If there is anything that customer experience experts can take away from the pandemic, it is that CX which is proactive, tailored, and scalable, can be a major competitive advantage. Such experiences can help improve overall CX throughout all channels in terms of reaction time, efficacy, visibility, and adaptability. Covid-19 shone a spotlight on the simplicity and convenience of digital purchases. As such, customer service has become even more vital to client retention and revenue growth.
According to the Economic Times, digital consumer connections saw a 40 percent rise since the onset of the pandemic, resulting in a massive cost per human engagement growth. If we think about this on a larger scale, expenses will quickly add up. At the center of this is the digital-first CX platform, consisting of two components – an intelligent clouding system which allows for easy and simple communication across the platform, and a predictive and proactive customer experience platform. More and more employees are now utilizing such platforms to better serve their customers.
Centers of Contact
Automation is a part of the future of business. This is a fact that cannot be denied. With the increasing popularity of online and digital commerce, businesses are slowly shifting towards automated customer services to help cope with the massive volume that an online platform provides. The goal of CX professionals under such circumstances is to ensure that these automated systems offer a simple, easy, and smooth experience throughout the users’ online customer journey. While automated responses are growing increasingly popular, especially with the younger demographic, the most effective experiences require a balanced approach as nothing can truly replace personalized interactions between people.
Businesses will need to understand the difference between consumers who want to talk to someone directly, and those who do not want to engage in a conversation with another person. As such, organizations need to be thorough in explaining the capabilities of technologies. In the early says of automated technology, companies used to adopt chatbots to help serve their customers. Today, such bots have evolved to such an extent that they are part and puzzle of most companies.
Customers have come to realize that they highly value a proactive, personalized, intuitive, and omni-channel digital-first customer experience. They seek engagement on their terms, served on preferred channels, and supported by sophisticated yet simple and easy to navigate interfaces. In order to provide this, organizations will need to reinvent their CX offerings with a digital approach. CX strategies need to be reviewed in order to reduce response time and improve efficacy, visibility, and adaptability of the customer experience across all channels.