3 Things to Consider When Building Effortless Experiences

Increasingly, the customer care industry is teaming up with technology to focus on delivering seamless and effortless customer experiences.

But our industry often promises a better omnichannel experience and improvements to the customer journey, while in reality, many companies fail to deliver.

While customers have more options than ever for outreach, their journey often ends in a disjointed experience filled with tedious repetition. We need to think about the investments we make in these channels, and how to reduce the friction between them.

A true omnichannel experience should enable customers to move effortlessly from one channel to the next while retaining context the entire time.

To build a truly effortless customer experience, consider the following tips.

1. Analyse the Customer Journey

Take a look at the customer journey and figure out how to address issues before they evolve into problems. The more you can predict and resolve problems upstream, the better shape you will be in downstream. Take the time to really optimise your customers’ journeys. You should constantly assess and reaffirm that customers are being directed to the correct channel for the issue they need to resolve.

2. Follow up With Customers

Collect feedback and follow up with customers who give your customer service experience a poor score. It can be very insightful to learn about customer pain points, and it will provide you with the information needed to improve the customer journey.

3. Apply AI — Intelligently

Working with the latest technology can help you optimise the customer journey and automate customer care, but it’s important to remember that not all AI is created equally. You need to make sure your organisation is connecting the dots between technology capabilities and business goals.

This blog post has been re-published by kind permission of Interactions – View the original post

To find out more about Interactions, visit their website.

About the author

Interactions Interactions provides Intelligent Virtual Assistants that seamlessly combine artificial intelligence and human understanding to enable businesses and consumers to engage in productive conversations. With flexible products and solutions designed to meet the growing demand for unified, omnichannel customer care, Interactions is delivering significant cost savings and unprecedented customer experiences for some of the largest brands in the world. Founded in 2004, Interactions is headquartered in Franklin, Massachusetts with additional offices worldwide.

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Call Centre Helper is not responsible for the content of these guest blog posts. The opinions expressed in this article are those of the author, and do not necessarily reflect those of Call Centre Helper.

Published On: 21st Aug 2018
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