4 ways to scale up convenient CX for modern customers

The easier things are for your customers, the better they are for your organization. Meeting customer needs in the most convenient way not only drives great customer experience (CX) but also promotes long-term loyalty and business growth.

However, "convenience" is no longer just about meeting customer expectations; the bar is exceeding them at every turn. This requires enhanced tools, platforms and processes to do the heavy lifting during interactions.

Sitecore found that 66% of customers will abandon a brand after just one bad experience. According to a survey from the National Retail Federation (NRF) , 97% of customers have backed out of a purchase because it was inconvenient for them. That's a lot of missed opportunities.

The modern consumer values not just the quality of the product or service but the overall experience, encompassing everything from personalized interactions to quick resolution. They expect businesses to proactively anticipate their needs and offer convenient solutions when, where and how they want them.?

It's time for your organization to scale up customer convenience initiatives to take CX to the next level, delivering seamless customer journeys across voice and digital channels to obtain longstanding loyalty.

In an insightful conversation, Robin Gareiss , principal analyst and CEO of Metrigy, and Annette Miesbach and Catherine Forino , senior product marketing managers at NICE, discussed how to scale operations to deliver personalized and fast service, elevating your business results and securing customer loyalty. Here are four key takeaways.??

1. The power of proactive: Reach out to reel customers in

Digital transformation has significantly influenced customer preferences. The customer journey moves quickly these days, and the best practice to stay ahead is to act ahead.??

Proactively meet and engage with customers on their channel of choice. Artificial intelligence (AI) can take your proactive approach even further with advanced applications and systems on a unified CX platform.??

AI tools enable your business to:?

• Provide agents with important interaction context?
• Gather feedback from customers?
• Verify customer identities?
• Triage issues and route to the best agent?
• Help customers in self-service channels?

• Complete transactions quickly and efficiently

Customer feedback is a valuable asset, providing insights into preferences, satisfaction and expectations.

2. Create smooth transitions for CX that shines?

As customers navigate various touchpoints, orchestrating smooth transitions between channels is crucial for positive CX outcomes. Prioritizing fluidity between channels is essential, catering to the varied preferences customers have.??

During the webinar , Metrigy reported nearly 70% of customers prefer to transition from channels such as email or chat to a phone call with an agent if the problem isn’t getting resolved.??

But AI is stepping up, powering advanced solutions such as predictive routing, real-time guidance, virtual agents and interaction analytics. Companies pairing agents with agent assist see improved efficiency, agent satisfaction and exceptional CX outcomes.?

Metrigy also found that 38% of companies pair agents with agent assist, with many more planning to do the same this year. When paired with agent assist, live agents are known to handle 7.7% more simultaneous chats. Virtual agents opening and closing chats will reduce workloads and remove onerous, repetitive tasks from an agent’s plate.?

3. Make digital interactions as seamless as possible?

While companies may have various channels available, the lack of integration can disrupt the customer journey flow. According to Zendesk's 2022 Customer Experience Trends Report , 73% of consumers want to move seamlessly between channels.

Improving self-service strategies is crucial for delivering seamless interactions. AI can automatically update knowledge bases, determine if self-service is the right option for customers, and implement predictive routing.??

4. Give customers the convenience they expect and deserve?

The customer convenience revolution is reshaping the landscape of CX, driven by the changing expectations of modern customers. A report compiled by Shep Hyken found that 74% of American consumers are more likely to recommend a brand or company if they provide a convenient customer experience.??

Customer convenience is the gateway to powerful experiences. Read more in the blog .

More CX insights??

Tap into a $350B market with this new BPO report?

Did you know that 40% of BPOs are leveraging CX technology to make customer journeys more seamless? The BPO market is projected to reach over $350 billion globally this year and a major part of that volume is customer experience (CX) opportunities. New research reveals how BPOs are capitalizing on those opportunities. Read the report .??

Ignite the CX conversation??

We want to hear from you:??

How are you using the latest CX AI technology to make self-service easier?

Let us know in the comments.?