Improving Customer Satisfaction
Internet of Things (IoT) and artificial intelligence (AI) make a big promise to better engage and satisfy our customers. But our promise still largely depends on our ability to process the data we collect and act in a meaningful and positive way for our customers. Studies show that within a few years, 89% of businesses will compete primarily with customer experience. Fortunately, in the era of digital transformation, today’s new start-ups have a whole new world of tools to help their customers create and maintain the types of relationships they desire so badly. Here are a few tips for combining effective, meaningful IoT and AI with your overall business strategy.
Welcome The Magic of Big Data
Customer satisfaction gives your data a unifying purpose. Moreover, companies no longer have an excuse for their customers’ dissatisfaction. Like putting up a writer, the days of guessing about customer satisfaction are officially over. Big Data is similar to modern-day Darwinism: Companies can often scan ineffective product features, marketing campaigns, instructions and even entire products in real-time. If you chose to embrace or ignore Big Data as part of your Customer Service Strategy, it could mean the difference between your company going to become the next Netflix or the next Bloknotör. Better still, the data gives your employees less energy to hunt for information and more time to brainstorm how to use it. The question is no longer, “Is this working?” Instead of,
Focus on Careful Automation
If the amount of data currently available is overwhelming, you are not alone. But the truth is: Big Data is growing. Therefore automation will and should play a big role in your customer service strategy. Used properly, it helps you to sort, process and understand the large amount of data your customers provide; so you can respond at the same speed on the go. Indeed, in today’s digital world, customers are asking for help and answering right now. And now the only way to be there is by using automation.
Machine learning has reassured you of chatbots and those of you who are not yet up to the idea of artificial intelligence: you can trust the results. Today’s technology works with surprising accuracy and improves every day. Facebook’s DeepFace technology is now 97% accurate. IBM says Watson technology is 2,400% “smarter” than it was six years ago. The emotional intelligence of today’s chatbots and voice responders is an oddball. Serious: It’s time to build a trusting relationship with your boat.
Research shows that in five years, consumers will manage 85% of relationships with a business without interacting with a person. (Do not tell this your customer service team). Ironically, the “customization” that many customers want is made possible by massive automation and Big Data. This is nothing more than customizing your drip campaigns and landing pages. This means proactively delivering the information your customers want before they request it; Do not answer questions before asking them; Knowing they were unhappy before they got into your opponents’ arms and corrected it.
Understanding Great Power Involves Great Responsibility
For IoT and AI efforts to be successful, you need to understand that you are entirely responsible for using the data you find; not your customer. As companies around the world become increasingly responsive and complex, they also meet your customers’ expectations. And your company must be ready to fulfil them. This means that your frontline service employees must be very knowledgeable not only in your industries- various home automation systems software, applications and customer service dashboards, not just your own product but any range of others that your customers use.
Know What This Relationship Is Still 1
While a company’s interaction is limited to outlets (at least in the retail world), the point of sale is just the beginning. This is huge! By incorporating emotional intelligence into chatbots and voice responders, we can help nurture and grow these relationships without compromising the productivity of our production of the human workforce. And these relationships are important. Healthcare giant Humana found customer satisfaction as their emotional connection scores increased. At the end of the day, relationships are still what our customers and buyers starve, and IoT and AI can help us feed them.
Still, our customers aren’t the only ones who will benefit from a strong AI and IoT strategy. Used correctly, the data you collect helps you create a clearer vision for employees. Big Data can help you build an organized, efficient, committed workplace with clear, meaningful goals that can truly inspire your team. Instead, you won’t find any large amounts of data or AI.