Posted On: December 17, 2020


Digital customer experience with human touch is way forward

7 mins read


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Thinking about digital customer experience? 

The ever increasing need to enhance customer experience and future roadmap of CX in this pandemic period put businesses under spotlight. 

Coronavirus pandemic is not just any crisis. It is forcing most people to be physically separated from their friends, extended family, workplace, and favorite places.

Simultaneously, requiring organizations to adapt to a digital or remote way of doing business and is dramatically altering employees as well as customers daily experiences.

What does it take to build digital customer experience?

If you are a B2C company, your most important stakeholder right now is a human being who is craving connection, and suddenly needs a whole new customer experience (CX)

Your most pressing question right now should be, How do I delight my customer by providing meaningful support? and not how do I grab market share?

Just a heads up! 

A famous saying by Warren Buffet states “It takes 20 years to build a reputation and 5 minutes to ruin it.” 

So, if you look at it that way, you definitely  will be thinking and doing things differently.

Your business’s relationship with customers is built over time, nourished by multiple experiences via repeated figital and digital interactions. Thus, it’s crucial to maintain it.

PwC research showed that 59% of global consumers surveyed felt companies had lost touch with the human element of customer experience (CX), and 75% of the customers surveyed preferred to interact with a human versus an automated machine; even before the crisis.

This clearly states that human touch is the most  important element for delivering great CX. 

Seamless CX with Knowledge Management 

Customer anxiety has increased during the pandemic and hence there is more need to implement tools which enhance customer interactions with cost-effectiveness.

Brands that would be empathetic towards their customers today, would create a lasting impact of loyalty in customer’s mind.

The need to have a unified knowledge management system for contact center agents as well as for customer self-service is the need of the hour. 

Did you know, AI powered chatbot is not just an automatic response dispenser, but it talks in a way that your customers on the other side of the line can not say whether they are interacting with a human agent or a bot. That’s the true power of knowledge management.

Omnichannel presence is crucial today and consistency in communication is equally important with organized information, you can ensure and serve consistent delivery of information across channels. 

Your agents don’t  need to go on different screens to find a solution, that’s when the integration helps. Once you know who the customer is and if you are integrated with the back end systems, you can make it cognitive.  

Knowledge being a central system of organization which feeds all different channels and can provide seamless CX.

Knowledge management is replacing the tribal knowledge

Multiple systems, Multiple information, it’s very difficult for a customer service agent to work. 

In contact centers, AHT and FCR drive the cost and people are trying to move from document management systems(DMS) to knowledge management systems (KMS)

You need an AI enabled migration tool which does all required actions for you in a single click. 

That’s a challenge the knowledge management software has been able to solve. It helps in management  and insecurity.

Conclusion

In the future, Importance of contact centers is going to increase because they will be actually making some decisions. It’s very hard for machines to make decisions in a fussy scenario. 

Knowledge base can provide you with context and information in real-time to make informed decisions.

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