6 benefits of using artificial intelligence to improve the customer experience

6 benefits of using artificial intelligence to improve the customer experience

The last few years have seen a change in the way we do business. This led the companies to change not only the way they handle customers, but also how they manage their own operations. The idea that having the best product was enough to be competitive is gone, and now we live in the era of the customer experience.

It is no longer enough to offer the best deal, customers want the best experience altogether. Price and quality are no longer the only differentiating factors, and the purchase decision begins to have service and relationship as a central factor.

At the same time, technological tools are advancing and providing more and more automation and speed in dealing with customers. In light of all this, we present to you six advantages of using artificial intelligence to improve the customer experience. Check it out below!

1. Process Optimization

Who doesn’t want a simple and efficient service?

The first step to improve the customer experience is to increase their satisfaction with the service provided. One of the ways to achieve this is to make available to customers everything they need, when and how they prefer, so they can often solve their problem by themselves. In other words, to facilitate self-service. 

Artificial Intelligence applied to service systems allows the companies to accelerate customer training and anticipate customers’ needs. This already happens often in e-commerce, when a product is recommended based on the choice of another one. Artificial Intelligence analyzes the behavior of customers with similar profiles and suggests, based on their choices and previous items they viewed.

But that is not all. Another useful application of AI is to anticipate customers’ problems based on their email and/or phone number, and offer the right, tailored solution in the very first contact. A common example of that is to email a duplicate bill to a customer whose payment has recently become overdue.

2. More Efficiency in Human Service

Just as Artificial Intelligence can make it easier to recognize a problem, it can also find the solution faster. You know that distressing moment when the agent asks you for a minute to check out what’s going on behind the scenes? With the help of AI and a correct use of keywords, the support system can quickly suggest a solution and speed up the whole service.

That way, when the customer needs to be transferred to a human agent, they already know what the problem is and also how to act to solve it. With speed and efficiency, the customer experience tends to be better rated.

3. Data Brings more Solutions and Personalization

Today’s consumer wants to feel appreciated, and Artificial Intelligence can help companies to make that happen. From the collection and analysis of data, your service system can anticipate needs and suggest products and services at the right time.

Every second, thousands of feedbacks are being analyzed, thousands of action plans are created, and in the next second the resolution of the problems is already in progress. All this without having to go through dozens of service team alignment meetings!

4. Plenty of Time to Think about Innovation

It is quite clear by now that with the help of Artificial Intelligence companies save time in customer service. But what should they do with all this extra time? Now that the human service team doesn’t need to spend hours asking for the customer’s information, they can use this extra time to update materials, analyze interactions and propose improvements. 

With Artificial Intelligence, not only your customers will see a gain in service, but also your team will notice that the work has become more agile and dynamic. This change in activities nature brings professional growth and greater satisfaction to the internal public, which will also have a positive impact on the customer experience.

5. Cost Reduction

Of course, all this gain in efficiency will be reflected in a reduction in expenses. Maintaining the structure of a service technology is much cheaper than a team with several people waiting for an interaction.

Even with the growth in demand, there is no risk of service issues, since Artificial Intelligence is not restricted to one service at a time, as it is with humans. In addition, as human service decreases, your company can focus on training and improving its staff, thus gaining in talent retention.

6. Customer Loyalty

A personalized, efficient, and fast customer experience changes customers’ perception regarding the price they need to pay for your products and services. Good experiences increase the feeling of value for money and build customer loyalty.

Another good reflection of the well done service is the indication of new customers. After all, a happy customer always feels the urge to spread the word among friends and family about the company that serves them so well.

Do you need help?

Aktie Now specializes in taking the customer experience to the next level. Learn more about our products and services and understand how we make technology revolutionize your relationship with customers!

Customer Centricity – Why it is important!

Customer Centricity – Why it is important!

If you own a company or hold a leadership position in a service-oriented industry, you have certainly come across the concept of Customer Centricity. That concept has changed the way of doing business and relating to the customer in every industry.

 

This new way mainly affects what companies see as their operational focus. The product is thus no longer the main focus as companies prioritize the customer, determining the direction of the company and the product in order to fulfill customer needs and wants.  

Consumer-centric companies seek to provide a unique experience to each of their customers throughout the purchase journey. From customer acquisition, to after sales service – every customer is seen as unique and special. 

