By creating connected experiences that are both quick and personalized, brands can meet the ever-increasing expectations of customers and build long-lasting relationships.
Frequently Asked Questions
- What are connected experiences?
- How can artificial intelligence (AI) enhance customer support?
- Why is personalization important in delivering superior customer experiences?
Connected experiences refer to seamless interactions between customers and brands across various touchpoints, ensuring consistent and personalized support.
AI can reduce agents’ workload by automating tasks such as error correction and summarization, allowing agents to focus on providing effective and efficient support to customers.
Personalization allows brands to tailor their support and interactions based on individual customer preferences, leading to a higher level of customer satisfaction.
Sources: www.example.com
The use of artificial intelligence (AI) in creating connected experiences for customers is gaining importance in today’s fast-paced world. Brands are realizing the need to meet customer expectations for quick and personalized solutions to their problems. By utilizing Generative AI, brands can craft personalized experiences and deliver superior customer experiences (CX).
Research indicates that customers interact with more than six touchpoints, often raising the same issues across multiple platforms. A staggering 90% of customers expect consistent experiences across all channels. To meet these expectations, brands need to consolidate all information and unify third-party experiences into a single interface. By simplifying conversations and reducing resolution time, brands can enhance the overall CX.
An example presented by Rohit Gupta, CEO of Simplify360, highlights the importance of consolidating information. Recognizing that a customer initially reached out via email can improve the agent’s ability to address the customer’s concerns effectively. By consolidating all facts, brands can ensure a smoother customer experience.
AI plays a crucial role in improving customer support effectiveness. It can significantly reduce agents’ workload by automating tasks such as error correction, summarization of multiple customer issues, and searching for information. This allows agents to save time and resolve problems more efficiently.
Personalization is another key aspect of delivering superior customer experiences. By decoding customer data and empowering agents with information like preferred communication channels, available conversation times, and discussion subjects, brands can enhance CX. Leveraging existing contact center data helps brands discern customer preferences and achieve a high level of personalization.
In conclusion, the future of CX lies in integrating various elements, including omnichannel and AI, to establish meaningful connections with customers. By creating connected experiences that are both quick and personalized, brands can meet the increasing expectations of customers and build long-lasting relationships.
- What are connected experiences?
- How can artificial intelligence (AI) enhance customer support?
- Why is personalization important in delivering superior customer experiences?
Connected experiences refer to seamless interactions between customers and brands across various touchpoints, ensuring consistent and personalized support.
AI can reduce agents’ workload by automating tasks such as error correction and summarization, allowing agents to focus on providing effective and efficient support to customers.
Personalization allows brands to tailor their support and interactions based on individual customer preferences, leading to a higher level of customer satisfaction.
Sources: www.example.com
The source of the article is from the blog yanoticias.es