The rules of customer engagement have changed. There is greater expectation on timeliness of resolution, personalization of service, convenience of channels, availability and willingness of a brand to engage in a real-time 2-way conversation. Notifications, no-reply email addresses and delayed email support don’t meet customer expectations of a brand’s readiness to help them if they have a question or want more information. Beyond information, many consumers want to be a part of their favorite brands, and feel heard, beyond sharing a comment on social media. In this post we discuss how brands need to automate their customer care solutions in order to keep up with the ever-changing customer expectations.
Due to the flexibility of the customer care automation platform, solutions can be developed to work with existing post-purchase optimization, or can replace them. 25 Other services can be delivered regardless of how post-purchase service is handled. Focus on the most impactful programs and services your brand offers today, and start there. Additional capabilities can be added in future, according to reports on what customers are looking for, and the priorities of the business.
Other services can be delivered regardless of how post-purchase service is handled. Focus on the most impactful programs and services your brand offers today, and start there. Additional capabilities can be added in future, according to reports on what customers are looking for, and the priorities of the business. Deploying a Customer Care Automation solution is a straightforward process. The technology platform removes much of the risk inherent in developing chatbot and voice solutions from components and cloud services, and streamlines the important aspect of data integration. Without the right data and real-time access to that data, any automated solution will struggle to resolve customer inquiries with a high success rate. The process to launch is fast, and does not rely on a heavy IT project or major internal project. The steps to deploying the solution are as follows:
While automation might seem daunting to many brands, many cutting-edge retailers are diving in and seeing higher brand engagement, loyalty and retention. If you still have doubts on whether this is the right business decision, check-out quotes from leading brands for why they felt this was the time to move forward.
Why leading retail executives are choosing customer care automation
You can learn more about automated customer engagement by exploring Linc’s platform and solutions pages. Or take a look at how leading brands like Lamps Plus, JustFab.com and others are using automated customer engagement in their businesses today, in our resources page.