3. Satisfied Customers through CX Technology and Customer Service
In the digital age, companies are forced to change their business model and adapt to new market trends. Who or what is responsible for this change? Are the companies themselves driving this behavior? The answer is no. This change is actually being driven by customers.
We are wading through the era where information is readily available through different sources, whenever you want it, wherever you want it. In this particular situation, customers expect to be provided with relevant content in relation to their wants and needs on the platform and device they prefer.
Mobile is already the primary channel for customer engagement. In a study conducted this year 2021, “Mobile devices drove 61% of visits to U.S. websites in 2020, up from 57% in 2019. Desktops were responsible for 35.7% of all visits in 2020, and tablets drove the remaining 3.3% of visitors.” Globally, 68.1% of all website visits in 2020 came from mobile devices—an increase from 63.3% in 2019. Desktops drove 28.9% of visits, while 3.1% of visitors came from tablets.
Mobile and web applications are continually enhancing the customer experience through self-service features, artificial intelligence, chatbots and easily accessible customer service.
As customers demand for a more personalized experience, in devices they prefer at any time they want, customer service must be able to address customers concerns and queries rapidly and thoroughly with the correct content, at the time they are available, and on platforms they choose. How do you create that perfect scenario with all these to consider?
CXperts, with their extensive knowledge of the industry, are able to strategize and deploy, in coordination with your own team, the correct CX technology that can support in delivering a positive and superior CX. Get in touch with our CXperts to understand CX strategies that are most effective for your organization and may satisfy more customers.