Technology can bridge the gap between consumers and businesses and has done so many times in the past. The best technology tools give businesses a deeper understanding of customer needs so that they can provide great service. This benefits consumers equally. Data analytics, chatbots, and mobile support are some of the hottest trends transforming the customer experience today.
Big Data Analytics
By allowing businesses to meld together data from numerous sources, data analytics provides insight into customer behavior that better predicts preferences. This is also a win for the customer, who gets more personalized service. By building a better relationship, businesses can drive up sales. Large data analytics tools allow marketers to address customer pain points that need to be solved. Conversely, it also reveals campaigns and tactics that trigger passion and loyalty in current and prospective clients.
This kind of deep data mining allows businesses to build customer service platforms that better anticipate customer needs and offer immediate solutions. The trade-off is that customers are asked for more information. As people get used to providing more information for better service, customers won’t resent answering questions that may otherwise seem invasive.
AI is revolutionizing many IT technologies. Chatbots are one of the primary applications of AI, and they have a direct impact on the business-client relationship. In fact, the chatbot may be the first or only interaction some clients have with your business. Virtual assistants have begun replacing human customer service representatives around the world. This is because they are cheaper, faster, and don’t require sleep or lunch breaks.
Companies amass vast stores of data on each customer they serve. This information is used to develop an interactive AI system, the chatbot. Data warehouses are mined to develop deep machine learning that evolves into intelligence and the capability to predict the answers to questions they haven’t answered before.
Intelligent virtual personal assistants are being developed to meet the growing demand for instant answers across SMS, voice response, the web, mobile apps, and IM. Companies can leverage chatbots to meet this demand and save money by reducing time to resolution and long response times.
Mobile Customers Support
A BI Intelligence report [https://digiday.com/marketing/mobile-commerce-going-2016/] predicts that mobile commerce will account for 45 percent of all e-commerce by 2020. Consequently, brands should design online stores that work as well on mobile devices as on a laptop.
The aging millennial demographic and subsequent generations want to be able to everything on their phones and tablets. That makes it imperative for companies to pay as much attention to mobile development as traditional application technology. Today’s consumers want to be able to order a product and find instructions and customer service all on their smartphones and devices.
With this expectation comes further assumptions. When prospects or customers abandon an order or question and come back, they want their prior information to appear without re-entering it or starting over with a new customer service representative.
One of the hallmarks of a successful business is knowing and meeting customer needs past the point of sale to build a lasting and mutually beneficial relationship. Technology tools are one way to accomplish this. Another vital part of staying focused on the customer is ensuring that all areas of the business are nailed down. Partnering with experienced business lawyers is the best way to fulfill your company’s legal needs without detracting from your customers.