Generative AI has taken the world by storm. Ever since OpenAI introduced companies to the potential benefits of large language modelling and GenAI assistants, demand for these tools has skyrocketed. In fact, more than 40% of respondents in a McKinsey study said their companies are planning on increasing their AI investment purely as a result of generative AI’s potential.

Already, Gen AI tools have proven to be incredibly effective at improving employee productivity, streamlining business processes, enhancing efficiency, and reducing operating costs. They can even empower companies to deliver better customer experiences.

Unfortunately, while 86% of IT leaders expect generative AI to play a prominent role in their organizations, there are still barriers to adoption. Compatibility issues between generative AI apps and existing technology ecosystems, resource limitations, and implementation complexities are preventing companies from unlocking the full value of generative AI.

Fortunately, certain technology innovators, like Bulb Technologies, are exploring new ways to make generative AI adoption, implementation, and utilization easier than ever.

Streamlining Innovation: The Cempresso AI Agent

Bulb Technologies has long utilized artificial intelligence and machine learning technologies within their comprehensive Cempresso suit, to help enhance customer care and improve employee performance. The new Cempresso AI Agent offering represents an innovative step forward in Bulb Technologies’ strategy for empowering modern teams with intelligent solutions.

Designed to make the deployment of generative AI solutions simpler, and more efficient, while ensuring companies can preserve security, privacy and compliance standards, AI Agent revolutionizes the technology market. This highly customizable solution focuses on a flexibility-first approach.

Unlike conventional strategies for generative AI deployment, which involved integrating everyday systems with specific LLM (Large Language Model) systems, Cempresso AI Agent comes pre-integrated with various different leading LLMs. This approach means Bulb Technologies can offer access to a streamlined, uniform AI interface and experience, regardless of your preference for open-source or proprietary language models.

Companies can select the implementation that best fits their requirements with ease, and side-step common problems with compatibility, or training team members on how to use several interfaces at once. The solution can even rapidly adapt to the needs of big companies and tiny startups alike, scaling and evolving according to the needs of your organization.

What’s more, AI Agent doesn’t just make embracing generative AI tech trends simpler, it also ensures companies can take full advantage of the latest technology, with a robust pre-built feature set, and straightforward user interface. Cempresso AI Agent puts business leaders in control of everything from comprehensive resource management to performance optimization and security assurance.

The Incredible Use Cases of Cempresso AI Agent

Already, companies from a range of environments and industries are discovering the multitude of benefits generative AI can offer. The right solutions improve both customer and employee experience, provide access to deeper business insights, and drive innovation.

Cempresso AI Agent, from Bulb Technologies, supports a wide range of generative AI business use cases, accelerating companies towards various crucial goals for growth and profitability. Some of the examples this innovative solution can support:

1.      Unstructured Data Collection

With Cempresso AI Agent, companies can dive deeper into their available data, extracting useful insights from unstructured data such as product descriptions, instructions, customer reviews, email threads, and more. Where leveraging this data in the past would have been a complex process, using Cempresso AI Agent gives businesses an easy way to gather, examine and derive insights.

With AI Agent, organizations can quickly build powerful workflows for data ingestion and analysis, without complex integration efforts. This paves the way for enhanced decision-making, with the ability to draw data from numerous existing processes and supporting systems.

2.      Text Summarization

Speed is essential in today’s fast-paced corporate world. Studies show that generative AI could give us back around 40% of our working hours, simply by automating and streamlining repetitive tasks. Rather than having to read through complex email correspondence, reports, and documentation just to find essential information, companies can use AI to summarize data into crucial action points.

The Cempresso AI Agent solution can condense long articles and other files into succinct summaries, extract action points from chat communication threads and more. Plus, the easy integration capabilities mean it’s simple and quick to fit the solution into your existing systems and processes.

3.      Creative Response Generation

Building strong relationships with customers, partners, and stakeholders requires highly effective and personalized communication. However, when pressed for time, and struggling with limited access to data, agents can struggle to immediately identify the ideal response. Cempresso AI Agent allows companies to rapidly enhance the communication skills of their teams.

Leveraging huge volumes of relevant data, from various sources such as your CRM database, delivery tracking system or product catalog, the system can suggest the ideal response to any question or query in seconds. Additionally, it can leverage sentiment analysis, contextual signals, and historical interaction analysis capabilities, to drive more meaningful and personalized conversations. This not only increases customer satisfaction and engagement, but boosts employee productivity too.

4.      Next-Best-Action Recommendation

Employees in today’s world need to be agile, ready to adapt to a wide range of events and circumstances, so they can deliver excellent experiences, drive sales, and unlock opportunities. However, determining the next best action in a workflow isn’t always simple. Cempresso AI Agent can harness the power of AI Agent to provide both employees and clients with step-by-step guidance.

The solution can help to map the perfect strategy for each situation, allowing for the creation of more personalized, engaging customer experiences, and efforts that boost customer loyalty. Whether clients are asking for advice or technical support, or need help choosing the ideal product, AI Agent can leverage historical data, real-time information, and business insights to pave the way to success.

5.      Quality assurance

In today’s world one of the most difficult tasks is maintaining quality when everything comes in large volumes. The same applies to correspondence with your customers. Sales teams, customer support representatives, and all other teams create large volumes of written communication with customers. Not to use it to maintain or improve quality of communication would be a waste. But on other side, it is difficult to control 100% of the written communication.

Cempresso AI Agent is able to autonomously check the quality of communication based on different parameters like using the right wording, mentioning all the benefits of the offer, language or even how the customer was calmed down. The best cases can be used for the training of other employees, and the worst could be marked for additional training. Nevertheless, you can control the quality of 100% of written communication with your customers.