Customer Centricity also means that the company will define its next steps based on the customer. The launch of a new product, packaging changes, new advertising campaigns, changes in brand positioning – the entire strategy needs to be aligned with the expectations and feedback provided by customers.

Actions to Implement Customer Centricity

By now, you may be asking yourself: “But my company has always thought about the customer”. Customer Centricity is about placing the customer at the core of your strategy, and not just as the ultimate goal for the company’s success.

The quest to anticipate customer needs, in addition to the development of a culture that aims to provide the best experience to everyone who interacts with the company, are some of the main characteristics of consumer-centric companies.

There are some actions, highlighted in a study by Deloitte (please check out the full article in English here), that help companies in the pursuit of Customer Centricity.

Establish a customer-oriented culture starting from the leadership. In this way, inspired by the management, the team tends to accept the concept more naturally.

Understand customers’ profiles based on concrete data. Data-mine your CRM or conduct surveys with your customers. This profiling effort must be 100% led by data, with no room for using imagination or assumptions to build a persona.

Reduce or optimize service processes that cause customer dissatisfaction. Assigning more autonomy to solve problems can be a good alternative in these cases.

Measure the efficiency of the service provided with relevant data and implement continuous improvement plans.

Use customer feedback to implement or improve products and services.

Availability is a Keyword in Customer Centricity

Customers are not very interested in knowing what your service structure is and which channels they can use to reach your business. They just want to grab their favorite one and be able to start a conversation right away. 

This is where Omnichannel Service comes in. The word is a little strange, but the meaning is quite simple: It’s about being present on any channel that might be relevant to your customers.

There will be those who seek help on Twitter, others will post their concerns among the comments of a YouTube video, and the more traditional ones will simply make a phone call. A customer-centric company will be prepared to respond anywhere and with the same efficiency, always demonstrating that the customer is a unique person, with very specific desires and needs to be met.

That is why being customer-centric is not just a concept, but rather the Mission of a Company. And everyone must pursue that Mission. Empathy becomes a key value that cannot be overlooked. Everything must be thought through and seen from the customer’s point of view, so that the best solutions can be developed.

Aktie Now specializes in helping your company make this change, using special tools designed to give your customers the best experience they could ever hope for. Find out more about what we have prepared for you by contacting us!

The future of customer experience

The future of customer experience

Acting to meet the customer’s needs and expectations is one of the most important ways of building a loyal customer base

This is because offering products and/or services along with an effective customer service is essential to exceed customer expectations and build a good relationship. 

To achieve this goal, identifying the factors that please and cause discomfort to customers is essential.

Build a Good Customer Relationship

In addition to the initial interaction for purchasing and / or subscribing to products / services, providing several service channels enables the construction of a robust relationship.

After prospecting and marketing strategies, developing initiatives focused on customer pains and needs should be a priority for the organization in order to build trust and loyalty among the customer base.

With the onset of social media, new forms of relationship between companies and customers were made available in the market. Now the consumer has accessible, dynamic, and fast communication channels to provide ongoing feedback.

To control what is exposed by the customer is essential. A system of this type is capable of providing different types of actions, including: interactions, database development, automation, etc.

Using this tool, it is possible to capture any keywords mentioned, separating each service and creating a catalog. The data can be used in an automated way by qualifying the feelings of a statement as positive, negative, and neutral, or by using the information to shape your planning for the future for example.

Deploy customer service support technologies

Offering a humanized, agile and resolute service is what determines customer satisfaction when it comes to relationships. One of the alternatives is to create a customer service history.

If a person has already had a question resolved and returned some time later, there is the possibility of reviewing the whole conversation – from the very beginning – to get a better perspective of all customer needs. Thus, each service is personalized and avoids uncomfortable robotic interactions.

Artificial Intelligence can also be used to send standardized responses, such as a list of documents for an application or sending of a duplicate of an overdue bill.

In this sense, chatbots emerge as an automated way to reduce Customer Service Times.

Understand your Consumer Profile

Another essential step is to assess whether a particular customer’s question applies to other questions. Data collection, in turn, helps to find out more about the customer. For example, average age, gender, salary range and other types of information that are essential for building internal strategies. 

From this, it is possible to build an action plan to solve bottlenecks, as well as formulating strategies based on customer feedback, both in the service team and in the responsible department.

