New Age Technologies For Enhancing The Customer Experience. The following article is attributed to Arijit Chatterji, CBO, C-Zentrix
Customer Experience has grown from a largely taken for granted state to a vertical directly affecting a company’s revenue. According to the Temkin Group, 86% of those who received excellent Customer Experience were likely to repurchase from that company. Customer Experience is at an all-time high. It has been seen that firms with powerful implementation of customer experience strategies achieve greater customer satisfaction, a fall in customer churning and an increase in revenue. 60% of customers are willing to pay more for a better experience, as per a research conducted by American Express.
Customer experience (CX) is basically all the interactions between a customer and an organization during their business relationship. It can consist of awareness, finding, responsiveness, support, purchase and service. A study by Oracle found that 74% of senior executives believe that customer experience impacts the willingness of a customer to be a loyal advocate. If you want your customers to stay loyal to your brand, you have to invest and build their experience.
Five factors that create a great customer satisfaction strategy are as follows –
First Call Resolution: It is essential to create an emotional connect with your audience from omnichannel system of communication to create a personalised experience for your customer and make him/her happy the first time they connect with you. This is only possible when the agents are aware of the customer interactions irrespective of the channel they use to interact.
Extensive Usage of Different Communication channels: Whether you believe it or not, your customers are very intelligent. They have growing expectations and ever-increasing communication channels through which they are continuously looking for the best experiences. If your organisation is following an omnichannel way of communication, it is extremely important to make sure that you give the best of experience through any of the channels the customer choose to communicate.
Capturing customer feedback in real time: How can you ensure if you are giving a wow experience to your customer? You must ask and it is mostly done by capturing feedback in real time. It’s important to allocate customer feedback to a particular customer support agent, to show every team member the difference that they are making to the business.
Quality Framework for team development: In comparison to the CX principles defined in your organization, the real-time customer feedback helps you to know what they think about your brand. This gap helps you to identify the areas of improvement, training needs and other support related issues that could be worked upon.
Measure the ROI from delivering great customer experience: Measuring customer experience is one of the major challenges faced by firms these days. In order to overcome these challenges many companies use the “Net Promoter Score” or NPS, to collect information by asking a single straightforward question:“Would you recommend this company to a friend or relative?”
There are a lot of advancements which are going on in the CX Industry. Some of them are –
Context driven experience/Omni Channel – Technology and marketing has evolved to bring a change in the customers’ interaction today. The disjointed multi-channel experience is now being replaced by omnichannel, creating a holistic experience for customers. Omnichannel customer service technology platform has made the customer experience more dynamic and connected than ever before. Interactions with brands are no longer isolated and discrete as was a decade ago. The omnichannelsolution by C-Zentrix can boost productivity as well as reduce the operating cost of the customer service team and enhance the overall customer experience index.
AI driven Chatbots – Consumers are overwhelmed with apps, and they prefer to converse on the messenger apps they’re already on. AI Chatbots respond to customer requests and questions more efficiently and accurately than a human employee, freeing up the employee to focus on valued work and customer issues that can’t be resolved by a chatbot. Conversational AI chatbots have the highest accuracy of response (99 percent) which is even higher than human staff. There’s no reason corporations and customer support organizations should not implement conversational AI, when there are simple solutions like CZ Bot available, that can be deployed in as soon as two weeks and without hiring extra staff.
Speech recognition – Speech based IVR is an innovative add-on to vanilla IVRs. Traditional IVR required DTMF (dual tone multi frequency) input through keypads, a convenient option when customers were using fixed line phone but now with majority shifting to mobile devices, DTMF lacks convenience.Our speech based IVR can listen to customer voice input and branch to the specific section or search the query in the CRM and respond back to customer request. It can recognize various Indian languages and smoothly work in different ambient conditions. For businesses,it’s not only cost effective but also provides superior customer experience.
Some other popular speech recognition applications are voice search, call routing, speech-to-text and voice dialing. “Voice recognition” and “speech recognition” both are different things but they often used interchangeably.