Dalam memenangkan persaingan yang semakin ketat dengan banyaknya kompetitor di bidang contact center, salah satu cara yang dapat dilakukan adalah beradaptasi dengan trend terkini yang dapat berpengaruh terhadap Customer Experience. Anda harus mengetahui beberapa trend ini agar dapat meningkatkan efektivitas aktivitas sales perusahaan dan akan menaikkan revenue perusahaan Anda.
Lima trend Digital Customer Experience di tahun 2023, diantaranya :
- Chatbot Membantu Layanan Pelanggan
Melayani customer secara otomatis yang didukung juga dengan AI, dapat memberikan customer experience yang berkesan untuk efisiensi dalam kegiatan operasional. Karena chatbot dapat memberikan informasi yang cepat dan informatif khususnya berkaitan dengan produk atau layanan perusahaan, dan juga dapat merespon keluhan customer secara cepat dan efektif.
- Meningkatkan kepercayaan customer dengan Data Security
Adanya transparansi serta sistem keamanan yang jelas, dapat memberikan perlindungan terhadap keamanan data pribadi customer bahkan meningkatkan kepercayaan customer. Hasilnya adalah customer experience yang excellent. PT. Intelix Global Crossing (eCentrix) saat ini sudah mempunyai sertifikasi ISO 27001 tentang Data Security yang telah diraih pada tahun 2013.
- Personalized Marketing sebagai faktor utama customer experience
Personalized marketing adalah strategi pemasaran yang dilakukan dengan cara mengirimkan konten individual atau personal kepada customer. Saat customer mendapatkan pengalaman personalisasi yang baik, mereka cenderung akan melakukan tindakan pembelian karena hal itu dapat membangkitkan rasa empati atau rasa penasaran mereka.
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- Komunikasi yang terbuka
Keterbukaan komunikasi yang diberikan terutama bagi perusahaan yang mengutamakan slogan “Service is a Priority” menjadi salah satu nilai plus bagi customer.
- Penggunaan AI untuk predictive analytics
Predictive Analytics adalah studi mengenai data historis dan terkini untuk membuat prediksi masa yang akan datang. Analitik ini menggunakan campuran teknik matematika, statistik, dan machine learning lanjutan untuk menganalisis data guna menentukan dan memperkirakan trend yang akan datang.
Predictive Analytics dengan AI menjadi solusi terkini yang dapat memberikan customer experience kepada customer serta dapat membuat rancangan strategi bisnis yang baik.
Tingkatkan produktivitas perusahaan Anda dengan produk – produk dari eCentrix, untuk info lebih lanjut silahkan hubungi sales@ecentrix.co.id dan klik link ini
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