Automation enables a business to handle business logic and manage critical tasks so that they can tailor their service to meet the needs of customers individually.
Automation is the new black for businesses striving to deliver an improved CX. Customers tend to fall for a business when its offerings are customer-centric and make them feel connected. By automating processes, a firm can cater to its consumers’ needs by customizing the products and services accordingly. Thus, it is more likely to meet and exceed the requirements as well as expectations of individual customers.
Below are some stats to preview a stronger image of the profound role that automation plays in churning out a better CX:
- 77% of marketing leaders cite automation as one of their methods for improving customer service.
- 86% of customers are willing to pay more for a better CX.
- If CX is delivered rightly, greatly instead, shoppers are inclined to pay 16% more for a product or service.
- In the United States, around 55% of customers reported a positive CX basing the overall interactions on artificial intelligence (AI).
Delivering a consistent CX requires increased team collaboration and involvement, encompassing all the critical departments of an organization. Automation can help businesses to develop action plans and strategies that help in optimizing their customer experience. Marketing, order processing, delivery, and post-sales support — processes throughout the customer journey could all be streamlined with automation, so customers receive a consistent brand experience that builds trust.
How to Use Automation Strategies to Deliver Consistent and Better Customer Experience
Engage Customers With Personalization
Personalization is the key to revitalize the customer experience. It begins from the point of customer on-boarding and the first engagement ( reading a blog, or anything related to the brand) to all the way down to making a purchase and acquiring after-sales services — What a customer seeks is personalization. In fact, 72% of consumers tend to engage with a business depending on the customized marketing messages targeted to their interests.
Transforming the customer interactions using automation is how a business can reposition itself. Automation technologies collect data from customer touchpoints, simplifies email marketing or CRM system, and create highly personalized content marketing. By doing so, businesses deliver real-time personalized services — Eased through automation.
Streamline Customer Support Using Chatbots
Whether it’s the website, mobile, chat, or social media, customers expect every a seamless customer care system through every channel. They want it to be personalized and optimized basing their previous behavior and interactions with the brand.
As much as 56% of customers prefer messaging via chat or apps rather than phone and video calls. Using chatbots to automate customer service saves time and helps in cost-cutting. Such AI technologies further aid in reducing the response time for repetitive queries. Not to mention, live agents’ importance remains the same for their emotional touch on the CX. Thus, it is recommended to incorporate both in an organization in order to not lack behind the competition.
Augment Customer Interaction With Electronic Forms
Internal processes of an organization, if done entirely manually, might bring some errors alongside. Such mishaps are never appreciated by the customers and may cause them to shift towards the competitor brand. To avoid such consequences, automated forms may come in handy to use. Electronic form submission and processing enables a business to minimize complications as well as improving the response time.
In B2B dealings, sales order forms are known to simplify the complex purchasing processes. Furthermore, automated forms facilitate in populating user details and digitalizes the data collection through the database. Businesses can also gather feedback on sorting out multiple operations using electronic forms to deliver a better and consistent customer experience.
Empower the Purchasing Process With Real-Time Updates
Having up-to-date inventory management is possible through real-time updates. Utilizing automation technologies to access real-time updates on product availability ensures that the business is able to serve the customers on-demand and promptly. Leading to the conclusion that the sales and conversion systems are flawless; hence, the profit ratio is higher.
Ensuring the availability of goods in stock is enable via having to set data-driven rules to automate inventory management. Businesses can set up real-time notifications to update their employees on the stock availability and shipment processes. Forecasting the consumer trends on time is doable with real-time analytics so that a business can meet the customer demands and compete with the market trends.
Routinely Collect Customer Feedback
Any marketer can’t deny the impact of customer feedback on improving the customer experience through identifying the customer touchpoints. Businesses are suggested to ask and listen to their customers. A study says, if you ask your customers, 70% of them are likely to leave a review — however, it is critical to turn it into an action plan.
Analyzing your customer’s feedback and the data collection can be made easier when combined with automation tools. A company can conclude up-to-date information, valuable touchpoints, and reinventing suggestions coming right from a customer’s feedback — All of these inputs are facilitated at one click to automation.
Bottom Line: Automation Leverages The Customer Experience
CX automation is transforming the way businesses used to see and treat their customers. With automation, companies can keep their customers engaged, provide real-time assistance, drive additional sales, and gather and sort valuable customer data. The far and wide benefits of real-time updates on the internal processes for driving more customers and — satisfied customers is a must mention. According to a study, 73% of customers consider customer service before they make a purchase. The automation strategies mentioned above explains how automation technologies can transform a business into a digitalized customer value base. Hence, ensures a business to deliver a better customer experience.