It is often the little things that make all the difference for a customer – whether it is a tailored offer or a more personalized message. This especially rings true as your customer makes his or her way through their journey to purchase. Imagine the impact of offering upgrades or add-on packages that make sense to his or her specific situation, or being able to offer around the clock support, should a question arise during or post purchase. I am sure you can already envision the difference these simple suggestions would make to a sale or to a long-term customer relationship.
Creating a personalized experience starts with being able to not only collect, but analyze and act on customer data in real-time, and that is where AI comes into play. Many companies are already collecting the data, but it is often either not being used or the analysis takes too long to be helpful. But, by capitalizing on the right programs and processes, your customers can have a better experience.
And while the above sounds good in theory, a conventional use of this technology is always helpful to drive the point home. Enter chatbots. This once, semi-annoying technology which used to be glitchy and obviously a machine has now become so advanced, it is hard to tell the difference between the bot and the human. More advanced chatbots use natural language processing, creating human dialogue-like interaction.
If you have ever thought about, but turned down chatbots in the past, it may be time to give them a second look. Also, keep in mind this does not mean you should be replacing all humans with machines. Your customers are humans after all, so there is an element of human interaction required, it just may not be as intense as it was say 10 or 15 years ago.
As AI and automation becomes more mainstream, the “wait and see” approach is no longer valid. Take the opportunity now to review your budget, your current processes, your customer’s needs and wants, and begin implementing the tools that will help you build your company for the future.