How to Revolutionize Your Customer Experience With Technology

Contributed content / By Ashwini Dave / 9 October 2019

Technology helps businesses connect with their customers quickly and effectively. It builds a bridge of two-way communication for businesses and customers, making online business more convenient and accessible.

One of the best parts of the digital era is that new market realities are driven by customers, not companies. 

Customers and their digital journeys now drive marketing strategies. Technology has a lot to do with this change.

Digital technology has impacted both customers and businesses. Digital communication channels have impacted customer habits and enabled businesses to explore the best outcomes. 

According to a report by Econsultancy, successful companies are the ones that deliver high-quality customer experiences.

How to Revolutionize Your Customer Experience With Technology

  1. Use chatbots and live chat make businesses accessible
  2. Invest in augmented reality and virtual reality for engaging experiences
  3. Create mobile apps to drive customer loyalty
  4. Use omnichannel experiences for common threads for customers 
  5. Solve customer queries with co-browsing

1. Use Chatbots or Live Chats to Make Your Business Accessible

Chatbots and live chat are effective customer communication weapons in the arsenal of digital tools today. 

The shift from web-based to mobile browsing means customers are more impatient than ever. These channels reduce query resolution time while extending real-time support.

Chatbots and live chats are different tools that offer similar outcomes.

Characteristics of Chatbots

With a chatbot, interactions are handled by artificial intelligence that decodes customer queries and responds in real-time. Chatbots can also:

  • Pair conversational data from the chat with existing profiles of customers
  • Be trained and programmed to handle specific customer queries
  • Handle thousands of chats simultaneously with support from AI and scalable operations

Artificial intelligence makes it possible for chatbots to support many customers at once. The AI tools can also be programmed to respond to specific questions and situations.

Characteristics of Live Chats

Live chats, on the other hand, are powered by humans in real time. This means Live chats can handle complex human queries, but are less effective than chatbots at pairing data with customer profiles.

For comprehensive customer support that delivers a high-quality experience, businesses should use a combination of both these technologies.

Tips for Using Chatbots and Live Chats Together

It's important that businesses use both of these tools the right way to avoid confusing customers. Follow these tips:

  • Make sure your technology is fast. Customers do not like to wait for help so use these technologies to reduce wait time. This in turn reduces the churn rate of customers.
  • Program smart routing between chatbots and human representatives. Use chatbots that can sift through queries and transfer the complex ones to the right agent. 
  • Use chatbot data to inform representatives. Chatbots help agents to address queries in real-time and significantly bring down the resolution time.
  • Install self-service facilities to reduce the deflection rates of tickets and improve customer satisfaction scores.

By following these tips, you ensure the seamless integration of a chatbot with your operations and improve customer experiences on your website.

2. Invest in Augmented Reality and Virtual Reality for Engaging Experiences

Augmented reality (AR) and virtual reality (VR) help companies deliver engaging customer experiences. 

While virtual reality draws customers into a world of ideas, augmented reality introduces an interactive layer to the everyday environment. Both AR and VR drive more customer engagement.

Hyundai, for example, recently introduced an AR-driven digital version of their user manual that drivers can have on their smartphones. 

The AR manual, shown below, points out different parts of the car underneath the hood, such as the air filter and brake fluid.

hyundai augmented reality manual
Source

Drivers aim their smart device’s camera at the dashboard and learn the functions of various elements through their phone screen.

This enhances the customer experience by improving how drivers experience the manual.

Tips for Using AR and VR for Customer Experience

Here are some ways you can use AR and VR to improve customer experience:

  • Test virtual products: VR enables sales and support teams to extend trial runs of products to customers.
  • Ensure customer satisfaction: With AR integrated stores, customers can scan the provided signage and displays through their phones and access additional product information.
  • Engage employees: VR powered staff training and employee onboarding processes save tremendous times and efforts.

By blending with other technological elements, the benefits of AR and VR can be enhanced as a part of a comprehensive digital strategy.