The fact is that ensuring loyal and satisfied customers is one of the greatest challenges of any customer-oriented company. How about putting these tips into practice and improving your service process? Find out how Aktie Now solutions help you achieve this goal.

10 Reasons to Implement a Chatbot in your Business

10 Reasons to Implement a Chatbot in your Business

Check out these 10 reasons for why you should adopt our chatbot in your service structure!

1. Interactive, Humanized Channel

When we talk about a service bot, many people think of something too automated. But natural language processing makes it  possible to understand intentions and subtleties (important texting contexts) to make the conversation much more humanized.

2. Scalability (anytime, anywhere)

Unlike human service, which requires a much larger physical structure to provide scalability, a chatbot system can serve as many people as the server can handle and all at the same time. In addition, chatbots don’t need to take lunch breaks, go to the bathroom or even take time off

3. Process Optimization

The chatbot can bring together several processes that your company offers, and even make them simpler for the customer. Consult balances or debts, request a duplicate, solve small problems with a product – there limitless possibilities for optimization via chatbot.

4. Skills and Service Standardization

It is only natural that your team has people with higher and lower skill levels. Counting on luck to get a better service is certainly not something that pleases your customer. The chatbot will always respond in the same way, without prejudice to the quality and speed of responses.

5. Bots are Capable of Solving from the Basic to the Most Complex Situations

You’d be wrong if you think that chatbots can only help with simple problems. This tool is ready to help with whatever you want – just train the bot and it will do what you ask.

6. Easy Integration

Seamlessly integrating your chatbot into the different company systems is paramount. With access to customer history in CRM, for example, personalization of service becomes better and simpler. Always remember to check out the integration features when implementing the bot platform.

7. Configured According to each Business

Chatbots are not solutions that work the same in every situation. On the contrary – Chatbots are customizable solutions that are tailored for each company in order to solve their specific service problems.

8. Service Speed

As we mentioned before, the use of chatbots brings agility to the service provided. That’s because robots don’t need to think or look in a system for an answer within the script. It will read and process customers’ interactions and in a matter of milliseconds provide an answer. 

9. User Experience Improvement

With so many benefits, the improvement in User Experience is a natural result. When well developed, chatbots bring the solutions that customers expect, which is immediately reflected in the user experience.

10. Always evolving, always improving

Last but not least, we’d like to highlight one of the most important points: the chatbot service is in constant development and thus is constantly improving, bringing in endless growth and innumerous possibilities.

Curious about our chatbot? Schedule a conversation with our experts to get all the answers you may have in order to make the right decision!

6 Reasons to Implement Omnichannel Service in your Company

6 Reasons to Implement Omnichannel Service in your Company

 

Have you heard about Omnichannel? This strategy consists of keeping all your company’s communication channels interconnected so that they can be used simultaneously. Its main objective is to offer a good experience to the consumer, regardless of the selected channel.

In fact, something very important in the Omnichannel experience is to make several channels appear to be the same, that is, to have an integrated experience so that your consumer feels the same way in the physical store, website, social media, chatbots, email, telephone, etc. 

 How to implement an Omnichannel service in your company

In order to implement an Omnichannel service, your company needs to know your customer in-depth, so it will be possible to be in the right place, with the right language and in the time expected by your customer.

 Observe and analyze all the information you have in your CRM and conduct satisfaction surveys with your current customer base. Knowledge is extremely important to offer a good experience, so define what data you need to know about your customers in order to build your strategy.

 

6 Reasons to Implement Omnichannel Service

1 – More efficient and faster support

By adopting an Omnichannel Service Strategy, you dedicate the same problem-solving effort across all channels. If the customer goes through a problem, he will find assertive answers, communicated with the same voice tome through all channels, avoiding communication noise that can often be mistaken by misinformation on the part of your service team, for example.

Can you imagine how frustrating it can be for a consumer to contact your company through a social media and receive as the answer to an issue Procedure X, but when they reach for you again, now through your phone service, they get Procedure Y as the answer to the same issue?

 With an Omnichannel Strategy, all information is aligned, which also makes services and resolutions faster and more efficient.

 2 – Increases overall customer satisfaction

As we already know, customers are increasingly demanding and are looking for satisfying experiences when interacting with brands. As mentioned before, with an Omnichannel Strategy, problem-solving becomes faster and more assertive, but this is not all.

