Companies are constantly engaging their customers to keep them satisfied and build loyalty. However, with growing competition for customer attention, which has made modern customers more discerning than ever before, the task of ensuring customer satisfaction is becoming challenging.
Expectations are constantly increasing, so if a company isn’t continually improving its service, it will quickly fall behind. At the same time, the growing trend of customers using mobile devices makes them more comfortable self-managing parts of their daily routine instead of interacting face-to-face with companies. To deal with these changes, service providers must offer omnichannel communications and self-service portals to empower customers with immediate access to information about their products, services, and usage.
By allowing customers to perform basic tasks themselves, companies pave the way towards a better customer experience while also reducing workloads and pressure for customer service teams. These features are vital to stemming the rising expenses of service centers while also saving time for customers and customer care representatives alike.
One of the essential components of customer experience is self-service, which is quickly becoming a “must-have” feature for service providers on their digital transformation journey.
To stay relevant in an increasingly digital and customer-focused world, companies must offer a range of communication and self-service channels while successfully managing to balance the fulfillment of customer expectations with financial success.
For the company, present on a competitive market alongside strong, more mature competitors, a seamless digital experience for its customers became mandatory as a key market differentiator and a comprehensive tool for securing customer loyalty and ensuring recurrent business and new revenue streams.
As digital transformation trends received a strong impetus during the COVID pandemic, the company was determined to take a moment of increased challenges and turn it into an opportunity to set itself and its services apart.
Thus, in partnership with DRUID, we developed Felicia, the first customer support automation service launched, a top extra-salary benefits company in CEE and part of the company. Felicia is available 24/7 on the company’s application and on the website.
It serves users, B2B customers, and partner merchants of the two companies. Felicia instantly answers questions about the company’s products and services and manages routine requests through messaging channels. Thus, Customer Service consultants have more time to solve complex situations and bring additional value to partners and users of the company’s products, such as providing relevant information about digital solutions, online order channels, digital platforms developed for customers and the benefits of using them.
According to a PWC study, a great customer experience comes down to four essential traits: Speed. Convenience. Consistency. Knowledge. In other words, an excellent experience for the customer minimizes friction yet maximizes speed and efficiency.
Most importantly, though, a great customer experience leaves the customer feeling heard, seen, and appreciated. For this reason, more than two-thirds of companies in a Gartner survey consider customer experience to be the next competitive battlefield.
Companies that understand this change in expectations and are among the early adopters in their respective industries stand to gain an excellent positioning to withstand any potential challenges and changes that will continue to shape the economic environment worldwide.