Customer Engagement Management and Technology
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Enhancing Customer Experience in the Digital Age
The importance of customer service in business barely needs restating. In the present-age consumer market, buyers have several alternatives. Hence customer retention has become a major focus for all businesses. Leveraging the advantages of technological advancements, a business can easily satisfy and retain its customer base and, at the same time, improve the efficiency of their business.
In the journey toward enhancing customer’s experience, chatbots are the latest innovation in the business landscape. With the help of AI-powered chatbots, businesses are better equipped to handle customer service functions. These virtual assistants fulfil a user’s demand for instant support via voice, mobile app, instant messaging, SMS, or website.
( Professional Viewpoint: Using Mobile to Improve Customer Engagement )
Coupled with that, the maturity of AI-based customer engagement solutions is enhancing the decision-making abilities of retailers through automation. With the help of AI, customer support teams are able to provide proactive responses to customers, thereby improving overall customer experience.
Another major breakthrough in the customer service landscape is the use of virtual reality (VR). VR is designed to provide a complete sensory experience that captures the attention, imagination, and senses of users, unlike any other technology. By offering an immersive experience, VR is helping businesses to engage consumers better and improve their interaction with a product or a brand.
While many businesses have already implemented and benefitted from the use of these technologies, it is only for the time to test how these evolving digital trends will enhance the productivity of SMEs in the coming years.