My husband and I like to go to a little Japanese restaurant in our small town. They offer a sushi roll special that includes a ginger salad, mushroom soup and two rolls for a surprisingly affordable price. I know what you’re thinking… I was skeptical at first, but I assure you, the rolls are outstanding. I like to change things up, but my husband orders the same two rolls every time we go. What can I say? He likes what he likes. A few weeks ago, my husband was distracted when placing his order and accidentally ordered the wrong roll. The server, who has waited on countless times over the last several years, asked if he was sure and didn’t he want his usual order. My husband appreciated the personalized customer service and rewarded her with a generous tip.
There is no denying that people appreciate personalized service. In fact, a new global Harris Poll survey commissioned by data management company DataStax found that 53 percent of U.S. adults are willing to share personal data with companies that use that data for personalization.
Additionally, the survey found that 69 percent of international adults will spend more money if it means a shorter wait time for services and 56 percent are likely to choose digital resources over their significant other when it comes to product and services recommendations.
Modern customers expect service and experiences that are relevant, always available, responsive and accessible — wherever and however they want it. The Aspect 2017 Customer Experience Index reported contact with customer service via talking to a live agent has declined 10 percent in the past 2 years. Today’s modern customers prefer to use SMS or Twitter customer service over voice.
Organizations can translate the value, convenience and familiarity of their IVR with customer service chatbots providing the digital self-service channels that consumers want to use. The end-result is cost-savings, increased revenue, and loyal consumers who are happier.
Learn more about chatbots and see them in action here https://www.aspect.com/microsites/natural-language-understanding-lab
Latest posts by Maddy Hubbard (see all)
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- When Self-Service Falls Short - January 14, 2019
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