Modern technological advances, advanced AI capabilities, instant messaging and the fast pace of life have a significant impact on consumer behavior and the level of customer experience they expect. One of the most affected aspects is the way brands interact with customers. Consumers do not want a one-sided passive approach to communication from companies, their expectations are at a completely new level. Therefore, marketing agencies such as multiplayer are developing new interactive solutions to establish better communication with customers. What customers expect is a fast, efficient and personalized way to interact with a brand, especially when it comes to solving their problems.
Traditional communication methods such as email ticketing and phone calls do not provide users with the desired level of customer support, especially when they need an urgent response and/or help. This is where AI can show its full power in the form of AI-powered Chatbots that prove to be revolutionary and offer endless benefits to companies.
The main feature of AI Chatbots is that they use natural language processing and machine learning to provide features such as 24/24 and 7/7 availability, instant responses, personalized interactions and self-service options. From improving product recommendations in e-commerce to optimizing account management in the banking sector, AI chatbots bring significant improvements in terms of customer satisfaction, operational efficiency and cost savings. In the future, advances in AI technology promise even more sophisticated chatbots with a superior understanding of natural language and problem-solving abilities.
Customer service in the age of AI: redefining expectations and changing the approach
Customer service is changing rapidly, mainly because today’s consumers demand a level of service that exceeds the limits of traditional methods. Customers expect instant, personalized and effective interactions on all channels. And the key factors of this Transformation are the following:
The rise of the digital customer
Everyone has already seen the significant changes in customer behavior and the way we interact with companies. In recent years, a new medium between companies and customers has been playing an important role. This medium is Technology. Customers are becoming more and more tech savvy: they know how to research online, they compare products and services before making a decision and make purchases with a click of a button. And since brands provide customers with easily accessible shopping opportunities, customers expect no less quality and accessibility from customer support in return. This digital mastery has turned into higher expectations for customer service channels and the overall online experience.
The power of social media
Social media platforms have become a powerful tool for both positive and negative customer feedback. A single bad review on social media can quickly go viral and damage a brand’s reputation for a very long time. Customers expect professional and accurate answers that allow them to solve problems immediately. Therefore, Real-time interaction is an essential aspect of modern customer service.
The On-demand Economy
The rise of services like Uber, Netflix and DoorDash, where customers get what they need immediately, has led customers to expect quick and easy service from companies. As for customer service, they want to have information, answers and solutions at their fingertips 24/24 and 7/7. Therefore, traditional customer support models that rely on fixed hours of availability or limited agent availability simply do not provide customers with the service standards they need.
The importance of experience
Customer experience (CX) has become a key element for the company that distinguishes it from the competition. Studies show that companies that excel in the customer experience outperform their competitors by up to 80%. Therefore, companies that do not pay much attention to the quality and functionality of customer service risk getting caught.
