The COVID-19 pandemic has forced business enterprises to evaluate their operations to adapt to the current needs of customers. In a recent high-profile survey of 899 executives, it even was found that 72% of organizations implemented new digital technologies during the crisis. Enterprises are starting to look forward to technologies to transform customer experience.
And if that wasn’t enough proof: 67% of respondents who invested more in customer experience technology than their industry peers reported more revenue growth.
Table of contents
Top 10 technologies to transform customer experience
1. Digital channels
It’s no secret that your customers are spending a lot of time online, and the pandemic has only encouraged them to surf the net longer. In fact, studies show that global online consumption has nearly doubled in 2020, and the trend continues to increase this year. That means, if you intend to provide the best customer support possible, your business needs to meet where your customers are online.
To this end, your business needs to be ready to provide support across as many digital contact channels as you can, such as email, live chat, and social media. Spotify opens its Twitter DMs for customers, sending the queries directly to the company’s advisors to be resolved at the soonest possible time.
2. Omnichannel capabilities
You may have different touchpoints available, whether this is through your website or your ad, but if you want to provide the best customer experience possible, make sure they’re all connected. This is called the “omnichannel experience”, which provides a cohesive and almost-linear customer journey, no matter what touchpoint people start with.
The omnichannel experience can be achieved in many ways. For example, if you are publishing an ad, you have to make sure that it will direct them to the next step in the customer journey, such as to “check out” your social media platforms, where they can purchase the featured product, or the location of your store.
Meanwhile, online furniture store Crate & Barrel ensures that even if the customers did their cart-adding on desktop, they can purchase the items on their mobile app.
3. Agent analytics
Improve your customer experience by employing agent analytics, which tracks your agents’ performance and analyzes how they can improve. Automation software Zapier relies on agent analytics to know how long their customers have to wait for a reply, which they use to improve their response times.
This technology also allows you to look at previous conversations, average handle time, time bands, number of conversations per hour, and other key performance indicators that will allow you to monitor the quality of your customer service.
According to a study by software company Salesforce, 75% of business buyers expect personalized experiences from the companies they buy from. For instance, the writing app Grammarly provides its users with personalized weekly reports unique to their writing tendencies. They can then see how much they have improved, and what areas they still need to work on.
On the other hand, clothing retailer StitchFix curates entire wardrobes for each customer, based on their preferences and feedback. They leverage an in-house artificial intelligence (AI) software to track each customer’s activity on its app or website, providing relevant recommendations.
5. Intelligent routing
One way of personalizing customer inquiries is through intelligent routing. This is done by gathering inquiries through various contact channels and automatically sending them to the agent best fit for the issue.
Telecommunications company Vodafone UK employed an AI chatbot called “Intelligent Care.” Intelligent Care uses voice analytics to try and figure out what the customer could be calling for, picking out keywords like “weak signal” and “no network.” It will then automatically direct them to the best channel or agent that can resolve their problem.
6. Language translation
Remember: your customer service should understand any language — literally. Fortunately, thanks to technology, they don’t need to learn a ton of them. Many language translation software can be seamlessly incorporated into your customer service messaging channels, such as chat and email. Both your customer service agents and the customer themselves can type in their native languages and the AI will perform real-time language translation to ensure the messages are received in their respective languages for ease of communication.
7. Customer chatbots
As consumers demand round-the-clock assistance, businesses have increasingly turned to the rapidly growing market of chatbots. These AI-powered chatbots are available 24/7, responding to queries even without a human agent available. They can also support multiple customers simultaneously, streamlining customer service operations.
8. Real-time voice transcription
One way for your agents to take calls and understand the customer queries while they’re working is to leverage real-time voice transcription software. By obtaining copies of your agents’ conversations with your customers, you will be able to examine them for unique insights you can use to take action at a later time. For example, is there a query that frequently comes up? How do your customers react to cold calls?
Since people normally take calls from their smartphones, your business is better off with transcription software compatible with the device. Fortunately, even if they’re small devices, modern smartphones are equipped with efficiently routed PCBs that are more than capable of distributing power signals throughout the device. With gloss and retrace tools, smartphones are able to generate enough charge to support transcription AI. This is why we have software like Rev.ai and Otter.ai for the platform.
9. Sentiment analysis
If you want to understand your market better, you have to listen to their words on social media, review pages, and even the way they talk to your chatbot. To this end, it will be helpful to invest in sentiment analysis tools. These tools are able to detect the tone, emotion, and urgency of your customers’ responses. They will then assign a positive, negative, or neutral tag, so agents will know which queries to prioritize. PayPal uses sentiment analysis, especially in dealing with customer support tickets on social media.
10. Natural language processing
Aside from sentiment analysis tools, you’re also going to need natural language processing (NLP) software. NLP entails leveraging machine learning algorithms, the same technology that fuels AI, to allow computers to understand written human text the same way a human would.
Unlike sentiment analysis, NLP focuses more on the messages’ content. For instance, they can contextualize words with multiple meanings, differentiate proper nouns from common ones, as well as understand messages even if they’re not grammatically correct. Brandwatch and MonkeyLearn are only some examples of brands that use NLP.
Customers are the bread and butter of every business, which is why providing them with the best experience possible is very important. See which of these technologies your enterprise needs and take your first steps into building brand loyalty and boosting business growth.