In today's fast-paced world, where customer satisfaction and seamless service are critical, companies need to find innovative ways to interact with their customers. Customers who urgently need help resolving a problem with, for example, their online ordering process, are often frustrated by the long wait times on hold. This is compounded by the sometimes unclear and endless service options offered by customer support, which then leaves many feeling isolated and alone in the digital world.
Conversational Experience opens up a world of simple and natural exchange. A friendly chatbot or a tool with intelligent queries offers instant help, people can easily find their way around and receive accurate and relevant answers immediately. The interaction feels as personal as talking to human support staff. Customers feel not only understood and supported but also valued. About 70% of consumers shop more with companies that offer a seamless conversational experience, and 64% spend more when their problems are solved immediately¹.
Is Conversational Experience the new standard in customer service and do companies that rely on this innovative way of communicating have a decisive competitive advantage?
Let's first clarify the basics. Conversational User Experience (CUX) is an umbrella term for chatbots, messenger bots, voice bots and assistants. The goal of CUX is to make the interaction between humans and computers as similar as possible to a human conversation with the help of speech-based technology. Conversational Experience is therefore the interaction between consumers and businesses where a smooth and natural conversation is enabled. These interactions can take place with both AI-driven bots and human support staff and can take place through various channels such as messaging, phone calls or face-to-face meetings. The goal of Conversational Experience is to provide consumers with an enjoyable and effective way to communicate with businesses, where they are in full control and their needs and concerns are met in a simple and satisfying way. Above all, customers want help that does not interfere with what they are doing. Interactions should be natural, personable and personal. Customers expect that all contacts in the company know the full context, including purchase history and previous interactions.
Customers expect immediate help, regardless of whether an AI-controlled bot or human support staff is on duty. Interactions should be natural, personable and personal to create a positive customer experience.
Customers want interactions to be seamless and for all support staff to know the full context. They should be able to pause a conversation and continue later with other well-informed support staff.
Customers expect the transition from physical to digital experience to be fluid. Companies need to offer their customers a simple solution, whether it is a problem in the online shopping cart or other concerns.
72% of customers want immediate service
71% prefer natural, conversational interaction
70% expect all contacts to know the full context
66% do not want interactions to interrupt what they are doing
62% think that the transition between physical and digital experiences should be fluid.
Also of interest to you: just recently we tackled customer expectations for telcos in a blog post.
Customers complain that their interaction with support interferes with their current tasks and that it is not possible to pause a conversation and continue it later with equally well-informed support staff. Companies that fail to meet these expectations miss important opportunities.
Companies that offer seamless conversational experiences can benefit from stronger customer relationships and increased sales. Customers are more likely to buy from companies that solve their problems immediately and provide a positive customer experience.
Customer satisfaction is one of the most important metrics in companies, but customer service requirements are changing rapidly. Find out more now!
The implementation of Conversational Experience requires adjustments on different levels. Automation plays an important role in increasing efficiency, training is needed to improve the soft skills of support staff, and new metrics are needed to measure service quality. Customer service should be framed as a two-way dialogue that feels less like a transaction. Customer service teams need to adapt the way they work and provide customers with a warm, personal and satisfying experience. To keep up with the important changes and create a better customer experience, companies should consider the following adjustments.
Provide training on new communication techniques and tools to enable an effective Conversational Experience.
Provide training to improve the soft skills of support staff to promote a more personable and personal interaction.
By implementing these measures, you can better support your customers, work more efficiently and improve your customer experience.
So, conversational experience is the new standard in customer service. It is about providing customers with a unique and personalised experience that exceeds their expectations and builds a strong bond. This type of customer service is increasingly becoming the norm as companies realise that Conversational Experience not only increases customer satisfaction but can also foster trust, loyalty and ultimately the success of the company. Thus, companies that harness this insight and meet their customers' expectations will benefit from stronger customer relationships.
Today's customer service still often relies on static instructions, FAQs and manuals that do not pick up customers exactly where they are. Especially when it comes to technical problems, traditional support methods reach their limits, as it is often difficult for customers to describe the problems. Conntac offers an innovative self-service solution with a focus on an intuitive customer journey and experience. The methodology used makes it possible to quickly and automatically analyse and solve problems by combining network measurements and intelligent dialogues. This allows companies to provide their customers with effective support that goes beyond traditional methods and increases customer satisfaction.
