Did you know that 86% of consumers would be willing to pay more for a better Customer Experience ( CX )? One of the most effective and efficient ways to improve customer experience is to adopt automated procedures . To implement a Customer Experience Automation system , you do not necessarily need expensive and complicated implementations. Through mobile-centric automation solutions, you can intelligently bulk email marketing services create automation processes that can exponentially increase customer satisfaction . Esendex is able to provide customized solutions based on the specific needs of each individual organization, such as SMS automations , WhatsApp and mobile journeys .
High-level Customer Service is the foundation of an excellent CX
According to our recent global survey of 5,000 consumers, the top factors people associate with excellent CX are:
- Speed of response – It is annoying when customer service representatives take too long to respond
- Willingness to help – customers appreciate helpfulness and positivity
- Convenience – channels to contact customer support is a very welcome factor
- Quick solutions – in addition to a timely response, customers look for efficiency
- Anytime Support – Companies with the best customer service and customer experience are able to provide support even outside of business hours.
Can your company tools that offer keyword research provide this level of customer service , even during peak seasons? Rather than expanding your customer service team, the answer lies in automation.
Customer Experience Automation: Some Examples
- Chatbot
- Customer notifications – for example “back to stock” alerts (a certain product is back in stock)
- Product recommendations based data on on individual customer data – for example: “customers similar to you also purchased…” or “the product in your order may be paired with…”
- Offers based on individual customer data – for example a birthday discount code
- System Integration – If your CRM and SMS messaging platform are integrated, data can flow easily
- Ticketing system – Automated workflows can determine the priority level of tickets raised by customers and assign them to the appropriate agent
How Automation Helps Improve Customer Experience
Faster case resolution
Automation is perfect for tackling repetitive and more routine tasks. For example, your customers might ask the same type of questions over and over again. Or, there might be a particular problem that customers often encounter that they can solve on their own, but don’t know how.
In cases like this, a chatbot could help point customers in the right direction. Chatbots can handle 80% of routine tasks and customer questions . Chatbots can be available 24/7 and respond quickly, which consumers consider important when it comes to great CX.
Better allocation of resources
When automation can handle large volumes of repetitive tasks, human agents have more time to focus on more complex problems and higher-value projects. For example, personalized offers can be automatically sent to customers based on specific factors (such as if it’s their birthday or anniversary, if it’s time to restock an item, etc.). This frees up customer service agents to focus on analyzing data, learning about individual customers, and building relationships.
Omnichannel experience
It’s one thing to give customers multiple channels to reach you. It’s another thing to bring those channels together to create a seamless, integrated brand experience. For example, a customer might start their journey by messaging you on social media, then switch to WhatsApp when they see you’re available on WhatsApp Business . Whichever channel they migrate to, their experience needs to be consistent, and customer service agents need to recognize that it’s the same customer. Customers find it annoying to have to repeat themselves to different people.
Integrating solutions and setting up workflows to automatically pass data into a centralized database is critical. Your team needs to be able to easily find the information they need to provide excellent service and experience.