Digital Transformation Customer Experience Best Practices
Customer service digital transformation involves advanced tools and technologies to facilitate customers throughout their journey.
To make sure customers experience a seamless decision-making and purchase journey, consider these best practices for digital transformation of customer experience:
1. Add Artificial Intelligence
Artificial intelligence often takes us back to the sentient robots mimicking human actions. However, AI is not used the same way in modern companies. In fact, with the introduction of Natural Language Processing (NLP), AI has literally changed the concept of business and customer experience.
AI predominantly serves to automate business functions, alleviating the workload of employees. This not only saves countless hours but also allows for personalized customer experiences.
One area where AI has demonstrated remarkable efficacy in enhancing both customer and employee experiences is in email newsletters. Businesses can dispatch uniform messages to their entire customer base while maintaining a personal, authentic, and heartfelt tone. Achieving this without overburdening employees with the laborious task of customizing thousands of emails is made possible by AI. By extracting data from the CRM and personalizing each message with customer-specific information, AI creates emails that feel as though they were crafted expressly for each recipient.
2. The Surge in Chatbots
Chatbots are on the verge of a significant breakthrough in the retail sector across North America and Europe, thanks to the increasing accessibility of Natural Language Processing (NLP) for medium and small businesses, facilitated by ChatGPT.
Bots, however, were limited, only efficient in performing predetermined actions. This led to unengaging customer experiences and a lack of solutions.
On the brighter side, chatbots have improved with AI. Juniper research predicts that the global retail chatbot expenditure is likely to rise by up to 470% in another five years.
This trend will alleviate the pressure on the teams responsible for customer support, typically answering regular questions. Moreover, such automated systems can perform multiple routine operations like opening tickets, assigning them to the right agents, and getting faster resolution, thus creating seamless customer experience solutions.
3. Improved Self-Service Capabilities
Customers prefer not to wait in queue for support. Understanding this, businesses have shifted focus to find better ways to help customers with self-service options. Besides chatbots, self-service digital transformation strategies include workflow automation and knowledge bases.
Workflow automation involves setting-up a process that operates by itself, which saves resources and time. For instance, when a customer places a return request, an auto generated email is sent to them for return instead of waiting for an agent.
Knowledgebases are searchable databases that allow customers to locate resources about products and/or FAQ answers. This creates a faster information-seeking process for customers that releases the burden on the support team.
4. Augmented Reality (AR) Tools
AR opens new avenues to improve digital transformation customer experience. By supplementing real images with advanced digital elements like text overlays or graphics, AR has changed the game. This is how digital transformation is driving customer experience across all industries.
AR is potentially useful for customer service as it can be used to supplement regular in-person experience. Using AR, you can display all product information when customers shop.
In addition, when customers visit the store with their smart devices, they can scan any product to see the data, including product information and customer reviews. This not only reduces friction, but also makes it convenient for customers to locate appropriate products or services.
5. Better Use of Predictive Analytics
Predictive analytics determines customers’ reaction to business changes. Business leaders can leverage these reports to understand their consumer behavior and the importance of the company’s role in their lives.
With rapid development of Machine Learning and AI, predictive analytics is all set to become an essential digital transformation customer experience tool for businesses.
6. Personalized Customer Experience Is the Key
Research shows that 70% of customers are willing to provide their personal data to be used for customer experience enhancement.
Personalized experiences are winning hearts across all demographics, ages, and other parameters. One of the best ways to personalize the experience is to send product recommendations to customers based on their recent purchase history or browsing history.
It conveys that the customer data you have retrieved is being used for specific purposes, making it more convenient to find what they are looking for.
As you gather more customer data, you can create better personalized customer experiences.
7. Privacy and Data Security Concerns
Customers are sharing their data, which adds to the responsibility of business to ensure privacy and security. Security compromises and data breaches are major factors for customers rejecting a brand.
Update the latest privacy policies, regulations and laws affecting your business. Develop and maintain trust to build long-lasting relationships with your customers.
