Balancing technology with human interactions can help enhance customer experiences

New Ideas in MarketingEssential news for marketers, summarised by YouGov
March 11, 2020, 12:53 PM UTC

AI-enabled services like self-help portals and virtual personal assistance allow CX agents to focus on more complex issues.

To create a frictionless customer experience, brands should create simple and personalised services with the right balance of technology and human interactions. Options such as call-backs, live chat support and self-service options can help reduce friction and provide a seamless customer experience.

The author recommends empowering CX agents with the right tools and technology can help brands provide accurate and concise support to customers. Companies can further leverage AI to serve their customers after business hours and answer repetitive questions.

Brands should utilise their human agents when dealing with sensitive information or if there are upselling opportunities. Human interactions can help deliver personalised and positive CX, while tech and human collaboration can help companies offer a frictionless experience.

Read the original article

[5 minute read]