The role of advanced technology in the modern customer experience


While Customer Experience (CX) has always required a human touch, there is something to be said about technology and its role in keeping customers happy and engaged. And if you look at the current landscape of business tools, you’ll see that there’s never been a better time to focus on the modern customer experience.

What is the customer experience?

Customer experience can sound like a buzzword or fancy term that Silicon Valley startups stick to their PowerPoint presentations when raising a new round of capital. Still, it’s a tangible concept that has a real impact on your business (for better or worse).

According to HubSpot“Customer experience is the impression your customers have of your brand as a whole in all aspects of the buyer journey. This results in their view of your brand and influence factors related to your bottom line including revenue.”

Recent customer experience is especially important when you consider the sheer amount of options the average customer has to choose from. With so many similar services and products being sold by competitors, you need something that sets you apart. A positive customer experience can help you do just that. Likewise, ongoing customer experience influences loyalty, repeat purchases, lifetime customer value, and more.

Customer experience and impact are created by two primary touch points within your organization: People and yours products. If you are going to improve the customer experience, start by thinking about (1) how you can improve the way people interact with and serve your customers, and (2) the quality, usefulness, and perceived value of your products by the customer.

Explore high-tech approaches to customer experience

If you want to elevate the customer experience and grow your business, You should reduce friction. The best way to reduce friction is to simplify your approach with technology and innovation.

Here are several techniques and methods that successful businesses rely on (and you can too).

1. IT Helpdesk Software

If you’re still using the ticket platform to handle support tickets and IT requests, you’re playing from behind. Not only are your customers very frustrated with the slow pace and poor service, but your employees get drowned behind the scenes.

IT help desk software reduces end user confusionIt simplifies problem-solving and quickly takes advantage of annoying tickets. Some features of the IT help desk software may include the following.

  • Assign individual tickets to specific team members based on skill sets, certifications, experience, and availability. This ensures that customers receive the best (and fastest) support for their individual needs.
  • Automatically and intelligently sort support tickets so that minor repairs can be processed automatically without the need for manual input from a team member.
  • Get notifications and reminders for premium support tickets so that no customer order is left open for too long.

Most advanced help desk software is built on the cloud, which increases the flexibility of your team and allows you to provide customer support from anywhere (without depending on location or device).

It’s also fully scalable, making it easy to continue providing great support, even as your customer base and support ticket size grows.

2. AI and ML Chatbots

People want as many different customer service options and channels as possible. They expect someone to help them no matter the time or day. From the company’s point of view, this creates a lot of pressure and expectations. Fortunately, technology comes to the rescue once again. This time, in the form of artificial intelligence (AI) and machine learning (ML) chatbots.

AI and ML chatbots are basically online Chat technology with smart algorithms. Companies program it to understand and interpret customer questions. They can provide answers, suggest solutions, and/or triage customer support requests. Staff can then send tickets to the appropriate support person.

While some companies choose to develop their own chatbots, you can also take advantage of existing platforms.

3. 24/7 social monitoring

You can not stand the time. While 9 to 5 hours may be standard, companies that score high on modern CX are tuned in to what’s happening with their customers 24/7… and they should be too.

While 24/7 monitoring is important, you don’t have to physically stop yourself (or employees) in front of a computer or phone around the clock. With monitoring software, you can listen to what is happening and gather insights into what people are saying on social media. You can also track, analyze and respond to email and chat requests.

Some of the best 24/7 monitoring platforms on the market include Zendesk, Hubspot, LiveAgent, and Hootsuite.

4. Virtual Reality and Augmented Reality

While it may not be as popular as some of the other technologies listed in this article, don’t underestimate the rise of augmented reality (AR) and virtual reality (VR). We live in a virtual world where more and more purchases are made remotely. These are the leading brands that are always looking for ways to increase customer engagement and improve the shopping experience. AR and VR are two game-changers in this regard.

And Amazon, which is always on the bleeding edge when it comes to the up-to-date customer experience — is a great example. the new Show Technology allows shoppers to view items in their homes before making a purchase.

Amazon technology allows potential customers to view products in their own homes Before They are making a purchase. They can make their own purchases based on the product’s appearance, suitability for current settings, color scheme, etc. They no longer need to move furniture once something arrives only to discover that it doesn’t really work as well as they thought. Instead, they use a smartphone to boost confidence before buying.

Aside from being interesting and unique, this “show in your room” technology serves the distinct purpose of reducing the friction that shoppers often experience when they don’t know what the product will look like in their home and/or whether it fits in the space. Customers who use this augmented reality technology are happier with their final purchases and are less likely to return the products they purchase.

Measuring customer experience

If you’re going to be committed to strategically improving customer experience, you’ll want to make sure you measure it. (This is the only way to track progress and see if you’re getting the results you’re looking for.) Again, there are several ways you can do this, including the following.

  • Start by tracking your Customer Satisfaction Score (CSAT). This is basically a measure of how happy your customers are with your products and service.
    • To calculate your CSAT score, you can simply send a one-question survey to customers after purchase or interact support that asks: “How satisfied are you? [company/product]? “
    • Typically, you ask customers to rank their satisfaction on a scale of 1 to 10 (with 10 being the most positive).
    • Over time, you can track your CSAT score and watch it move up or down. This will give you some context for what your customers are feeling.
  • It’s normal to have some ripples. However, keeping track of customer dwindle rates will help you understand when and why customers are leaving.
    • Drilling and data analysis. Identify the causes of the disturbance and any actions you can take to reduce the disturbance in the future.
  • Interact with customers and collect feedback proactively. If possible, meet clients face to face or have extended open discussions by phone or video conference.
    • This allows you to measure both the experience and the feelings. (You can tell a lot by tone of voice, inflection, word choice, etc.)

adding everything

Customer experience is more than a buzzword. It is a tangible measure of the way customers feel about your brand and its products.

By prioritizing recent customer experience with the right high-tech investments, you can improve your results and experience success.

Featured Image: CottonBro; Pexels.com. Thank you!

Diana Ritchie

Diana Ritchie

Manage the editor in ReadWrite

Diana is the Editorial Director of ReadWrite. Previously she worked as the Editor-in-Chief of Startup Grind and has more than 20 years of experience in content management and content development.



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