Today’s highly tech-savvy customers expect businesses to provide a seamless, hassle-free, and personalized experience. A great customer experience can increase customer loyalty, positive word-of-mouth, and competitive advantage. However, with growing competition, it is becoming difficult to stand out by providing traditional customer service.
Chris Orsaris observes that technological advancements have provided businesses with various tools and strategies to enhance customer experience. Here are some ways you can leverage technology to improve your customer experience.
Use Chatbots
Chatbots are computer programs that conversationally interact with users. They are becoming increasingly popular in customer service as they can handle routine inquiries and assist customers 24/7. In fact, according to Business Insider, chatbots are expected to power 85% of customer service interactions by 2020. By using chatbots, businesses can reduce response times, enhance efficiency, and improve customer satisfaction.
Offer Self-Service
Self-service is an excellent way to empower customers, reduce wait times, and decrease dependency on customer support. With self-service options such as FAQs, knowledge bases, and customer forums, customers can solve their problems quickly and independently. Additionally, businesses can use AI-powered chatbots to assist customers in finding the information they need. By doing so, companies improve the customer experience and reduce the workload of customer service representatives.
Provide Personalization
Personalization is crucial when it comes to enhancing the customer experience. Thanks to machine learning algorithms, businesses can now collect and analyze customer data in real-time to provide tailored experiences. For instance, Netflix uses machine learning to suggest content based on user’s viewing history and preferences. Similarly, Amazon recommends products based on user’s search history and purchasing behavior. By leveraging technology, businesses can understand their customers better and offer personalized experiences that meet their expectations.
Use Social Media
Social media platforms have become essential for businesses to engage with customers. According to Hubspot, 71% of customers with a positive social media experience with a brand are likely to recommend it to others. Social media platforms like Facebook, Twitter, and Instagram allow businesses to interact with customers, resolve issues, and gain valuable feedback. Additionally, companies can use social media analytics to monitor customer sentiment and identify trends.
Implement Live Chat
Live chat is another way businesses can provide real-time assistance to customers. Unlike phone support, live chat offers customers a convenient way to communicate with companies without waiting on hold. Moreover, live chat allows customers to multitask while receiving support, creating a seamless and efficient experience. By implementing live chat, businesses can improve customer satisfaction, reduce wait times, and increase customer loyalty.
Offer Mobile Optimization
With smartphones becoming ubiquitous, businesses need to have a mobile-friendly website. A website not optimized for mobile can lead to a frustrating customer experience and contribute to a higher bounce rate. By optimizing their mobile website, businesses provide customers with an easy-to-use platform and increase their visibility on search engines.
Use Augmented Reality
Augmented Reality (AR) is a technology that superimposes digital elements onto real-world situations. AR can provide customers with a more immersive experience, making it an effective tool for product visualization. For instance, IKEA’s AR app allows customers to see how their products look in their space. Similarly, Sephora has an AR feature that enables customers to try on makeup virtually. By using AR, businesses can enhance the customer experience, increase engagement, and reduce returns.
Conclusion
Leveraging technology is essential for enhancing the customer experience. Chris Orsaris says businesses investing in technology to improve the customer experience can gain a competitive advantage, increase brand loyalty, and foster a positive reputation. By using chatbots, offering self-service options, providing personalization, leveraging social media, implementing live chat, optimizing for mobile, and using augmented reality, businesses can create a seamless, personalized, and efficient experience that meets their customers’ expectations.
