Technology’s Impact on Customer Experience

Predictions around customer experience (“CX”) technology spending are soaring. In fact, International Data Corporation has already said it expects spending in this space to reach $641 billion this year. So, why the push from the s0-called CX movement? Because statistics show that more than 75% of customers expect companies to understand their needs. And as one customer experience expert and Forbes contributor once wrote, “Companies don’t throw money at things that don’t work.”

For many businesses, the path to get the most out of customer experience is through the use of technology. Looking for some ideas on how tech tools can improve your customer experience efforts? Read on as we detail a few of our favorites.

Enable a multichannel environment

It’s not uncommon for today’s consumers to utilize multiple screens. We often skim through social media or send text messages to friends and family while simultaneously watching television. In the same vein, we expect the brands we engage with to be active on multiple channels as well.

For companies, enabling a multichannel environment is equivalent to meeting the customer where they already are. That means creating a mobile website with the same functionality found on desktop versions and being active on social media.

Related: Active Listening for Easier Customer Service

Lean into automation and artificial intelligence

For those not familiar with the nuts and bolts of automation or artificial intelligence, the idea can seem downright scary. Placing the fate of your business in the (virtual) hands of a computer program might seem risky. But, it’s actually a smart move. One of the most popular — and easiest to implement — forms of automation and artificial intelligence is the chatbot. Chatbots are always on to serve as the first line of defense for common questions that have quick resolutions.

Related: A Great Customer Experience is the New Standard of Service

For example, a customer looking for a location’s address or hours can easily get that information from a chatbot without having to scour the website or call the business directly. Not only does a chatbot save your customers time and improve their experiences, but it frees up your employees’ time to focus on more complicated questions that need a personal touch.

Collect all the data and use it properly

One of the most critical parts of customer experience is learning more about your customers’ experiences at every step of each interaction. To do that, you’ll need to collect data via tools like proactive surveying and social listening. Surveys in particular provide the business with a unique opportunity to dig deep into specific areas of interest.

But collecting data is meaningless unless you use it for the right reasons — like improving customer experience. Data received through these efforts should inform future decisions since it’s coming directly from the customer. After all, who better to dictate how to improve the customer experience?

Related: Top 5 Tips for Maximizing Customer Service Software

Deploy the right software solutions

In many cases, software is the first thing that comes to mind when someone thinks about using technology to improve or enhance an aspect of the business. Many utilities have turned to field service software to find new efficiencies and ways to better serve their customers. These robust solutions are typically based in the cloud, which gives technicians access to a treasure trove of information while on the job site via mobile device.

Related: Differences Between Customer Satisfaction and Customer

In addition to gaining access to details like past issues the customer has experienced, employees also receive route guidance from field service software, ensuring that drivers have the most efficient directions to a customer. Embedded modules like work order management, asset and inventory management, and scheduling and dispatch have been shown to improve first-time fix rates and customer satisfaction.

After more than two decades of partnering with utilities and energy cooperatives, we have a good sense of what today’s utility customer is looking for—and we have smart, reliable solutions to help you meet those needs. Interested in learning more about what we can do for you? Contact us today.