3. Create Mobile Apps to Drive Customer Loyalty

Mobile apps are a place where customers can have meaningful interactions with brands. In fact, experiences of mobile apps can be a make-or-break factor that drives lasting customer loyalty. 

Here are some ways you can deliver memorable experiences through mobile apps:

  • Gather data for improved experiences: Apps provide teams extensive access to customer data that they can put into action. Sources of data include customer surveys, ratings, and reviews.
  • Convert customers into fans: By leveraging mobile notifications and constantly engaging with customers, brands can map better strategies to make those customers fans of the brand.
  • Personalize the customer experience: Apps also help brands to engage customers proactively by finding the right moments of interaction.
  • Make e-commerce convenient: With features such as mobile payments that streamline the checkout process, customers can simply scan to pay, activate extensive discounts, and earn loyalty points.

The mobile app market may be saturated, but that doesn’t mean mobile apps are less valuable as a channel for customer experience.

4. Use Omnichannel Experiences to Create Continuity for Customers

An omnichannel experience threads together customer experiences on various platforms. This includes experiences on websites, social media sites, email, branch or retail outlets, and even on the telephone. 

Today’s businesses use multiple channels to provide support to their customers. 

Supporting multiple channels within a single conversation is perfect omnichannel customer experience. Customers expect businesses to remember their queries across channels. 

If a customer replies to a company post on social media, for example, that customer should be able to follow up on that reply via email.

With a connected, seamless, and consistent customer experience, customer journeys can be directly accessed from various channels.

Your omnichannel strategy should be:

  • Customer-centric: Customers should be able to self-manage their experiences. They can realize the best possible outcomes in the least possible time as they constantly engage with the brand wherever they are.
  • Outcome-focused: Omnichannel experiences reduce back-office complexities since every individual customer journey metric is. The result is an introduction of automated pathways that help to reduce the reliance on agents.
  • Data-driven: Capture data on every channel to make your customer insights can be more accurate and reliable.
  • Automated: Automated channels improve self-service and support live agents through complex activities. Process pathways improve efficiency and impart more costs savings.
  • In an ecosystem environment: Omnichannel experiences offer end-to-end brand experiences regardless of the platform that the customer is using.

Use an omnichannel strategy for a seamless customer experience across multiple platforms.

5. Solve Customer Queries with Co-Browsing

Co-browsing is another major customer experience tool enables brands to delight and amaze their customers. 

Co-browsing is commonly known as Collaborative browsing. Co-browsing allows two or more people to access the same webpage from different device at the same time. This makes customer support easier.

Co-browsing is similar to screen-sharing, when a customer service agent can see the customer's web screen. The key difference is that screen-sharing only shows what the customer is seeing.

In the image below, you can see where the customer and agent collaborate on the screen. The agent’s activities are marked in green and the customer’s in red.

co-browsing example on-screen collaboration
Source

Co-browsing allows agents to scroll, type, and highlight, guiding customers and solving the queries in real time. It helps businesses by:

  • Providing real-time access: Agents can access the tabs of customers in real-time, ushering them through the resolution process of their queries.
  • Boosting agent productivity: Co-browsing helps to reduce the call-handling time, increases agent utilization, and reduce costs. This results in motivated and productive agents that positively impact customer experience.
  • Requiring minimal setup: Co-browsing solutions, such as the one provided by Acquire, requires virtually no setup or installation. Agents can initiate sessions in a single click by directly sharing access codes.
  • Being highly secure: Since customers do not have to share access to their entire screens, they are more comfortable with such non-invasive support efforts. In fact, they have complete control over the amount of information that they want to share.

High-quality co-browsing software can improve your relationships with customers by helping them answer their queries quickly and effectively.

Businesses Should Use Digital Tools to Improve Customer Experience

There is no shortage of customer support technologies. Each of the tools discussed in this article serve a specific function, and if leveraged in the right manner, they can boost customer satisfaction.

Use these digital tools can support your human customer service operations. Make sure you have a trained team and high-functioning software to meet your goals.
 

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