Leverage CX with digital tools
To really understand the power of digital in engaging with customers, it’s important to look at how customer experience (CX) can be heightened through digital tools and features. For instance, chatbots provide an additional way to answer customer queries, making it easier to reach resolutions while also reducing the workload of your human support team.
Designed to deal with out-of-hours queries or simple queries, bots can alleviate issues and make customers feel valued in their buying journey. There’s also research to suggest that a large number of customers prefer interacting with automated systems over human advisors, showing the importance of embracing convenience measures for those who are time-poor, on the move or just in a rush.
Of course, there’s a time and place for bots and automation. Having a human contact centre is still as important, and not all queries are suited to chatbots. Customer demographics may play a part in what communication tools/methods people choose to use too – so consider your audience. A study shows that 2 out of 5 millennials think chatbots do a better job than human representatives, while that’s only true for 1 in 5 people from older generations.