Technology to Improve the Customer Experience
Written by Support EXP
A live-time analytics tool that examines customer data and suggests solutions based on future trends. An automated website database that helps visitors troubleshoot problems without calling a representative. Advanced technology that uses machine learning to customize the customer experience. Many of these technologies would have sounded too good to be true ten or fifteen years ago. Now, they are established pieces of technology that help improve the customer experience for businesses across the globe.
What are the details of customer experience-oriented technologies, and how can your company leverage them to become better? This article will address the benefits, potential concerns, and concrete technology strategies to improve customer experience.
Key Takeaways:
- Technology can help you compile, analyze, and act on customer experience data to provide better CX.
- Machine learning can help identify customer needs and manage a curated experience.
- Introduce new technology to customers at a manageable pace for all.
- Tech upgrades will create opportunity, streamline CX, and boost your business’s overall effectiveness.
How Does Technology Enhance the Customer Service Experience?
In days gone by, customer service relied on a friendly help desk and maybe a paper survey with a few questions about satisfaction.
Today, however, technology is increasingly driving the customer service experience.
One meaningful way that technology can improve customer experience is through better process efficiencies. It’s easy for your customer service representatives to get bogged down in busy work—mundane tasks that a machine could quickly do or answers to basic questions that could be solved with a website database or even a basic chatbot on your website.
Technology can also help your business by compiling and analyzing customer experience data, identifying trends and pain points, and directing your employees to focus on the areas customers care about.
Finally, technology can make the entire service experience quicker and better for the customer. Email software can reply to queries more quickly, while other technologies can help your real-life representatives prioritize calls, quickly pull up relevant customer data, and deliver a more efficient, more personalized experience.
Technological solutions can enhance the physical and digital customer experience by taking over busy work to free up your representatives and by effectively analyzing information so your workers know what to focus on and how they should spend their time.
Managing the Customer Experience With Digital Technology
Modern technology goes a long way towards improving the customer experience. Companies are spending large amounts of money on new software and programs to keep up with the latest advancements. According to an International Data Corp. forecast, companies’ digital tech spending was expected to be around $2.1 trillion in 2021.
Companies are using machine learning to quickly identify customer needs to create and manage a curated customer experience in the digital world. They’re establishing “smart” databases so website visitors can troubleshoot common problems themselves, and they’re taking advantage of analytics software to pinpoint customer dissatisfaction areas and create concrete goals.
Not every organization has the funds to invest in all-new technology to improve customer experience. How can you survive as a small business without unlimited funds? While there are options, it’s going to be challenging. To adapt and compete, smaller companies need to lean into the “human connection” aspect of their customer experience while investing strategically in technologies that will do the best for customers.
How Do You Introduce New Technology to Customers?
People, in general, don’t love change. Nowhere is this more true than with technology, where innovations like adding a chatbot or switching to an automated menu for phone calls can be stressful and even off-putting for customers.
The best way to introduce your customers to new technology is through gradual, phased acclimation. The last thing you want to do is scare customers away with a sudden and forced adoption where you transition from a human customer service model to a fully automated system.
Instead, phase in new developments slowly, perhaps even keeping the older option around for a while (if customers calling your number are now directed to an automated menu, for example, give them the opportunity to speak with an actual representative).
However, beware of introducing your changes too slowly—if it takes years to roll out your new dashboard or the latest software, you lose out on valuable opportunities while possibly making your tech advance obsolete before the rollout is complete! While it’s important to proceed cautiously, ensure you follow a realistic schedule.
In conclusion, the technology to improve customer experience is growing and developing rapidly, creating opportunities for businesses to streamline customer service and create a more effective system. To take the most advantage of new technology, it’s essential to understand the latest developments, the best ways to leverage them for your business, and how you can roll out innovations in the most effective way possible.
If you’re looking for technology-based solutions to improve your customer experience, we can help! At Support EXP, we offer a wide range of services, including intelligent analytics, targeted CX research, and data-driven solutions, to help banks and credit unions deliver the best experience possible.