With artificial intelligence (AI) becoming more prevalent than ever in everyday life - for businesses and individuals alike - consumer sentiment towards AI has evolved significantly.
According to research from leading customer experience platform, Zendesk, about 70% of consumers who frequently interact with customer service believe AI will make customer support more personalized and effective.
However, 71% of consumers expect natural, conversational experiences from their brands, which means merging human interaction with the latest technology is key to creating meaningful and memorable customer experiences.
81% of the business leaders surveyed by Zendesk see customer experience and support as top priorities for next year and are already seeing the positive outcomes of a technologically-driven human approach, with 59% of businesses reporting positive return on investment (ROI) from their AI investments.
Better Customer Experiences Lead to Increased Revenue
According to the Future of Commerce, 84% of companies that invest in customer experience improvements see their revenue increase, and Zendesk’s research shows that 70% of consumers spend more with brands that offer engaging customer experiences.
When a customer problem is solved quickly and easily via chat (whether it’s a chatbot or human-operated), the sense of trust and loyalty towards the brand in question increases. This makes the customer more receptive to hearing about other products and services, turning the customer experience into a commercial opportunity.
Technology allows brands to foster meaningful relationships with their customer base. Human experiences enable them to deepen those relationships and spark customers’ interest in new offerings at a point in their journey when they are happy about the service they’ve received and, most importantly, paying attention.
Integrating the digital world and the human experience seamlessly and leveraging customer data to cater to individual customer preferences results in a positive customer experience that is much more likely to convert a support interaction into a sale.
Don’t Forget About Authenticity
Today’s consumers expect AI-powered experiences, but that doesn’t mean they are willing to compromise on having an authentic human-like experience. That’s why combining human-driven tactics with the latest technology is crucial to finding that balance.
For instance, voice interactions, which have become increasingly popular thanks to devices such as Amazon Echo or Google Home, can cater to customers who prefer speaking to writing, while still providing a digital-first experience. Equally, enabling customers to use chat to solve customer queries and make purchases will cater to consumers who prefer the speed and ease of written, predominantly mobile interactions.
Businesses can make their digital experience even more varied and cater to a wider range of customer preferences by also offering customers the option to have a real-time video consultation with a human expert - effectively bridging the gap between the online and the in-store experience.
Ultimately, the best customer experiences blend human interaction with cutting-edge technology to create personalized, authentic, and meaningful interactions. Brands that master this balance will not only meet but exceed customer expectations, building brand loyalty while driving revenue.
Are you ready to implement these technology-driven yet human strategies into your own business? We have several ways to help you increase revenue and customer loyalty from video consultations to AI Chat and much, much more.
Book a demo with one of our virtual commerce experts today.
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