Providing an excellent customer experience is the backbone of a successful brand. It has more of an impact on loyalty than price and product combined, but very few businesses have the manpower and resources to individually manage each customer interaction. That’s where automation comes in.
In this article, we’re going to look at some of the key ways you can improve the customer experience your brand is providing through the use of automation and automated software (like those you can find on this page at NICE website), including better communication, a stronger understanding of your audience, and more efficient and effective advertising.
Be More Responsive
Being accessible and responsive makes your customers feel heard and allows you to solve their problems as quickly as possible. Unfortunately, most of the traditional contact methods are relatively slow and clunky, and they take a lot of hours out of your day.
Automation can help by giving you tools to respond to queries immediately. You might set up some initial automated responses or greetings for a Live Chat function on your website, or even go so far as to establish an AI-powered chatbot that can respond to queries with the information your customers need in real-time.
Research actually shows that around 69% of customers prefer to use chatbots for receiving instant responses and service-related inquiries.
Reduce Your Workload
Your team probably feels pretty overwhelmed with the number of customer communications they are dealing with on a daily basis. Why not use automation to lighten that load?
You can automate your email responses and even your marketing output. Automation can now deliver personalized, relevant, and highly engaging emails that speak directly to the individual. It can include coupons, discounts, updates, and other information that is important to each specific customer, without you having to personally craft one message at a time.
Deliver The Content Customers Want
Targeting each customer’s needs in a personalized way is becoming more and more important these days, but each customer is so different that it can be daunting to try and create content that speaks to them all.
Automation allows you to use an omnichannel approach that delivers content that is tailor-made for the customer, and present it wherever they are spending their time online. Automated ads can customize themselves instantaneously in response to user behavior and queries – and they can learn what works and what doesn’t so that you’re constantly improving the experience for your customers.
Evaluate Your Performance
Providing a positive customer experience means evolving with the times and responding to what your customers are asking for. Through automation, you can better utilize customer data and feedback to implement improvements that will mean you are always exciting and delighting your target audience.
Rather than sifting through all of this information yourself, feedback can be automatically tagged and categorized based on responses so that you can quickly grasp the important takeaways and identify actionable findings.
Summary: How to Improve Customer Experience with Automation
So, how can you improve customer experience with automation? In a huge number of different ways. Automation allows you to be more efficient, more responsive, and more flexible. You can have a better understanding of your audience and more capacity to deliver exactly what it is that they are looking for.