Customer Experience – Two words that could make or break your business.
Today, customers expect businesses to provide nothing short of an excellent customer experience whenever and however they shop. This is going to be the main differentiator between you and your competitors. The race to own customer experience is on!
Some businesses are learning this the hard way, but you don’t have to. The solution is right here – Technology. Through this article, we want to help you understand how technology can improve customer experience. We will also discuss top technology trends to help your brand beat the competition.
But first, let us explain why customer experience matters.
Does Customer Experience Matter?
Did you know that 66% of customers expect companies to understand their needs and expectations?
Gone are the days when an unhappy customer used to complain directly to the brand. Today, they choose to complain to the rest of the world through social channels such as Twitter, Facebook, Instagram, and more. Creating a powerful and memorable customer experience is more complicated than ever in such a scenario.
While that is true, it is also true that these customers share positive customer experiences on these platforms as well. 71% of customers recommend a product or service just because they received a “great” customer experience.
As a brand, you may define your brand’s promises. However, the customer decides whether or not your brand delivers on its promises. According to market research by Gartner, customer experience drives over 60% of brand loyalty.
To satisfy customers, most businesses hire and train good people. But that is not sufficient. They need tools that will help them deliver a top-notch customer experience and make them want to come back to you. Using technology for customer experience can build your brand through satisfied customers.
That takes us to the next intriguing question: How does technology improve customer experience?
How Does Technology Improve Customer Experience?
Technology for customer experience gives customers unlimited access to information, allowing them to demand products and services whenever they want. As the speed of technology to enhance customer experience accelerates, businesses must evolve quickly. Brands that use technology to enhance customer experience will thrive, but you can be sure that those that are slow to react will not survive.
Here are three key ways in which technology enhances customer experience:
1. Increased opportunities
Using smartphones, customers can research products, raise queries, and purchase products or services no matter where they are and what they are doing. A study revealed that consumers in the UK spend over 22.8 billion pounds per year on online shopping while using public transport.
With consumers becoming hyper-connected, businesses need to leverage increasing opportunities to engage new and existing customers. Technology can help companies integrate all marketing channels to deliver a cohesive customer experience irrespective of their channel. Technology can help you use customer data effectively to deliver seamless experiences.
2. Reach every audience segment
According to a Google report, 90% of online shoppers use more than one device to shop. A shopper may use one device to search for a product and another to check the pricing and complete the purchase.
Businesses need to be available with the right messaging at the right time. Technology for customer experience will help you reach your customers on any device. Technology can enable you to provide contextually relevant experiences that engage customers in the right place, at the right time, and with the right message.
3. Communicate better
Most customers switch brands because the purchasing process is too difficult. Technology offers solutions to reach customer demands. AI-powered chatbots enable your brand to communicate better with your customers.
Since chatbots provide detailed records of conversations with customers, you can use that data to analyze to reveal insights on consumer pain points. You can use these insights to improve products and services.
Top Technology Trends That Improve Customer Experience
1. AI chatbot
AI chatbot is restructuring the way brands communicate with their customers. These conversational AI chatbots are responsible for creating a personalized customer experience, making sentiment analyses, and more. Consider a use case:
Fingent helped one of the oldest state universities to develop an AI-driven ecosystem that allows students to interact with an AI chatbot (teaching assistant). These are built to be trained and allow instructors to upload the content that students need. These chatbots can manage student queries and allow for keyword and tag searches of teaching material.
2. Virtual reality
Virtual reality is a game-changer enabling customers to educate themselves about your company. Plus, VR redefines how your sales reps understand customers, increasing their empathy and enabling them to suggest better solutions to their issues.
Fingent recently built a highly interactive visual medium to enable medical students to quickly gain efficiency in stand medical procedures.
3. Augmented reality and 3D configuration
Augmented reality is considered a boon to improving the digital customer experience. It gives customers a clear picture of your product, helping in quicker purchasing decisions.
Fingent helps build interactive mobile apps that enable 3D purchase decisions. It also develops agnostic web solutions for eCommerce to better use AR capabilities.
Fingent- A Perfect Partner to Create Custom Technology Solutions To Enhance Customer Experience.
The impact of technology is a powerful catalyst for change, and the speed of that change is getting faster and faster. Fingent can help you identify technology trends and capitalize before it is too late.
You must acknowledge and meet consumer demands for your business to increase market share and stay relevant. Marrying customer service and technology can drive customer delight.
Fingent brings you deep expertise in experience strategy and design, harnessing best-in-class solutions. We can help you drive transformation across the customer lifecycle, sales, marketing, and more.
Fingent is equipped to provide support across channels. Our quick and easy setup allows you to cut time and lower costs. With the help of AI and automation, we can route your tickets to the right agent and boost customer satisfaction. Find out more about us and chat with our experts to see how this can be done.