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Digitizing Customer Experience: Strategies for Modern Businesses

It is estimated that the current Global Population is about 8 billion and counting. Out of that, about 5.35 billion people have access to the internet. When one has access to the internet, they will come across various E-commerce businesses providing various services that they can utilize for their purposes. This means that businesses need to cater for several customers accessing the site at the same time.

Consequently, this means that businesses working online need to build a robust system capable of not only satisfying customers but also working on making it 100% online or digital.

To learn more, continue reading after going through a summary on Digitizing Customer Experience and what you’ll get from this.

Key Takeaways

  • What is digitizing customer experience?
  • What are the benefits of digitizing customer experience?
  • What are the Challenges of Digitizing Customer Experience?
  • Where to Use Digitizing Customer Experience across Your Business?
  • What are the best practices for Digitizing Customer Experience?
  • How can Worknet help you in delivering the best Digitizing Customer Experience?

What is Digitizing Customer Experience?

When a customer contacts the business, they are assigned tickets based on the requests that they have made. To ensure that the right employee can address this request, the ticket generation is automated.

There might be many questions arising from digitizing customer experiences. One of the many questions asked is “Are there any benefits from Digitizing Customer Experience?”

What are the Benefits of Digitizing Customer Experience

As we know, many benefits come through when the experience of the customer is digitized. Here are some of the notable benefits of the Digitization of customer experience.

1.Reduction in Operational Costs

Only the overhead cost of an AI Ticketing system needs to be borne by the company. After that, the monthly subscription to the AI costs significantly less than hiring personnel to deal with customers.

2.Production Boost

When AI is involved, it is very difficult to overload it. The AI doesn’t need off-duty time and can function 24/7 with little to no problems.

3.Scalable

When a business grows, so does the number of employees. Compared to scaling the human resources, it is much easier to scale the AI’s capabilities to put up with the spike in customer requests once the application is scaled.

4.Quality Assurance

Despite the professional environment or the ethics, there may be a dip in quality with the human employees due to various reasons, be it personal or professional. Bypass these problems using AI which automates assigning tickets based on various requests.

Not all technology is as easy as walking in a park. All of them have some caveats which will be discussed further.

What are the Challenges of Digitizing Customer Experience?

As they say, “All roses have thorns” so does Digitizing Customer Experience. There are quite a few roadblocks which you, as a business owner will encounter. These roadblocks are explained in detail.

1.Classification Difficulties

As straightforward as it sounds to leave the Customer Experience in the hands of AI. The process gets more complex if the request isn’t clearly defined or has multiple features from different tickets.

2.Lack of Data

When you start training the AI to assign tickets, for a highly accurate prediction, there needs to be a huge volume of data ranging in the Terabytes range to create a strong model. When E-commerce businesses are just starting, they need that kind of data.

3.Privacy Issues

When data is fed to an AI, be it as a knowledge base, or assign tickets based on the user’s data, the user’s PII (Personally Identifiable Information) will remain in the system. This makes the user/customer’s data vulnerable to malicious attacks targeting the AI.

Embrace the Future of CX: Explore Worknet's AI-Powered Solutions for Personalized Engagement. Book a demo

Let’s say you’ve decided to Digitize Customer Experience in your business. You are well aware of the pros and cons. What’s next? Where do you digitize the customers’ experience? Learn more by reading more.

Where to Use Digitizing Customer Experience across Your Business?

There are many avenues in which you could Digitize Customer Experience in your E-commerce business. Here are a few of them explained in detail.

1.Data-Driven Insights

With the advent of technology and Generative AI, you can generate custom visualizations using the data harvested from the customers along with the knowledge base that you’ve used to train the AI.

2.Seamless Omnichannel Experiences

With AI, you can perform various functions, such as being a virtual assistant for customer service employers, summarizing meetings, and sending messages to your coworkers in bulk.

3.Customer Relationship Management (CRM) Systems

With the proper responses, and tickets assigned to the customers, the necessary agents can handle that specific problem from the users. You can ask the AI a query and it will assist as much as it can until an agent can take over.

4.Customer Support and Service

Virtual Assistants are the talk of the town. They send personalized messages to the customer, provide human-like conversations with them, and also send messages reminding them of some offers.

5.Feedback and Reviews

With AI, you can ask the customers to rate the level of service of the business and ask them for any requests or problems to be looked after in the business.

Now we know where customer experiences are digitized. But, now you have your AI partner to help digitize your experience. Where do you start? Read further to know more.

Best Practices for Digitizing Customer Experience

These are the few aspects you need to nail while digitizing your customer experience. These practices will make or break your system.

1.Understanding your customers

The customer’s behaviour can be analyzed by tracking their history on the E-commerce site before, during and after they buy a product/service. The AI can use this as a knowledge base and craft personalized messages for the customer.

2.Mapping the customer journey

Expanding further on the previous point, AI can be made to track the customer’s digital footprint and record everything they do before selecting a product, while they are actively searching for a product and then, what they do after buying the product of their choice.

3.Leveraging data and analytics

With integrations to data visualization software, the customer data/annual budget can be visualized and dashboards created automatically.

4.Implementing omnichannel integration

Messages can be sent across multiple channels to encourage streamlined communication channels between the customers and the employees.

5.Personalization and Customization

With the NLP (Natural Language Processing) capabilities of current AI, you can personalize messages and customize tickets based on the type of problem/request given by the customer.

6.Implementing AI and Automation

Summarizing all the previous points, AI Copilots can be used to integrate messaging apps such as Slack with ChatGPT to create personalized messages, text summarizers and much more.

This AI Copilot of Customer support provides ticket automation 20% faster when compared to customer support teams consisting of only humans. The goal is to create a collaborative environment with both AI and humans, not an overdependence on either of the sides.

7.Seamless CRM Integration

Before going to the AI integration, let us dive into general CRM integration. Customer Relationship Management (CRM) defines the connectivity between the CRM tools and third-party applications.

Zendesk can be synced with Slack to track the status of tickets in a customer experience digitization.

8.Ensuring Security and Trust

With the capabilities and powers of an LLM (Large Language Model), the model can be trained to predict the different types of cyberattacks possible. LLMs can also be made to monitor the workspace to detect any unusual activity.

Now that we are aware of the best practices and almost everything about digitizing the customer experience, what service do you pick and choose for yourself? Join hands with Worknet for the best quality CX imaginable.

How can Worknet help you to deliver the best Digitizing Customer Experience?

Worknet’s Copilot can integrate various apps such as Salesforce, Intercom and Slack with ChatGPT for text summarization, crafting personalized messages, and creating and deleting workflows. This is important for CRM tools in applications such as Slack.

Worknet also provides integrations with data visualization software such as Power BI with Slack to create Slack BI.

Conclusion

With the advent of technology, automation has become an integral part of all business models. With the number of internet users increasing, so does the number of customers using E-commerce websites increase. Hence, digitizing customer experiences is needed more than ever.

Ready to Transform Your Customer Experience with AI Copilot? Get a Free Demo with Worknet Today! Book a demo

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Digitizing Customer Experience: Strategies for Modern Businesses

written by Ami Heitner
May 17, 2024
Digitizing Customer Experience: Strategies for Modern Businesses

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