In today's world, customers have more choices than ever before. They can easily switch to a competitor if they're not happy with the service they receive – they are no longer intrinsically loyal. That's why it's more important than ever for businesses to provide excellent customer service.
One of the most important aspects of customer service is empathy. When customers feel like they're being heard and understood, they're more likely to be satisfied with the service they receive. But empathy can be difficult to convey through traditional customer service channels like phone calls and emails when large organisations may have millions of customers, many of whom are using other, digital channels. But modern Predictive Behavioural Analytics, combined with messaging technologies can help businesses deliver empathy at scale without increasing demands on employees.
Here are a few ways that businesses can use modern technologies to deliver empathy:
- Use Predictive Behavioural Analytics to identify what customer care about.?By analysing customer data, businesses can identify common problems that customers are facing, which of them the really care about and why. This information can then be used to develop solutions that address these points. For example, if a business notices that a lot of customers are calling in with questions about a particular product and are feeling unhappy about the stock responses, it can create a FAQ page or video tutorial to address these questions in an empathetic way.
- Use messaging platforms to create personalised experiences.?Messaging platforms like WhatsApp and Facebook Messenger allow businesses to communicate with customers in a more personal way. Businesses can use these platforms to send out targeted messages, offer support, and resolve issues. For example, a business could use WhatsApp to send a message to customers who have recently purchased a product to remind them of the warranty.
- Use chatbots to provide 24/7 support.?Chatbots can be used to answer customer questions and resolve issues 24/7. This can free up human customer service representatives to focus on more complex or unique issues. For example, a business could use a chatbot to answer questions about shipping times and returns but involve a human if the call needs escalating.
By using modern technologies, businesses can deliver empathy at scale without overloading employees. This can help them improve customer satisfaction and loyalty, which can lead to increased sales and revenue.
In addition to the benefits mentioned above, using modern technologies to deliver empathy can also help businesses:
- Reduce costs.?By automating tasks and providing self-service options, businesses can reduce the need for human customer service representatives. This can lead to significant cost savings.
- Improve efficiency.?Modern technologies can help businesses process customer requests more quickly and efficiently. This can lead to shorter wait times and improved customer satisfaction.
- Gain insights into customer behaviour.?By analysing customer data, businesses can gain insights into customer behaviour and the causes behind the actions they take. This information can be used to improve products and services, develop targeted marketing campaigns, and identify new opportunities.
- The new golden rule – at the end of the day, delivering empathy at scale can enable organisations to treat customers in the way that they want to be treated – as human beings, and not as a case number.
Overall, using modern technologies to deliver empathy can be a win-win for businesses and customers. Businesses can improve customer satisfaction and loyalty, while customers can receive the support they need in a more efficient and personalised way.
