The technology industry is fiercely competitive. Technology executives understand that to differentiate their brand, they must not only offer a groundbreaking product, but also a great customer experience. Winning over customers with a great experience is crucial, and technology leaders need to understand how to continually improve their CX to ensure their brand stays in the minds of their customers.
Competition for product value in the technology industry is fierce. The pressure is mounting as devices become commoditized, software moves to a SaaS model, and new products are launched at a breakneck pace. Yet while technology companies are focused on bringing innovative products to market quickly, they often fail to update their CX with the same zeal.
So, in this whirlwind of innovation, remember: customers determine true value, especially when fast service and great customer experience are top priorities. In fact, the stakes are high, as 78% of consumers worldwide will stop doing business with a brand after one bad experience. How well a product, service or brand is valued is directly proportional to the customer experience. With only 4% of consumers feeling their experience has improved over the past year, and a staggering 57% feeling it has worsened, the message is clear: good CX is non-negotiable.
With that being said, now is the time to align the pace of your product releases with CX improvements. Trust us, your customers will thank you. So where do you start?
Three ways technology brands can improve their customer experience
As a brand’s CX leader, here are three key takeaways to improve contact center workflows and operations and innovate CX at the speed of technology.
1. Establish a true omnichannel approach
As digital service channels and options expand, providing consistent support across all customer touchpoints becomes increasingly complex. The growing number of interactions and the shift in interaction type from voice and digital to self-service and agent-assisted support pose significant challenges for management teams. Customers often experience long wait times, have the same questions answered repeatedly, or have difficulty reaching a live agent. All of this points to the need for a holistic view of the customer experience.
Today’s CX consists of a network of channels: voice, chat, SMS, social media, chatbots, email, self-service, and more. Whatever the combination, customers expect a seamless experience. Because people generally don’t like repeating themselves and expect agents to be knowledgeable and friendly, creating a unified customer journey across all channels and touchpoints is key.
2. Embrace GenAI
The latest wonder of AI, generative AI, is transforming CX by personalizing interactions and providing a consistent experience regardless of channel. The impact is profound. Yes, it helps answer customer questions, but it does more than that. It’s about understanding context, anticipating needs, and providing solutions before customers even ask.
Generative AI is definitely ushering in a new era of CX. This cutting-edge technology is proactively working to predict customer needs and personalize their experiences. Here are some of the ways it is impacting CX in the tech industry:
- Predictive Personalization: By analyzing past interactions, GenAI predicts customer needs and delivers customized experiences that make customers feel understood and valued.
- Context Awareness: Understanding the context of customer inquiries allows for more nuanced and effective solutions, improving overall satisfaction.
- Unmatched Consistency: GenAI ensures consistency in the quality of customer interactions across channels and provides a seamless experience through chatbots and digital assistants.
- Reduce your customer support burden: Generative AI can take the strain off human agents by handling more complex queries, allowing them to focus on issues that need more attention and a human touch.
3. Support Agents
Arm your agents with the tools and knowledge to be friendly and knowledgeable, and positively impact your brand, with these three tips in mind:
- Maintain a continuing education program for your team. We support a strong learning ecosystem that incorporates the latest learning management technologies and development strategies to keep groups and leaders at the forefront.
- Have the right technical support SMEs in place. Build a strong backbone of technical experts to help with operations, speed resolution, and build trust in your products, support, and brand.
- Double down on soft skills training to build empathy and leadership. Enhance your technical expertise with the soft skills you need to humanize technology, enhance conversations, and deepen customer relationships.
Remember: while it’s important to roll out cutting-edge tech products and stay on trend, the true value of a tech company lies in the quality of its CX. Don’t just take our word for it: 80% of customers value experiences over products or services. So, differentiating your tech brand with a groundbreaking product and consistently winning CX support will earn you customer loyalty. To learn more about CX in the tech industry, read our best practices guide: How CX is Humanizing the Tech Industry.
