Promoting self-service tools can create better consumer experience and empower consumers.
Brands should work towards eliminating obstacles in a customer’s journey to create a seamless experience. Reducing the wait time for the consumers during customer support or during the purchasing period can help brands avoid customer churn.
This article says that empowering customers through self-service tools can help brands provide solutions to their problems quickly while preserving consistency in their CX support. Brands should also provide their employees with data about previous consumer interactions to avoid repetitions.
The author contends that technology should be used to help brands predict problems faced by consumers and proactively provide them with solutions. Taking further input from employees and customers can help brands improve how they handle their customers.
[3 minute read]