Customer experience and support landscape is all set to face a major disruption. The AI first and AR world is opening doors for lot of exciting new formats which will create contextual channels to provide seamless customer experience across devices.
Companies are slowly making progress towards implementing seamless and simpler customer experience by leveraging the latest technology innovations. Let’s go thru the evolution of customer experience journey and potential impact thru technology innovations.
Traditional customer experience delivered thru centralized channels where customers need to call a 1 800 number or go to brand’s website in order to get customer support. Later brands leveraged communities and forums to deliver customer support. Customers have to go thru tedious phone tree to get right help. When it comes to phone call, customers hate to be on hold. Often times customers felt lack of information from Web channels. On the other hand, communities and forums are loaded with information but no personalization.
Extraordinary growth in use of social media such as Facebook and Twitter and smartphone usage made customers to expect brands to deliver customer support across all channels that they use in everyday life. Lot of brands use Facebook and Twitter to run customer support operations and engagement campaigns. Smartphone apps on the other hand disrupted customer support fundamentally by enabling personalized customer support and engagement. Finally, chatbots are the latest trend in delivering customer experience in messengers. The millennials and generation z expect brands to deliver products and services via messenger in an informal manner.
Technology innovations powered by Artificial intelligence (AI), Augmented Reality (AR) and Virtual Reality (VR) are set to provide fundamental shift in customer experience. Amazon’s AI, Google’s Home and Apple’s Pod will enable brands to provide contextual channels which pops up whenever customers needs help and they are controlled by customers. For example, Amazon’s customers can simply chat with Alexa to ask for order status and get knowledge about products.