... COMPANIES SHOULD ALSO LEVERAGE EXISTING SELF-SERVICE CHANNELS TO CAPTURE VISUAL INFORMATION .
CUSTOMERS ARE READY ... TO EMBRACE TECHNOLOGY THAT HELPS THEM DIRECTLY MANAGE ANY PROCESSES OR ISSUES ...
DIGITAL TRANSFORMATION
The combined power of Visual Intelligence , alongside text-based tools like ChatGPT , gives organizations a way to provide uniquely personalized and context-aware experiences for customers . This includes responses to customer questions and technical issues at high levels of accuracy .
Customer interactions and service responses can be truly multi-sensory , available as text , synthesized voice , and augmented images or video .
Customers are open to innovation when it enables better service delivery . Survey data from the State of the Service report suggests that customers are open to submitting pictures ( 63 %), using AI ( 73 %), and receiving visually guided instructions ( 65 %) in order to receive faster resolution .
Bottom line : embracing these tools to establish more efficient , automated , and vision led CX should be a top priority .
3 . FOCUS ON SELF-SERVICE AND AUTOMATION .
Customers prefer to resolve any problems autonomously if and when possible .
Having said that , there is huge room for improvement to meet customer service expectations , with our research through the State of the Service report showing that 67 % of U . S . customers are dissatisfied with existing self-service solutions .
Additional data from Gartner suggests that only 9 % of customers report solving their issues completely via self-service . Developing better self-service experiences will help companies improve operational efficiency and reduce unnecessary costs .
What ’ s more , companies should also leverage existing self-service channels , such as automated chat , phone , and messaging , to capture visual information , including video and images .
46 CONTACT CENTER PIPELINE
If an issue then needs to escalate to an agent ( remote or in-person ), they will have all the content needed for a faster resolution .
More advanced companies will go beyond simple visuals and add a layer of AI to their self-service protocols , leveraging computer vision that is able to guide customers to perform activities in real time .
For example , when installing a new device you could use AR through your smartphone to guide you step-by-step through the set-up experience , showing you which plugs need to be connected , or what a flashing light in your router means . This could ultimately eliminate the need for cumbersome manuals or confusing YouTube explainer videos .
BUILD LOYALTY AT EVERY TOUCHPOINT
The north star for CX needs to be building loyalty at every touchpoint . With user journeys becoming increasingly digitized and fragmented , companies will need to make a big effort to create holistic omnichannel experiences . Where every touchpoint is leveraged as an opportunity to please customers .
Today , consumer stickiness is impacted mostly by CX . With 80 % of customers churning due to dissatisfaction with service quality , according to the State of the Service report , this is not something brands can ignore .
... COMPANIES SHOULD ALSO LEVERAGE EXISTING SELF-SERVICE CHANNELS TO CAPTURE VISUAL INFORMATION .
Customer expectations when it comes to customer service are at an all time high . We have experienced a real boom in eCommerce and instant gratification . As customers we have quickly adopted technologies to manage our life from our smartphones : from our bank accounts , to Zoom meetings or Uber rides .
There is an expectation , then , for technology to help us seamlessly and autonomously manage so many aspects of our lives that no longer require a phone call or an in-person visit to the shop , the bank , or even the office .
CUSTOMERS ARE READY ... TO EMBRACE TECHNOLOGY THAT HELPS THEM DIRECTLY MANAGE ANY PROCESSES OR ISSUES ...
Research from the Customer Service Institute , reported in a paper by Hoovers shows that existing customers account for 65 % of a company ’ s business . That ’ s because consumers like staying loyal to brands when they connect with them and build strong relationships . Nurturing loyalty and satisfaction with the right tech will be key to customer retention .
Customers are ready and keen to embrace technology that helps them directly manage any processes or issues when possible .
However , if and when they do need assistance , it must be provided easily by agents equipped with the tools that empower them to handle a situation successfully , quickly , and efficiently .
From virtual visits to AI-powered assistance , there is a plethora of tools available to optimize the performance and cost of any customer interaction . These provide a huge opportunity to differentiate and grow through exceptional CX .
Ari Rosenstein is a tech-savvy marketing and sales leader and served as Consultant to help several start-ups such as AppsFlyer , Similarweb , Adquant , and Kenshoo expand globally before joining TechSee as VP of Marketing . Ari has an MBA from the Interdisciplinary Center and dual majors from the University of Wisconsin - Madison .