Every single day is a revolution with the emergence of AI, with a player like ChatGPT in the market and now its upcoming competitor Bard by Google. The era of Digital Evolution started with the automation of every service from reaching out to customer support to getting their issues resolved sans any manual intervention of customer support staff, resulting in customer delight!
Customer Support is the first and the primary layer of brand identity for any enterprise. I remember a time when I had been to a Store with some issue with my billing or my network SIM. When I approached customer care, I had a harrowing experience with the long waiting queues and eventually, I had no resolution for my problem. When I shared with them that I would not like to continue with them further, I was told that there are many like me, and even if I leave, many more will come! A short sad customer service story of a customer who only wished to seek a resolution for her problem.
This era has ended and today brands cannot take the risk of communicating this to their customers with the intense competition in the market. This would mean losing a thousand more customers because a single negative customer is like a wildfire that could spread havoc in their regular customer base. This is where I am trying to showcase how important a role a customer agent is playing while interacting with your regular, loyal customers or VIP customers, customers who look forward to availing your services!
Many enterprises have set a high bar of experiences for their customers through their exceptional customer service and assistance. What does customer support mean? We need to dig deep and understand the significance of this process and how much of an impact it has directly on how your brand is perceived.
Customer Support today is more than just answering your customer queries, it is about going beyond your comfort zone and helping the customer to create a delightful experience. Customer Support is no more just a problem resolution but the relationship building with your customer to make them your brand advocates. We have technology that can do basic customer service by solving queries for your customers, but what they are looking for is beyond just resolution. Let us have a look at the surprising statistics reported by Pwc about the customer experience.
One bad experience and many customers cannot give their service providers another chance to retain them with the enterprise! I am highlighting this here because many of us do not perceive customer support as it should be. How long will it take for any enterprise to start losing major business opportunities and loyal customers if they paid no heed to these statistics?
A beautiful statistic shared by Forbes India states that a major call centre in the Philippines reported that giving agents AI tools improved their job satisfaction by 69%.
Deploying an automation platform that made it easier for them to interact with more customers each day while spending less time on repetitive tasks, allowing them to close more sales and earn higher bonuses is the key to avoiding burnout for customer communication agents.
Pwc rightly informed us to give customers a great experience, and they’ll buy more, be more loyal and share their experience with friends. That’s what every company strives for. The formula is quite simple! Speed, Convenience, Consistency, Friendliness and Human Touch! This is where I talk about making the foundation for your brand strong. We might have defined our brand’s identity and the aspired positioning for the brand as well. The real implementation lies in taking to the most basic touch point of your customer experience and that is customer service.
Brand building is nothing less than the relationship building that we do in our families. Each of us is a brand and stands for what we believe in and what we want to be known for! Enterprises today are no different. Every step an enterprise takes creates an impression of how its brand is being perceived. To help them achieve their goal, we have ace customer service automation tools that are helping brands create the desired long-lasting customer experiences.
Kapture is a customer experience automation platform known for creating delightful experiences for many well-known brands like Jiomart, Bigbasket, Nykaa, HUL, ExxonMobil and the list goes on! Kapture can help you make this journey of strengthening the base of your brand – customer support by automating the process workflows and creating hyper-personalized experiences for your customers!
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