Using automation to improve the customer experience
Posted: Sat Jan 04, 2025 3:58 am
Did you know that over 80% of consumers would pay more for a better customer experience (CX)? According to our recent survey of 5,000 consumers worldwide, the top factors people associate with a great customer experience are:
speed of response. It is not pleasant to have to wait too long for a response from customer service;
availability. Customers place great importance on the availability and positivity of customer service;
convenience. Consumers like the idea of being able to contact customer service through a variety of means;
speed of resolution. Customers are not only sensitive to the speed of response, but also to the efficiency of the service provided;
24/7 support availability. Companies that provide the best customer experience are most likely to be reachable at all times, even outside of business hours.
Does your business have the resources to provide this level of customer service , even during peak periods? It is not always necessary to hire new members for your customer service department, as you can use automation .
Here are some examples of automation:
the chatbot;
customer notifications, such as out-of-stock alerts;
product recommendations based on individual consumer data (e.g. “People also bought…” or “Complete your order with…”);
offers based on individual customer data, such as birthday offers;
the integration of different systems, this is the case if your CRM and SMS platforms are associated. Data can then easily flow between the two;
the ticket management system (automated workflows can determine nepal whatsapp list the priority level of tickets issued by users and assign them to the appropriate agent).
How does automation help improve customer experience?
Faster resolution of situations
Automation is particularly suited to managing repetitive and menial tasks. This is the case if your customers tend to ask the same questions over and over again. The same is true if they are faced with a problem that they could solve themselves, but do not know how to do it.
A chatbot can then help guide individuals on the right path. 69% of customers prefer chatbots to human interaction because of their speed. They are available 24/7 and they respond quickly. These two factors are extremely important for the customer experience .
speed of response. It is not pleasant to have to wait too long for a response from customer service;
availability. Customers place great importance on the availability and positivity of customer service;
convenience. Consumers like the idea of being able to contact customer service through a variety of means;
speed of resolution. Customers are not only sensitive to the speed of response, but also to the efficiency of the service provided;
24/7 support availability. Companies that provide the best customer experience are most likely to be reachable at all times, even outside of business hours.
Does your business have the resources to provide this level of customer service , even during peak periods? It is not always necessary to hire new members for your customer service department, as you can use automation .
Here are some examples of automation:
the chatbot;
customer notifications, such as out-of-stock alerts;
product recommendations based on individual consumer data (e.g. “People also bought…” or “Complete your order with…”);
offers based on individual customer data, such as birthday offers;
the integration of different systems, this is the case if your CRM and SMS platforms are associated. Data can then easily flow between the two;
the ticket management system (automated workflows can determine nepal whatsapp list the priority level of tickets issued by users and assign them to the appropriate agent).
How does automation help improve customer experience?
Faster resolution of situations
Automation is particularly suited to managing repetitive and menial tasks. This is the case if your customers tend to ask the same questions over and over again. The same is true if they are faced with a problem that they could solve themselves, but do not know how to do it.
A chatbot can then help guide individuals on the right path. 69% of customers prefer chatbots to human interaction because of their speed. They are available 24/7 and they respond quickly. These two factors are extremely important for the customer experience .