In 2024, technology has made so much progress.
Consumer behavior seems to change parallel with technology. Today’s consumers are thrown with lots of choices when it comes to goods and services. What effect does it have?
Everything boils down to how they interact with your brands.What they experience while interacting with your brand.
This blog will explore what customer experience automation is, how it is different from customer service, what benefits it gives to the brands, and how it is reshaping the world of marketing.
Welcome to the World of Customer Experience Automation!
Customer Experience (or CX) is defined as every interaction of the users with brands throughout the customer journey from awareness to advocacy.
Interactions range from , watching the brand ads or complaint redressal by brands or after purchase behaviour of brands, and because customers can judge you anytime throughout the process it becomes important for a brand to not consider it a one department job to serve the customer.
Instead every team should put equal efforts and dedication to attain the customer experience.
Customer Experience, can never say that’s not my job. Each level of service, from 0 to 1, should make the customer feel like a “KING.”
But is it enough? Can we leave other tasks to serve the customers. No! Instead we use tools to make it more easier and effective, we use Customer Experience Automation.
What is Customer Experience Automation?
What customer experience is right for your brand is decided by the customer itself, not the brand, and the tough part about it is, it changes “ALL THE TIME”.
So, in order to keep up with customers and meet their expectations, automation has been brought into the customer experience.
Customer Experience (or CX) Automation is the process of combining tools like CRM and technologies like AI, machine learning and chatbot to maximise the customer experience across touchpoints.
Customer Experience Automation will help you automate the routine task and personalise the communication to customers, enabling business to meet the customer expectation effectively.
Customer experience automation is –
“All Things ” , To “All people” , “All the time”
Customer Experience is different from Customer Service
Customer service can refer to providing support to the customer before, during or after a purchase. It is restricted to a single event of customer journey. Customer Service is a reactive approach that involves doing things after customers face something and approach the brand and brand reacts to that. For instance – Service / Complaint call
On the other hand, customer Experience is serving the customer throughout the entire customer journey that the customer takes with brands starting from awareness through purchase and beyond. Customer Experience is a proactive approach, which involves doing things for customers even before the customer thinks they need it.
Benefits of Customer Experience Automation
1. Streamline communication:
When customers connect with you they expect to have a smooth transition from one phase to the next, without too much hassle. Automating repetitive tasks and providing seamless communication ensure that resources of the company are utilised efficiently and customer services are met effectively.
2. 24*7 Availability
As a human it is not possible to be available for your customer. They might connect with you at any odd time. So there are some AI tools which will help brands communicate with their customers who need services or guidance even at the odd times.
3. Lower Manpower cost
AI might cost you a pretty penny but it is definitely a long term investment for the company. In the long run it will definitely save you the manpower cost, by reducing the requirement of agents and utilising those resources for some other important task. It also reduces the operational costs of the company.
4- High Customer Satisfaction
When brands are focused on providing timely solutions and optimum resolution to customers and it will ease the customer experience, customers in return will experience satisfaction and the brand can maintain a positive brand image.
5- Personalised communication
Think of the situation where you are already aware of the next step the customer is going to take and before having the customer reach out to you, in return you interact with help of personalisation according to their preference and behaviour. This provides high chances of better customer satisfaction and chances of high conversion for brands.
6- Improved Analysis
Customer Experience Automation tools collect lots of data of your customers and in return provide valuable insights into the behavior of customers and their preferences. Brands can use this data to drive trends and patterns and use it to stay ahead of their competitors.
Different ways to automate the Customer Experience
1- Chatbot: Chatbot is one of the most commonly used tools in customer support. It is used to answer customer queries instantly without wasting too much time to wait for a customer service agent. Chatbot use AI and machine learning to provide instant reply to customer and speed up the response game of brands.
2- Email Automation: Imagine if the person receiving an instant email when they sign-up to your newsletter or website, or the user receiving the reminder mail of the product they have left in the cart. This will surely increase the conversion and engagement. Email Automation impacts the way users are interacting with your brand, and it will definitely help maintain a long–term relation with the brand.
3- Feedback and Support: In order to know your mistakes or improve your product or services businesses must collect the feedback of customers. Automating surveys and feedback helps you collect the important data and gives you insights and parameters to measure the satisfaction of the customer and improve customer experience.
4- Proactive Engagement: With new technologies like predictive analytics, brands are able to anticipate the needs and wants of customers. For instance: a frequent buyer of a particular product can be notified with the restock message or complementary products. This will definitely help brands increase the sales and customer experience.
5- Automated Voice call: Customers want to report block the debit card or want to receive an confirmation of appointment booking , it can be automated. Human interaction minimises or can be possibly removed completely.
Customer Experience Automation is what your brand needs, so you can deliver what your customers want.
“Whatever they want to do it“
“However they want to do it “
“Whoever they are”
“Wherever they are”
“ Hours that suit”
They make a decision. You Need to deliver.
The Future of Customer Experience Automation
Customer Experience Automation has shown an immense amount of growth till 2024, but this is not the end, this is just the beginning. Predictive Analytics, advanced AI, and machine learning to name a few, will change the way brands interact with their customers.
The faster the marketer adapts these technologies, the better the results will be. Marketers who embrace this technology will stay ahead of the time and their competitors will produce exceptional outcomes.
Conclusion
To conclude, the CXA has revolutionised the interaction with the customer, but this is not the end, the future of customer experience automation looks promising.
Customer Experience Automation is not just a marketing book concept, but it is a strategy which helps brands have a competitive edge over their competitors.
Automation brings a holistic approach to customer experience with the aim of delivering superior customer satisfaction. As a brand, you can derive long-term success by implementing these strategies for your business,
Ready to revolutionize your customer experience with automation?
Contact Us Today!
Also Read- Know All About Marketing Funnels and its Importance
Alisha Limichana is a seasoned growth marketer and part of the MCG team at EnR Cloud, specializing in driving business growth through innovative strategies. She has a proven track record of delivering impactful marketing campaigns. Outside of work, Alisha enjoys exploring the mountains, travelling, and staying active and fit.
