Till a few year ago, improving customer experience was all about optimising and mobilising websites and e-commerce platforms. But, COVID changed everything. Today businesses are emphasising on providing a holistic, customer-centric digital journey. To do so, businesses and entrepreneurs have started focusing on personalising, streamlining, and boosting the performance of every customer touchpoint and interaction.
In a world where everything is ‘digital’, the need to cater to each and every customer, both existing and potential, is a task in itself. The other persistent questions are – how do we address customer experience and COVID-19? How do we deliver what our customers need when those needs are continually changing? In this article, we will discuss 5 technologies to improve customer experience.
Artificial intelligence has indeed taken the business landscape by storm, owing to the enormous potential benefits it presents for business growth. With the implementation of AI-powered tools, businesses gain the ability to pump up the process automation and strike up conversations that are appropriateto individual customers. Brands such as Amazon & Netflix employ commanding recommendation engines that swiftly analyse customer search and purchase history, and then use the derived data to make recommendations the user will value the most.
AI has not only helped empower customer support conversations but also has significantly improved decision-making abilities within organisations through automation. AI helps businesses to provide proactive and actionable responses to customers quickly, thus improving customer satisfaction in the long run.
Internet of Things
With everything digital and connected to the Internet, the expanding network gives businesses the ability to collect unique data, which further can beused to deliver personalized experiences and services to customers. As IoT solutions enable a business to deploy effective promotional campaigns across different platform to attract consumers towards a business service or product. IoT solutions help businesses lower operational costs, and increase productivity and expansion, businesses are actively adopting such solutions to engage customers with delightful experiences.
One of the great examples showcasing the success of IoT for a business enterprise is the adoption of FitBit in common lives. FitBit, a fitness-monitoring device, perfectly depicts how real-world hardware promises valuable social capital for a user.
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Location based Service
As location service technology has now become a standard functionality on smartphones, most of us are moving around with location-service enabled devices in our pockets. This presents businesses a great opportunity to offer more personalized services to customers to enhance customer experience.
Businesses have already started using Location-based services to reach out to customers at the targetted geo-location with personalized offers based on the location. For example, restaurants and cafes can target consumers in the vicinity and provide them with information regarding Happy Hours, discounts, and more.
Augmented Reality & Virtual Reality
Slowly but stedaily, Augmented Reality is changing the shape of businesses. Offering a myriad of experiences, AR efficiently negates the gaps caused by distance and lack of access. Virtual Reality is also being recognised as one of the best technologies to improve customer experience owing to its potential of completely altering the customer experience.
Virtual Reality offers immersive experience, and provides a great platform to businesses for engaging consumers in a better way. It provides a complete sensory experience that captures the attention, imagination, and senses unlike any other technology present in modern times.It also assists in motivating consumers to interact in a better way with a product/brand, thus ensuring a happy customer experience at the end of the day.
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Chatbots deploy artificial intelligence-powered technology intended to start conversation with human users over the internet. They have quickly taken over customer service functions for a growing number of businesses as they are able to respond to customer queries and fulfill the consumer demand for instant support.
Chatbots are easy to install and can provide instant support via mobile app, instant messaging, SMS, voice, or website. They can improve self-service for customers, and at the same time, help in curbing the expenses for vendors, by providing a new, repeatable, and inexpensive method of communication. Since the bots promise quick response times, customer queries are handled efficiently, improving customer satisfaction and experience.
The aforementioned technologies are helping businesses transform their outlook towards customers and has already started showing a significant impact on customer experience for business. There are several businesses who have implemented one or more of these technologies, and have noticed improved efficiency, productivity, and growth prospects.