Imagine visiting Target and having to solve sudoku before checking out. How likely are you to return to that store? Highly unlikely, right? After all, it offers very high effort; unless you love puzzling or solving them. =D.
But how would you detect which activity is a low or high effort for your customers? This is where the Customer Effort Score (CES) metric comes to play. It measures the ease of customer interaction and resolution with your brand.
But it is easier said than done, especially with hindrances like poor content creation, findability, relevancy, inconsistent experiences, etc. that customers have to face time and again.
Fret not; embracing cognitive technology and its pursuits can easily mitigate these obstacles. How?
Keep reading to know!
1. Intelligent Routing for Ticket Triaging
Not having the right information at the right time can increase MTTR, which further leads to frustration and customer churn. However, all of this can be avoided with intelligent routing. It ensures that the case is routed to the best agent with befitting experience and expertise to avoid unnecessary escalations and improve CES in the process.
2. Deploying AI Chatbots for 24/7 Support Availability
Ensuring 24×7 support availability indicates that you are customer-driven and super receptive to their needs. Thanks to AI-powered chatbots, it isn’t an uphill battle anymore.
Powered by the unified cognitive platform, they facilitate seamless live communication, round-the-clock responses, quicker case resolution, and much more. This reduces the caseload, thus empowering your support team to focus on other critical aspects of customer experience. Isn’t it a win-win situation?
3. AI-Powered Search Results to Procure Cutting-Edge Information on the Go
It is time to upscale your search results with a proactive cognitive search engine that not only capitalizes on users’ sentiments and intent but also provides souped-up information on the go. This aids support professionals in fetching relevant knowledge pieces and reducing their caseload with personalized responses.
4. Real-time Insights for 360-degree View
Another way to bring in more loyal customers is by deploying real-time insights that help present a 360-degree view of their journey with the brand.It analyzes the search data, which allows the agents to tailor interactions and steer away from the solutions customers have already tried their hands on.
5. AI-Powered Discovery & Insights to Build a Progressive Self-Service Community
Approximately 81% of customers prefer to self-serve rather than reach out to a service representative – HBR, 2017.
This is why cognitive enterprise solutions should be embraced. They help support organizations, prioritize gruesome issues, deflect cases, and curtail costs to a large extent. Also, leveraging these solutions can help analyze multiple support metrics, thus personalizing customer interactions and improving CX.
Do you have more input and ideas on CES? Drop them in the comments below.
Till then, happy Search-Unifying! :)
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