Customer Experience (CX) Automation: What It Is and Why You Need It

Think back to a time when interacting with a company felt effortless and tailored just for you. Chances are, smart technology was working in the background. This is what we call customer experience (CX) automation.

McKinsey reports that effective CX automation can reduce costs by 40% while improving customer satisfaction.

The days of frustrating automated phone systems and basic chatbots are behind us. Modern customer relationship management employs intelligent systems that predict your needs, resolve issues instantly, and might even inject some humor into the interaction.

But here's the key point: great customer experience automation doesn't replace people. It helps them do their job better. It's like giving your support team extra tools, so they can work on hard problems while AI handles everyday tasks.

CX automation can improve various software categories and enhance the entire customer journey. For example:

1. Email marketing: Customize email content automatically based on individual purchase records.

2. E-commerce and marketing automation: Launch personalized social media advertisements triggered by recent website activity.

3. Customer Relationship Management (CRM): Automatically rank leads using real-time engagement metrics.

4. Account management: Promptly notify account managers of potential customer loss risks based on patterns in support tickets.

Four key elements of customer experience automation

Customer Experience Automation (CXA) uses smart technology to make customer interactions smoother across all touchpoints. Here are the main components:

? Orchestration

This makes your customer's journey seamless. If a customer chats about an order issue, then calls support, orchestration ensures the phone agent can see the chat history. The customer doesn't repeat themselves, and each interaction builds on the last. Companies with good orchestration keep 89% of their customers, compared to 33% for those without. Better workflows help your entire company work as one unit, retaining more customers.

? Segmentation and analysis

This is like organizing a huge library for quick access. By analyzing data from purchases, website clicks, and support interactions, you spot patterns. For instance, you might notice customers who buy running shoes often get socks within a month. This lets you create targeted marketing for specific customer groups.

? Personalization

91% of consumers prefer brands offering relevant recommendations. Personalization is like having a super-attentive sales associate for every customer. If someone always buys XL t-shirts, your website might show XL sizes first. Or if a customer usually calls for tech support late at night, you might offer them 24/7 chat support.

? Automation and AI

These are the brains of your system, using data to make smart decisions. When a customer types a question, AI can understand it, even with slang or typos. It picks the best answer based on past successes. The best part? It improves over time, learning from every conversation.

Combining these elements creates a system that handles many customer interactions while still feeling personal and helpful. This leads to better customer feedback and stronger, long-term relationships.

Why automating your customer experience is no longer optional

PWC reports that 32% of customers would leave a brand they love after just one bad experience. This shows why optimizing every interaction is crucial.

Here's why automating your customer experience is important:

? Resource Efficiency: Small teams can manage a larger number of customer interactions effectively. This means you can do more with less, making your operations more efficient.

? Global Service: Automated systems can handle language differences and cultural nuances. This allows you to serve customers worldwide without needing large international support teams.

? Consistent Quality: Automated responses ensure the same high-quality interaction across all customer touchpoints. This consistency helps build trust and reliability in your brand.

? Always Available: Automated systems provide support 24/7, unlike human teams limited by work hours. This means your customers can get help whenever they need it.

? Easy to Grow: As your business expands, automated systems can easily scale up to handle more customer communications. The best part? This growth doesn't require a proportional increase in costs.

Designing your customer experience automation system with Thinkstack

Thinkstack combines machine learning with human support. Their system uses advanced sentiment analysis to understand customer emotions during interactions, allowing for more appropriate responses. When there is a complex query, the system offers an option to speak with a human agent , ensuring these issues get personal attention.

This high-quality hybrid approach balances efficiency with personal touch. Businesses can handle routine inquiries automatically while providing human interaction for complex situations.

With Thinkstack, you're just four steps away from your own digital helper:

? Upload your data: Give your bot knowledge by uploading files you want it to learn from. Don't worry, Thinkstack keeps everything secure.

? Train your bot: Choose what you want your bot to focus on. It's like creating a quick course for your digital assistant.

? Customize settings: Adjust how your bot behaves. Set how often it checks in and how deeply it analyzes data. Make it work the way you need.

? Launch and go: That's it! Your bot is ready to handle tasks, analyze data, and chat with customers.

And there you have it - your very own chatbot, ready to improve your customer experience.

Ready to give it a try? Get started for free in minutes.