How to Improve Customer Service Experience
Improving the customer service experience requires investing in technology that can improve personalization, response times, and CSAT. Generative AI Chatbots like Gleen AI can help a lot.
Customer experience in 2024 promises both radical change and incredible opportunity.
From advancements in AI and tech as a whole to shifts in consumer behavior, CX teams have the chance to show massive strides if they make the right moves.
According to a report by Emplifi, 61% of consumers will pay 5% more if they know they’ll be receiving a high-quality customer experience.
The issue is keeping up with those rapid tech-related changes as well as staying closely in tune with what your customers want and need.
According to a 2022 report by Forrester, CX performance fell by roughly 19% throughout the year, the largest rate in a whopping 17 years.
Finding out how to keep up with these changes is critical to success in 2024 and beyond.
Let’s dive into the intersection between CS and CX and find out how to improve the customer service experience.
How to Improve Your Customer Service Experience
Improving your customer service experience starts with understanding your CX as a whole.
Here are tips for getting a holistic view of your CX and how to improve customer experience in customer service:
1. Utilize tech that levels up your customer experience
More than at any time in the 20th Century, new tech is being continuously unveiled that can transform CX experiences.
New tech is being released at a faster pace than ever before, many with the potential to completely transform CX experiences forever.
Machine learning and AI are making new levels of personalization possible. The latest in AI chatbots, such as Gleen AI, allow you to be there for your customers 24/7 while providing far more contextually relevant responses than were ever possible with older chatbots.
In addition to this, generative AI chatbots can assist your agents with both live chat and email responses, creating faster responses and a better user experience.
Take time to explore the latest developments in AI and machine learning to get a better understanding of how current tech can level up your CX.
Then, encourage your team to keep up with future developments to make the most of new tech developments that could improve your CX even further.
Schedule a demo of Gleen AI or create a free, generative AI chatbot now.
2. Personalization wins every time
Personalization is the standard to which modern consumers hold your brand. Consumers crave personalization, even if they don’t quite know it.
A report by McKinsey & Company found that 71% of consumers expect brands to deliver personalized interactions, with 61% becoming frustrated when that doesn’t happen.
Even if you feel that you’ve done a decent job in this area, entirely new levels of personalization are now possible as well.
A few examples include:
- More sophisticated product recommendation systems
- Bots that remember previous conversations and adapt and learn over time to become more effective during each subsequent interaction
- And more integrated systems for tracking the customer journey across multiple platforms
Run a complete audit on your customer journey and see if there are any ways you can improve the level of personalization from beginning to end.
New tech makes this easier than ever, so there may be ways you can increase personalization without requiring additional time or effort.
3. Experience your CX yourself
Have you ever sent an employee through your entire customer experience?
If you’ve never experienced what your customer experience is like, chances are there are improvements you could make that you weren’t even aware of.
Whether it’s you or a team member, it can be incredibly valuable to have someone from your team go through your entire customer experience with fresh eyes to get an idea of what you’re doing well and where you could improve.
You can’t entirely depend on customer feedback, as some issues your customers won’t articulate or even think of when giving feedback.
So, having this kind of first-hand account can be a great way of uncovering new insights into how to improve your CX as a whole.
4. Think omnichannel (and see it as part of your entire experience)
Most consumers now use their mobile phone more than their desktop or laptop computer, if they even have a computer.
In addition to the medium by which they experience your brand, consumers are using more social platforms than ever before to get their information.
According to data by GWI, users actively use an average of 6.7 different social platforms each month:
If your strategy doesn’t take into account the new “multi-channel” norm, you’ll quickly fall behind brands that do.
Consider these points to begin improving your omnichannel experience:
- How does your desktop experience differ from your mobile experience?
- What platforms do your customers most commonly use? What channels do your customers typically use for support? Email? Live chat on your website, SMS or text support on their mobile device, Slack support, Discord support.
- Why do they use those platforms for (information, work, entertainment, keeping up with their social circle)
- What do they expect from you when it comes to interactions on each of those platforms?
- And how can you create a more seamless experience across multiple channels?
5. Maintain dynamic customer avatars
It’s commonplace for startups to create personas for their target customer once and never update them. Maybe you’ve done the same.
The problem with this is your customer’s preferences are changing over time. If your customer is changing over time, shouldn’t the idea of what your ideal customer is change and adapt with them?
If not, you could argue that you don’t truly know your target customer.
Instead of creating static personas that you leave to collect dust, create and maintain dynamic ones that you update over time.
Revisit your customer personas annually to consider– using all your available data– how they’ve changed and then update them accordingly.
6. Give your employees the tools they need to succeed
While it may seem counterintuitive at first, the reality is that giving your employees the tools they need to succeed is paramount to a good customer experience.
What does this look like?
Here’s an example: when a customer has an issue, how easy have you made it for agents to find an answer to that issue (assuming someone has had it before for you to document it)?
If you don’t have documentation in place an an easy-to-use support knowledge base, you’re not equipping them to properly serve your customers.
The locating part is the sticking point for many organizations, who over time develop a massive amount of documentation to the point where finding what the agent really needs becomes a hassle.
A generative AI chatbot like Gleen AI solves this issue, by becoming an agent assist platform. Gleen AI can quickly locate the most relevant knowledge for every situation and craft a highly relevant and accurate response to customer inquiries.
7. Have team members at every organizational level speak with customers
There’s no alternative to speaking directly to your customers and hearing from the source how they feel about your brand and service.
Building direct connections, whether via social media, in-person events, or something like Discord, is incredibly important if you want to understand how your customers' sentiment toward your brand is changing over time.
This can also allow you to obtain more direct and honest feedback than you otherwise would be able to receive from anonymous surveys and questionnaires.
Level Up Your Customer Experience with Gleen AI
There are countless ways to improve your customer experience, but few offer the potential return of generative AI.
According to a recent report by Gartner, 74% of CX leaders surveyed cited that improving their content and knowledge delivery to customers and employees was key.
There are a lot of ways that a generative AI chatbot like Gleen AI can help, but one of most useful is in transforming how you deliver knowledge to both your employees and customers.
If you’re looking to improve your customer experience, Gleen AI can:
- Deliver the most relevant and up-to-date knowledge content to your customers
- Not hallucinate
- Help source the most relevant articles for your team in real time while they’re conversing with customers
- And do it all 24/7/365 whenever any time your team or your customers need it (while giving you full control over everything that shows up)