The ultimate goal of any business has always been creating a long-lasting relationship with their customers and not to lose them for a competitor. But in order to do so, every brand has to analyse and coordinate all the information, about them and from them, that technologies can gather!
Talking to the customer service of a brand should feel like talking to a friend. Too often brands do not feel like human entities capable of building two-way communication. Communicating with them feels like being lectured by someone. Companies are made of people and customers who want to communicate with them in a human way.
Today, customer experience is not just the combination of all the interactions that a customer has with a brand throughout the years, but also a balancing act where their present needs must be satisfied while also anticipating expectations of tomorrow. Each moment is an opportunity to create competitive advantage, contributing to a superior experience throughout the customer journey. it is not always clear where to make the best investments in order to improve, nor is it always clear how to measure the success of a company’s CX work.
Customers today are far more demanding than the past and their expectation towards companies have increased a lot. Proactive digital assistance is a good solution to satisfy these expectation; if it is done in the right manner, it offers to customers the help they need when they need it, or even before!