Customer experience plays an essential role in the growth of the brand. That’s the reason why it is important to not only offer a great experience but also understand if the business truly is able to cater to the customers well. Here you can use artificial intelligence to improve the customer experience measurement. However, to improve the customer experience, you must know where your business stand and what the customer thinks about it. For this, it is significant to do customer experience measurement, which you can do easily with artificial intelligence. Precisely, artificial intelligence plays a key role in automating and accelerating different marketing activities and helps in improving the organizational process as well.
So, let us have a look at different ways in which you can use artificial intelligence for improving your customer experience measurement.
Five Ways to Improve Customer Experience Measurement
Analyzing Customer Feedback: The first and important step for analyzing your business position and customer experience is to collect and analyze the feedback of the customer. It is one of the best modes to understand where you are outrivalling and where you are lagging behind as per the aspects of the customer. Also, you can understand what changes are required to be implemented for improving the experience of the customer. This will help you in boosting your sales of e-commerce, and for this, you need to understand how artificial intelligence can help. Notably, AI will make collecting customer feedback simple. Nevertheless, analyzing the feedback can take a lot of time and effort, particularly if you have got a lot of customers. You have to manually go through individual feedback and then analyze that data. However, AI can expedite the process of measurement and analysis. Furthermore, through text analytics platforms, users can flawlessly analyze large amounts of feedback data from the customers. This speedy analysis will help you develop valuable insights that you can use to improve your customer experience strategy.
Leverage Live Chat and Chatbots: You can also connect, analyze, and improve your customer experience measurements with the help of chatbots and live chats with the customers. Through AI-powered chatbots, you can have a conversation with your customers in real-time. Using the power of machine learning and natural language processing, these chatbots can understand the questions posed by your customers and answer them. Apart from these chatbots, you can also use live chats in which a customer support representative can be hired by you to chat with the customers. Precisely, when your customer chats with your chatbot or customer support representatives, they can ask them to rate the communications. The feedback data collected can be analyzed by artificial intelligence-based tools to help you understand how well you communicated and answered their questions.
Understand Emotions of the Customers: In order to understand the experience of the customer, it is also essential to understand their emotions. You need to find out whether your customers are satisfied with your products and services or not. This process has been made easy with the invention of artificial intelligence, as detecting the customer’s emotions has been simple from multiple channels. Notably, the tools of artificial intelligence can impeccably detect the customer’s emotions based on the messages they have sent or through their conversations with the customer support team.
Speech Analysis: Many call centre records the conversation which is then converted into transcripts for reviewing it later. However, the one thing that transcripts cannot help you identify is the emotions of the customer at different points in the conversation. It is important to record the customer’s call, as it will provide information about the emotions of the customers, whether they are happy, angry, or sad with the products and services. All of these signals would only be available if you have recorded the customer’s call in its audio format. By getting access to such speech, you would be able to understand if your customer experience was positive or negative in a better way. Precisely, artificial intelligence can help in improving the customer experience measurement. Using AI-powered speech analysis tools, companies can understand the tone of each customer and identify the intent of the call, the topic of discussion, and the relevancy of the services.
Gathering Customer Feedbacks across the Expedition: It is difficult to identify the customer experience throughout the sales funnel because the customers go through several stages during the sales cycle, and they may connect with you at various points. As a result, all the customer data would be in different storage devices, and these storages can act as preventions to determining the customer experience as there will be no unified database for each customer. Furthermore, analytics and insights derived from the gathered data might not be accurate all the time. However, customer journey analytics tools based on artificial intelligence can help you provide accurate data. They can merge your customer data from the entire customer journey and analyze it. This customer journey view will help you get a precise measurement of the experience of the customer.
In a nutshell, the customer journey plays an essential role in the success of the company and helps in customer retention. Therefore, it is essential to measure the customer experience and improve it.
Source – Small Biz Trends