The internet is growing and evolving quickly - and so are customer expectations. Today, over 40% of the world’s population is online, and these users are spending over $2.2 trillion dollars in the online retail space. On top of that, with new technologies and capabilities popping up every day, these customers have come to expect flawless online experiences where they can find the answers, products, or services that they are looking for quickly, efficiently and independently.
Once upon a time, interpersonal interaction was the key to many successful business strategies. But today, things have changed. People’s first demand isn’t interpersonal interaction—it’s convenience.
Bill Colleran, AnswerDash CEO interviews Bart Mroz, Head of Brand Experience at SUMO Heavy Industries, a digital ecommence consulting firm.
I recently connected with Bart Mroz, Head of Brand Experience at SUMO Heavy Industries to hear his insights and learn what trends he predicts for chatbots. Check out the interview to see what you can apply to your business!
Customer support is rapidly changing. What is next in the world of customer support? In a word – Chatbots. Messaging platforms are already wildly popular for peer-to-peer interaction on mobile. Between Facebook Messenger and WhatsApp (both owned by Facebook), there are over 2 billion users on both platforms. Facebook is now developing Messenger as a B2C support channel and already thousands of brands have launched chatbots on Messenger channels.
Studies show 60% of customers hate waiting longer than a minute for support. We have heard the statistics that live chat increases both conversion and customer satisfaction. Now with the rise of self service technology web self-service use has increased to 76% in 2014, up 9% from 2012, Forrester research data shows. You may be wondering if self-service or live chat is more beneficial to your customers, to that, we say why not both?
Self-service is starting to gain further predominance in the service industry. From fast food chains implementing kiosks that allow customers to put in their orders, to stores making apps that allow customers to make quick purchases from the comfort of their homes, companies are starting to shift their business approach from the old assisted service model to the new self-service model.
The age of personalization is here and you are either matching demands of consumers or encouraging them to do business elsewhere. According to a new study from Accenture Interactive more than 9 in 10 companies are struggling to deliver digital customer experiences that exceed their customer expectations. Further, only 7% say their companies actually do accomplish that goal. So where is the disconnect between what brands are doing (or not doing) and what customers expect?
McDonald’s recently introduced a new type of ordering system – the ‘Create Your Taste’ kiosk, that allows customers to order via a touchscreen. After placing an order, all customers have to do is sit down and wait for their meal. This kiosk isn’t the first of its kind, however. In Japan, most ramen restaurants have customers order and pay for their meal via a vending machine, again, with the ease of just waiting for their food afterwards.
Maintaining that bond between customer and company is critical to a successful business, and as the way customers interact with you changes, so should the way you interact with them. The desire for self service is a growing trend among online customers, particularly with the millennial age group. When 73 percent of consumers say that they should have the ability to solve most product and service issues on their own, you can’t continue to serve them the same-old, same-old.6 You need to bring the customer support to the customer, you need to abandon the help island and bring it ashore for the customer to directly access whenever and wherever they please.