More customers are prioritizing experiences above all else when picking between brands. As a result, closing the customer experience gap – the difference between what customers expect from their experiences, and how well a brand believes they are meeting these expectations – only becomes more critical. After all, studies continually show how delivering top-notch marketing, care, and commerce experiences at all touchpoints, while always putting customers’ needs first, can significantly impact your bottom line.
Artificial intelligence is proving to be most valuable when it is applied to rote, predictable functions. At first blush, this may not sound like an ideal fit for customer relations management (CRM), but keeping customers happy requires a lot of tedious work.
Customers often prefer to find solutions to their problems themselves rather than having to speak with a customer service agent. By providing them with ways to solve their problems, a brand is simplifying the customers’ interactions and reducing the effort they have to make. This article will look at the ways that self-service trends are changing customer service.