Looking to achieve customer happiness in 2023? Read on.
I don’t really believe in trends but I do believe there are some persistent customer needs that are being addressed better now because of new technology. The first 2 ‘trends’ are definitely things we are going to see more of in the near future and the third one is something that I am wishing becomes a ‘trend’
1. AI Based voice conversations?
A lot of companies are working on very human-like bots that can speak with the customer over a call and help them complete all kinds of tasks. The conversational bot can help you reserve a table at a restaurant, it can also help you complete onboarding on a finance app if you are stuck or have dropped off. The best part is that the customer can mix or switch languages while talking (e.g. English and Hindi) and the bot would be able to understand and respond accordingly. I feel like after chatbots, conversational bots are the way forward to help customers instantly without compromising quality.
2. Multilingual Support
As more and more Indians are using apps to complete tasks and more foreigners travel to different countries, the greater the need for the customer experience to be in the language they are most comfortable with. This will help customers feel more comfortable and connected to the product. The real challenge will be to have dynamic on-the-fly translation without much human intervention. Tools that can help companies give this experience should become increasingly popular.
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3. Expertise along with empathy
The importance of empathy in customer experience cannot be overstated. But what I would like to see more of is customer support being empathetic experts to customers. This is especially important in financial products where the systems don’t always work in intuitive ways. For example, the entire process of buying or selling units in a Mutual Fund portfolio may not be apparent to the customer. In these cases, a customer support agent or a product can demonstrate that not only can they empathise with the customer, but they also know how the system works and can explain the same to the customer in an easy way. This really adds to the customer trusting the brand.
Head, Customer Experience @ Niyo Solutions Inc.
Process Analyst - Billing Support OMS Generalist
1 年This is my review towards your Niyo global card, I was planned to travel to Singapore for vacation and one of my friend referred Niyo global card for Forex transaction. But the service Niyo global card provided me is pathetic and very frustrating. International transaction got declined but amount got debuted from my account and I have transferred fund to Niyo global account even this is not reflecting. Your customer care service is horrible, they will take their own time to reply and they are not giving me proper information. I was stuck in Singapore without fund I could rate you 0 for your Niyo global. Transaction issue - ticket number 1561830 Vinay Bagri please look into this Regards, Pratham k 9611233079 [email protected]
Blockchain Research and Data Scientist | Hacker Ethics
1 年What a Joke. Y’all haven’t resolved my query in 72 hrs and keep lying. ?Giving generic Bullshit answers like it’ll be resolved in 24-48 hrs or apologizing for the inconvenience caused is not customer focus. Savitri Bobde?. I asked multiple times to escalate the issue but the answers were it’s the Weekend and leadership is on leave.? Vinay Bagri Virender Bisht