It is not enough to implement CX technology solutions if they are not accompanied by a customer-centric culture in vision and practice. The numbers show the demands of consumers.
62% think experiences should flow naturally between physical and digital spaces.
Learn what customer-centric vision is and how 5 companies implemented it successfully.
In light of this, what can companies do?
Have unified service channels that allow the customer to avoid having to repeat their query when moving from one communication channel to another;
Encourage service agents to deliver personalized customer experiences based on insights from proper segmentation ;
72% of customers want immediate service;
Share the information with the team so they have the full context of the conversation.
It’s not enough to remember your customers’ names. Consumers expect truly personalized service — 59% want companies to use their data to personalize their experience .
2. Technological solutions
The amount of data collected from customers and their growing expectations are leading companies to incorporate automation dataset tools based on artificial intelligence as a pillar of their omnichannel strategy.
This makes it easier to personalize the offer based on more timely insights that serve to improve customer service areas.
Artificial intelligence (AI) is an ally in
CX best practices for the retail industry. How can it help to optimize customer service?
Through a chatbot available 24 hours a day capable of answering questions, holding a conversation, redirecting messages and, in when should you think about opening a dispute? many cases, closing a sale. It is ideal for those who prefer not to contact an agent;
The analysis of data that AI collects and systematizes allows us to identify patterns of customer purchasing behavior, the characteristics of a group of data, and relate variables.
With a self-service platform where mobile number list customers resolve queries themselves. With proper management of the knowledge acquired from consumers, it is possible to help them solve their problems without intermediaries.
You may be interested in reading how to perform statistical data analysis .
