Tech

5 Technologies That Will Enrich Your Customer Experience

Manisha Mishra
4th Feb 2019
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Today, technology has become one of the key driving forces for any significant change. Unknowingly, yet profoundly these changes have led to a shift which has made technology a necessity from a value add-on. For enterprises, most of these changes have resulted in ground-breaking business solutions. While on the other hand, for the customer, these technological changes have helped them to avail some high-quality services which were never thought of. 


Many enterprises are yet to step in this technological shift. The remaining who were smart enough to adopt this change at the right time are always in a quest to stay updated of any new emerging technology in the market. However, if you lie in any of the above categories, then “which technology to adapt and which to leave” confusion would have already crept your mind.

But, before coming on to a decision, you need to shortlist a few key technologies which let you stay competitive in the market and assures fast yet long-lasting results. Below are five of the essential technologies which can holistically help you by covering different touch points of your business.


customer service

Image Credits: iStock


 

Social Media


Social media has become an intrinsic part of everyone’s life, and thus the stake it holds is enormously high for any business. Providing a platform to connect with your potential customers in real-time, it helps you establish a connection between your company and customers. With social media messaging, company pages, and promotional advertisements, you ensure to promote your business most credibly.


Moreover, due to the time limitations and tight schedules, customers today prefer to communicate with the companies over social media instead of call centres. Getting their complaints heard by posting a comment, posts or tweets has now become far easy for the customers in comparison to any other medium. Thus, with this spreading influence of social media among people, it has become vital for a company to protect its brand reputation over these channels. Hence, among other trending technologies, the importance of adopting social media in your business routine becomes significant than ever before.


In fact, according to a recent survey by Harvard Business Review Analytic Services found that companies who integrate social media and customer experience offer vastly superior customer experiences than its competitors, which eventually translates into speedy growth and dominant positions in the market.



Customer Relationship Management (CRM)


Customer representatives interact with tons of customers daily, and it is practically impossible for them to remember details of every communication or customer. Here, CRM proves to be of great benefit.


It primarily acts as a database to store the details of a customer conversation along with additional information. This collection of data is further used as a reference in the forthcoming interactions, which helps the customer representatives to become more efficient in handling customers.


Many CRM systems gather information from different media channels such as online chat, social media, and other platforms. This accumulation of data into one place gives you a deep insight of customer’s need and expectations which further help you to create more customer-friendly strategies. You can choose from a list of popular CRM software such as Salesforce, HubSpot, Zoho and many others.


Cloud Contact Centres


Customers today are buying and selling everything on the digital platform and thus, the chances to have an interaction with your customers have reduced. Therefore, it is necessary to provide them with a platform which makes the customer-company interaction possible.


Cloud contact centres is a platform which handles all kinds of communication with the customer. It integrates multiple communication channels such as phone call, email or instant messaging into a single system. With auto receptionist feature of IVR, you also ensure to attend and welcome every incoming call without any human assistance. Many add-on tool integrations for contact centres are also available in the market which can accelerate your customer experience and provide an integrated communication solution for your business.


Chatbots


Be it phones, social media or live chats, promptly responding to every enquiry is essential for your customer experience. But delivering such a prompt customer experience has been a constant struggle for companies. 

Automating your day-to-day interactions with chatbots can straighten up many hurdles in your customer experience. Using chatbot, you can computerise everyday interactions seamlessly. Moreover, its 24*7 availability and automatic response to customer queries work as a boon for every business. Plus, with the help of intelligent algorithms, you can train your bots easily and customise your response according to different customer enquiries.


The most relaxing part about using chatbot other than its intelligence is easy deployment across various platforms as chatbots can be quickly and easily deployed on website or Facebook without much hassle.


Predictive Analysis


Floods of data get generated by the businesses every day. Companies with a foresighted approach have started realising the power of data for business. Predictive analysis is one such method of harnessing the power of data.

Predictive analytics is an advanced tool for analytics which forecasts possible future trends by diving into the current and past data of customers. During this analysis, historical data is examined to understand ongoing trends, customer buying behaviour and challenges. This type of analysis further help businesses to identify opportunities, risks and challenges which lay ahead in future. 


Data mining, machine learning, artificial intelligence, and many other advanced tools and technologies are used in the analysis of the collected data. Now, more and more businesses have started adopting predictive analytics as a regular part of their business which is also evident from the below stats,


Global Predictive Analytics market is expected to grow from $3.89 billion in 2016 to reach $14.95 billion by 2023 with a CAGR of 21.2%.
- Stratistics MRC


Conclusion

Today it is not enough to run your business solely on profits, the importance of giving your customer quality in your products and services have raised significantly. And to achieve this quality, no one solution or tool can do wonders for you. You must pick different tools to cater different areas of your business to  enjoy best of all the worlds.


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Authors
Manisha Mishra
She is currently working at Servetel, a leading cloud telephony service provider, her focused area of work lies in exploring game-changing aspects of cloud communication and customer service industry. Reading books, networking, and exploring new things keeps her going in the leisure time.

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