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How Chatbots Improve Omni-Channel Customer Engagement

Omni-Channel Customer Engagement Article

How Chatbots Improve Omni-Channel Customer Engagement

December 12, 2016

  By Susan J. Campbell, TMCnet Contributing Editor

In the world of marketing, it’s always interesting to talk to companies to better understand the mindset when trying to drive leads and business development. In some cases, the company truly understands what consumers want as they have invested in capturing and listening to the voice of the customer. In other situations, the company or individual is to stuck on their own credentials, and they don’t pay attention to the customer experience. In a market where the omni-channel customer engagement experience is expected, this isn’t good enough.

In fact, according to the Aspect (News - Alert) Consumer Experience Index survey, half of the consumers in the U.S. stopped doing business with a company this year due to poor customer service. As highlighted in a recent Aspect blog, one of the reasons driving this churn is that customers feel underappreciated by the companies with which they do business, an increase of almost 20 percent from the prior year.

For the holiday season, things aren’t looking much more promising. According to the omni-channel customer engagement solutions provider, 54 percent of consumers reported that a bad customer service experience has added frustration to their holidays. We’re not even all the way through the season yet and this percentage is notably higher than the 2015 survey. While many do curb their desire for the ultimate experience in the quest for the best deals around Black Friday (News - Alert) and Cyber Monday, that doesn’t mean companies should get lax in the way they treat their customers.

Consumers have come to accept that companies are harder to reach this time of year, and that agents are going to be grumpy. But that doesn’t mean they will call anyway and go along with the frustration. It means they will simply ignore the opportunity to work with that company again and move on to the next one. Fortunately, companies don’t have to accept this as the status quo and can put solutions in place to stand apart.

For instance, one of the best things a company can do to boost its omni-channel customer engagement opportunities is to put the chatbot in place. With the right technology in a robust solution, the chatbot can offer consumers fast and friendly service that doesn’t rely on the human agent to be light and lively at all times. It also doesn’t rely on the availability of the agent to provide customers with what they need.

If this level of technology could help stop the churn in your omni-channel customer engagement environment, it may be time to give Aspect a call.

Edited by Maurice Nagle
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