A balance between humanity and the system of automation
Automation is the right way for an organization to reduce customer service expenses while making their services fast and well-fitting for customer requests. But what do buyers think about this?
Good customer experience is essential for digital bot service providers. Statistics show that consumers in 2020 are more reluctant to have faith in chatbots, more than 63 % of customers like the chatbots’ carrier, which is more comfortable and easier for human services. However, customers still prefer using automated services.
Customer hyper-personalized experiences
Chatbots can be helpful for marketing and income-generating. They are built-in applications like Facebook Messenger and Twitter to respond to consumer messages.
Artificial Intelligence (AI) can take care of more extra queries than humans, bringing faster results.
Consumers prefer a personal experience more than ever and also want the company information to make decisions according to history. More than 75% of shoppers buy from a company that already knows its name and has its purchase history.
Customers value transparency
A company’s integrity is crucial in customer services and transparency in advertising, pricing, and business practices. These principles help build and keep confidence between the company and the consumers by maintaining records or data of the customers improves the integrity and openness of the company.
Appreciate proper messaging that coincides with a brand’s values, dishonesty in a digital age may lose the client who had faith that took years to build. Look for digital transparency practices to enhance and go above & past the GDPR to view the customer.
The hype around AI
AI could also be one of the most disruptive technologies that have existed for a long time. Many client experience tendencies are based on AI developments; about 38% of corporations use some AI technology. These result in transforming the digital purchaser trip as we understand it.
At the end of the year 2020, more than 62% of companies could be using AI technology.
Overall, there are masses of exciting new customer journey developments in the digital world. Also, many of these are based chiefly on disruptive new technologies such as AI. It is essential to be up to date on these traits as the trend is continually changing.
Customer data protection
There are many ways of improving information Safety for companies. One example is digital safety attention campaigns and making digital security an obligatory section for online training.
Statistics show that more than 72 % of frauds are prompted using fraudulent business enterprise emails; this can be a positive method.