3 Ways AI is Driving Better Customer Experience
No one should have to struggle to transact online. When customers meet digital friction, the experience is often so frustrating that they abandon the site altogether or move on to a competitor. Prevent this from happening by guiding your customers through their online journey with the support they need to be successful on your site. Help customers help themselves and create a better customer experience—one that benefits both the consumer and the business.
Incorporating advanced AI + Contextual Guidance into your CX strategy can help you accomplish this. Advanced AI goes beyond typical analytics tools and delivers actionable insights by identifying pain points to better understand and anticipate where and when customers struggle on your site. Contextual Guidance provides the critical next step of eliminating that struggle through proactive intervention.
Tara Sporrer, goMoxie’s SVP of Marketing, sat down with CustomerThink to discuss the ways AI + Contextual Guidance can help transform your CX. Here are the insights she shared:
1. Chatbots Aren’t Enough.
When you think of AI in relation to customer service, a chatbot is likely the first thing to come to mind. When used at the right time and place, chatbots can be an effective tool to solve customer issues. However, that isn’t typically the case and data show the overuse of chatbots is actually causing more harm than good. In a recent survey, 60% of respondents said they don’t trust chatbots to communicate their issues effectively. Don’t over rely on a service that leaves customers frustrated.
With an AI + Contextual Guidance solution that works alongside chatbots, you can position your business to use an automation strategy that creates efficiency and satisfaction. AI + Contextual Guidance guides your customers through their experience to a desired outcome. This approach is a highly effective way to create a more successful and satisfying digital journey for your customers and can increase conversion rates by 6 percentage points.
2. Customers still struggle with basic issues.
Common struggle—everything from error messages, login issues, to navigation difficulty—can be easily identified and avoided using advanced AI + Contextual Guidance. This innovative technology allows you to proactively guide your customers through their digital journey, providing them with the necessary information to make the right decisions, therefore improving digital containment, and reducing abandonment along the path to purchase.
So, how can you avoid customer struggle and make it easy for your customers to convert? Use advanced AI to discover previously unidentified struggle points, and then take the critical next step of proactively eliminating struggle with contextual guidance to create seamless online journeys.
3. Time is valuable—don’t waste it.
AI projects can be resource intense, making them hard to get off the ground. Once an AI project is implemented, relying on in-house development for continued updates and configurations can be costly and time consuming.
Instead, look for a solution that doesn’t require help from the IT department and allows nontechnical business users to take the lead on optimizing the digital customer experience. A solution that puts business users in the driver’s seat can save time and dollars.
By implementing advanced AI + Contextual Guidance to resolve basic issues and give your customer the support they need to better self-serve, you’re setting your customers up for success all while saving valuable agent time and cultivating long- lasting customer loyalty. In fact Forrester discovered when companies implemented contextual guidance, efficiency gains due to decreased customer contact volume yielded $647,643 in savings. Add it all up, and the bottom-line impact amounts to $8,144,868 over three years. That’s an ROI of over 700% over three years.