Improving the customer experience with artificial intelligence
Providing customers with a "pain-free" shopping experience is one of the main challenges facing companies. If the customer is king, there are many strategies for keeping him, and in recent years, many companies have turned to artificial intelligence: callbot, chatbot, CRM, predictive analysis... New technologies are at the service of the customer journey, which is intended to be more fluid and personalized. Between the influence of social networks and consumer opinions, it has become essential to rethink the customer experience with innovative, high-performance tools to help you stand out from the crowd.
How can you improve the Customer Experience CX? What role does AI play in your customer service? Discover the challenges, strategies and methods that will set you apart from the competition!
What is the customer experience?
Over the past few years, Customer Experience has become a major preoccupation for marketing departments. But what does it mean, and what is it good for? We explain.
Customer Experience (CX): definition
Customer Experience ( CX) is the sum total of all the interactions a customer experiences with a company, throughout the entire customer journey. It's not just about selling a product or service. Customer Experience includes all points of contact, from prospecting to after-sales service, that positively or negatively influence the consumer's perception of the company.
Customer Experience is the key to good customer relations. Leading companies link CX KPIs with financial performance, as it is an indispensable tool for achieving their objectives.
What's the difference between Customer Experience (CX) and User Experience (UX)?
You've probably heard of User Experience (UX). Not to be confused with Customer Experience (CX), this concept defines how a product or service is perceived by customers. The ergonomics and design of a website, for example, relate to UX. But we're also thinking of Amazon's One-Click orders, which simplify the act of purchasing, or Nike's sports objectives, a forerunner in gamification.
User Experience is a notion that also helps maintain a brand's retention rate, but its scope is more restricted. It refers more to the ease of use of a product or service, while Customer Experience encompasses the entire customer relationship.
Why measure the customer experience?
For many companies, the customer experience is a major revenue generator. It builds customer loyalty and enhances brand image. In fact, 86% of consumers who have had a pleasant experience with a company are likely to repeat their purchase, compared with 13% of those who have had a bad experience (according to the Temkin Group survey). A good customer experience also leads to unanticipated purchases, also known as compulsive purchases, and a higher average shopping basket (according to recent studies by Segment and PwC).
In the face of increasingly demanding consumers, Customer Experience management is a way of standing out from the competition. It's also an approach that enables you to get to know your customers better and adapt your marketing strategy according to their buying paths.
How to optimize the customer experience with AI?
To be profitable, the customer experience must be developed over the long term. To make it exceptional, many companies have turned toartificial intelligence. Why integrate AI into your customer service? Here are the advantages in three points.
Personalize the customer journey
Customers appreciate a brand that takes good care of them. Loyalty programs, birthday vouchers, personalized communications... There are various techniques for deploying relationship marketing strategies. The most important thing to remember is to personalize the customer's experience so that they feel unique.
To do this, you need to be available. Do customers want to contact you outside your opening hours, when they themselves are available?
Let artificial intelligence do the talking for you. By integrating a chatbot-type conversational agent into your website, visitors can get instant, relevant answers without the intervention of a human advisor. The chatbot dialogues in writing in the desired language. It's also the ideal tool for directing visitors to the product or service they need, and facilitating the act of buying in hidden time.
Assist with job processing
With artificial intelligence to support your customer service, you don't just win customer loyalty. Above all, you save time. AI automates your repetitive, low-value-added tasks. It frees up your staff to focus on more complex and productive activities. Drowning in calls? Install a callbot that will be constantly present for customers. It's a telephone-based conversational agent that evaluates requests, answers questions and can redirect to a human contact if necessary.
The advantages of callbot :
- Enhanced customer experience: extended opening hours 24/7, personalization, multilingual service;
- Reduce operational costs: automate telephone call processing, eliminate post-calls, reduce re-calls;
- Enhancing human capital: handling high value-added tasks, greater availability for customers ;
- Acceleration of digital transformation: digitization of the telephone channel to feed digital applications, multi-channel management of the customer process.
Withvoice AI, you can optimize customer relations, whatever your field of activity. For example, in the healthcare sector, the callbot can take care of reimbursements, reissue a health insurance card...
In the real estate sector, he can manage housing applications and incident reports.
In short, artificial intelligence adapts to your structure and your business use cases.
Enhance customer knowledge
Developing AI in customer service also means collecting and analyzing reliable data in real time.
Are you already using a CRM system in your company? Callbots and chatbots can connect to it to keep track of conversations. Integrate these technologies into automated KPI tracking, and accurately measure satisfaction so you can improve your CX. Thanks to AI, you'll understand your customers better and know how to satisfy them!
