New research found that 73% of customers base their purchasing decisions on the customer experience. While the price may be the main concern in the past, this is no longer the case. Customers expect their demands met swiftly and effectively. Customer service assistants should go above and beyond to achieve this. Here are three ways to become an industry leader.
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Combine AI and Human Customer Chat
Artificial chatbots have come a long way in recent years and are a great way to direct customers towards answers to their questions quickly. Studies suggest that 85% of customer interactions can be dealt with by a bot, cutting the workload of humans significantly. This benefits the customer, who receives 24-hour service, while also cutting operational costs by around one-third.
It’s a win-win, so make sure you invest in AI technology. However, that doesn’t mean neglecting your human staff members. Now that they have so much more time on their hands, they must work on their customer service skills. They can now provide a more compassionate, emotional, and understanding service. Don’t waste this opportunity to improve the outcomes of customer-to-human staff interactions vastly.
Have a Clear Set of Values
As people become better off, they become more demanding, avoiding the cheapest products in favor of more ethical or more closely aligned with their values. That’s why people are willing to pay more for free-range eggs. However, it’s not enough to offer the cheapest or even the best products anymore.
It’s important to be clear about who you are as a business and make this transparent. For example, are you environmentally conscious, community-oriented, or socially aware? If you can make your values clear, you give customers a reason to buy into your brand and mission. Remember: a recent study found that 71% of customers are more likely to buy from a brand with values similar to their own.
Speed Up Your Distribution
Due to companies like Amazon upping the game now want products to arrive as quickly as possible. Whether you’re providing digital or physical goods, make sure you can keep up with the competition. If you can’t, then customers will happily shop elsewhere.
Companies that offer physical goods via an online store use a courier comparison tool to find the best service. Choose a delivery company you can trust to consistently deliver goods on time and to a high standard while also offering affordable rates. If you get this part of the business right, it will increase your chances of success.
The customer has always mattered in business. However, the customer experience has only recently taken center stage as the most important aspect of running a business. First, utilize chatbots and human customer services to their full potential. Then, be clear on your values and offer quick delivery to show your loyalty to the customer as king.