 A fast and high-quality service increases customer satisfaction and end-up encouraging their loyalty to your business. As you probably already know, keeping a loyal customer is 5 to 25 times cheaper than acquiring new ones, hence the importance of this strategy. 

3 – One conversation, multiple channels

Think about your own experiences. How many times have you tried to resolve a problem via chat, been told to try a phone contact and when starting the conversation you had to start the service from scratch as if it were your first interaction with that issue?

Your customer is sure to want a better experience. For them, channels don’t really matter – there is only ONE conversation with the brand. The switch from social media to the phone or to a human chat can happen, but any progress achieved in the first channel cannot be left behind.

4 – Detailing information

By treating all channels as one, your company will be able to observe your customer’s journey even better and, in this case, it has a beginning, but not necessarily an end.

You will be able to analyze from the customer’s first contact with your brand, the contacts he may have made with your business until making the purchase, if there were any problems or questions after that and even the repurchase requests, for example.

In this way, it is possible to identify better post-sales opportunities, points of improvement in service and even ways to increase sales conversion.

5 – More room for automation

With all this information you can anticipate possible doubts and problems and rely on automated solutions. The chatbot is an excellent self-service option, which in addition to making service faster, reduces operational costs and improves the customer experience.

6 – Employee experience

We often say that to provide a good customer experience, your employees must be having that too – after all, they are the first contact between the customer and your business.

By providing your agents with an integration tool that offers Omnichannel Service, your company will be able to empower the agents with agility and effectiveness, and generate greater employee satisfaction. Your agents will certainly become more productive and, as a result, much more motivated.

Aktie Now knows how to turn your customer relationship in a happy, long-lasting and profitable experience. Learn more about our solutions and contact us to try it out!

Customer Experience Management: basic concepts you must know

Customer Experience Management: basic concepts you must know

Customer Experience Management is also known as CX, Consumer Experience, or Customer Relationship Management. It is about planning strategies for customer satisfaction, involving every touchpoint between a business and its customers.

Since every interaction between companies and consumers has the potential to generate some value, all of these touchpoints should be managed in the best possible way to meet customers’ demands and create excellent experiences along their journey.

Through the strategic management of Customer Experience, it is possible to transform the complete customer journey into a valuable experience. Under a CX approach, the business focus shifts from the product and service to the client.

Learn more about CX Management in this article.

What are the advantages of implementing Customer Experience Management?

Before deciding to implement Customer Experience Management, it is essential to know some of the key benefits this approach can bring to your business:

  • Increase credibility with your public;
  • Enhance customers’ loyalty to your products and services;
  • Strengthen your competitive advantages;
  • Reduce your costs;
  • Improve the quality of your products and services;
  • Optimize your resources;
  • Boost your revenues.

Why is Customer Experience important?

Considering all of these benefits, we can conclude that the c advantage of CX management is boosting customer loyalty. And as you may well know, loyal clients will keep coming back, giving you valuable opportunities for up-selling and cross-selling.

In addition, investing in Customer Experience can also help you to reduce costs. That is because retaining your clients is much cheaper than acquiring new ones. In the long run, cultivating loyal clients will be a source of continuous and increasing revenues without costly acquisition campaigns.

Keeping your existing clients happy can also benefit you with new clients. That happens through the so-called “word of mouth” – the best way to expand your customer base organically. The way to achieve that is to focus your business strategy around your customers’ needs. That is the goal of CX Management.

Putting CX management into practice

A few steps are necessary to implement CX Management in your company. Here are some of the most important ones:

  1. Get to know your customer;
  2. Make yourself present in the same channels your audience uses;
  3. Listen carefully to your customers;
  4. Map and understand each step of your customers’ journey;
  5. Cultivate a CX culture inside of your organization.

Optimizing CX management

Is your company already putting Customer Experience Management into practice? Then it is time to optimize it. And to do so, the most important thing is to put yourself in the shoes of your clients. 

Taking the best out of CX Management requires a thorough transformation of your organizational culture, putting customers at the center of every strategy and action. You must also explore the latest digital solutions to increase your knowledge of consumer behavior and create positive experiences at every touchpoint (learn how our CX and customer service consulting can help you in this strategy). 

Every company can benefit from expert advice to get started on this path. Get in touch with us and learn how we can help you prepare your organization for CX Management.

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