What are the Best Ways to Improve Customer Experience in 2020?

By Apac CIO Outlook | Thursday, June 25, 2020

It is often difficult to chalk out a reliable customer experience strategy that can be immune to the ever-changing market and customer demands. In this article, we are giving away 3 useful tips to achieve excellent customer experience in 2020

Fremont, CA: Customer experience plays a significant role in today's marketplace. Only innovating new products cannot help generate revenue; companies need to know the art of delighting their clients and consumers. Though majority of the companies know how excellent customer experience can be a potential game-changer, it is often difficult to chalk out a reliable customer experience strategy that can be immune to the ever-changing market and customer demands.

Here are some tips that can be useful to improve the customer experience in 2020:

Understanding Customers is the Key

The first step in delighting customers with an exceptional experience is to know them. Everyone has different requirements, likes, and dislikes. What works for one person may not work for others. So, it becomes necessary to know customers on a deeper level to deliver personalized and meaningful moments. Various groups are there in an organization, such as sales team and contact center support agents that can give detailed information on customers' preferences and demands. Based on the topics repeatedly appeared in contact center discussions, companies can nail down FAQ articles that ensure customer's queries.

Combine Human Intelligence and Artificial Intelligence

The emergence of AI-enabled chatbots had generated a fear in employees that, bots would replace them in the not so far future. However, soon it was evident that AI is not a replacement to human employees, but a compliment.

Accuracy and speed of Virtual agents and intelligence of human assistants in the contact center and customer response environments can accelerate problem resolution and ensure clients' satisfaction. For instance, a smart IVR can use skills-based routing to directly send a customer to the person who is best-equipped with their queries.

Promote DIY Trend

The DIY trend is gradually increasing as younger generations continue to enter the consumer market. Research showed that around 67 percent of customers appreciate solving their own problems. Companies should keep an option for their customers to find answers to their queries with the help of automated chatbots or an FAQ section.