Digital transformation has become essential due to the COVID pandemic, as companies must focus on providing the best customer service. To do so, they must build a consistent presence across all channels, find out what customers are feeling and why, and implement AI and machine-learning to enhance positive customer experiences.
Businesses should identify the channels their customers use most frequently, such as messaging, social media, and email. They can also track customer sentiment and look for the root cause of emotion. Advanced omnichannel analytics and deep listening software can help.
AI and machine-learning can drive stronger relationships with customers. They should offer customers the option to interact with a human agent if needed, but also provide quick resolution and a chatbot if it can solve their issue quickly. Machine-learning can improve AI routing and responses, as well as help detect trends in customer concerns.
The Three Pillars of Positive Customer Experiences
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