Unlock the True Power of Generative AI

Demand for generative AI will only continue to grow as companies recognize the benefits this technology can deliver for customer experience, business productivity, and employee engagement. However, organizations need a simple way to ensure they can implement the latest technology into their existing workflows as seamlessly as possible.

With it’s zero-code approach, the Cempresso AI Agent solution represents the perfect catalyst for generative AI innovation and business growth. This simple but effective tool transforms the way organizations operate and interact with data, ensuring everyone can discover the true benefits of generative AI, without the unnecessary complexity.

Ready to revolutionize your business and step into the generative AI era? Learn how Cempresso AI Agent can transform your company’s operations today. Reach out to our team, visit our website, or contact the Bulb Technologies team for a demo.

 

Figuring out how to meet and exceed customer expectations isn’t as easy as it seems.

All companies know that if they want to compete in today’s marketplace, attract new customers, and retain their existing ones, they need to provide excellent service. However, in recent years, customer expectations have changed and evolved.

Currently, 66% of customers say they expect the companies they work with to understand their needs, and 52% expect every interaction to be personalized. In addition, in a world of digital transformation and same-day shipping, consumers expect every service to be available instantly.

This puts a lot of pressure on companies to develop CX strategies that are fast, efficient, and personalized for each customer. Fortunately, while meeting customer expectations isn’t always easy, it can be done. Below are 8 strategies you can use to ensure you’re aligning your service strategy with your customer expectations.

1.    Get to Know Your Customers

The first step to meeting customer expectations is to understand what your customers want from you. In most cases, many customers value the same things as speed, convenience, and personalization. However, you’ll find that some customers value things like empathy and compassion more than others.

By gathering as much information as you can about your target audience, you can develop a customer service strategy that meets their expectations. Don’t just determine basic demographic information like where your customers live or their age. Find out which communication channels they prefer to use, what their main problems are, and what their goals are.

Using a reporting tool integrated with your contact center is a great way to continuously gather more data about your customers so you can map their service history.

2.    Evaluate Your Competitors

88% of customers say they expect companies to constantly innovate and improve their services. If you stand out from other competing brands, you have a good chance of attracting and retaining customers. But you can only do that if you know what your competitors are offering. Conducting a competitor analysis SWOT can help you do this.

Identify the key competitors in your current market and ask yourself how they address your customers’ needs. Do they offer self-service options while you do not? Can they serve their customers through a variety of different channels, from voice to video?

Knowing what your competitors are doing will also give you clues on how to stand out from the crowd. For example, if none of your competitors offer face-to-face interactions with human agents, consider this strategy.

3.    Prioritize Speed

As mentioned earlier, speed is one of the most important things a customer expects when working with a company these days. With this in mind, you should constantly be looking for ways to make your strategy even more streamlined and efficient. Around 90% of customers today say they consider an “immediate” response from customer service to be important.

While you may not be able to set up a support team that’s available 24/7 to handle inquiries, you can implement automated systems to keep your customers in the loop. For example, you can deploy a chatbot that automatically responds to customer inquiries and gathers information about their concerns before forwarding them to an agent.

You can also use smart tools to help your agents handle calls faster. For example, an all-in-one contact center management dashboard that integrates with your CRM gives your agents access to the information they need to instantly personalize the customer experience. Chat assistants and automated bots that can provide customer profile data to agents can also speed up the service process, as agents spend less time searching for information.

4.    Set Metrics for Success

Impressing and delighting your customers is something you need to work on consistently. You can’t just put policies in place and hope for the best. You need to be able to track and monitor the changing customer service landscape and the success of your teams.

Decide which key support metrics you want to focus on to improve your CX strategy. For example, you might focus on things like first resolution rate, average resolution time, and customer satisfaction scores. Once you have an idea of the metrics you want to monitor, be sure to share them with your staff. Having access to dashboards where team members can track their performance in real-time can help increase engagement and productivity.

It’s also worth keeping an eye on which employees aren’t meeting expectations. By monitoring the right metrics, you can identify where you need to provide additional training and support to your team members.

5.    Connect your Teams

Around 76% of customers say they expect consistent interactions with companies across departments. However, more than half also say they feel that marketing, sales, and service teams never share information. Breaking down corporate silos will help you provide a more connected journey for your customers. So make sure your employees can easily collaborate and share information.

Use automated systems to transfer information between teams and improve the customer experience as customers move from one communication channel to the next. It might even be a good idea to implement internal communication tools for your teams to easily collaborate with other professionals on complex issues.

By linking your Unified Communication System and Contact Centre ecosystem, your employees can easily access additional support without having to constantly refer customers to other employees.

6.    Use the Right Technology

Technology is one of the most valuable tools at your disposal when it comes to improving customer service. With the right tools, you empower your agents. More engaged, better-supported agents lead to happier customers. Think about what tools you can use to improve your employees’ workflow.

An all-in-one ecosystem for tracking messages and requests across channels can help your employees deliver a more connected experience without having to jump back and forth between different applications. Automation tools can reduce the number of repetitive tasks your employees have to complete when handling calls and data entry. That means they have more time to focus on customer service.

You could even consider integrating AI bots and virtual assistants into the agent dashboard for your team members. These tools can offer advice and best-practice guidance, or deliver real-time coaching based on customer sentiment and needs.

7.    Empower your Customers

Today’s customers do not just want companies to make sure their employees are able to serve them effectively. They also want the ability to ask questions and solve problems themselves. Self-service solutions such as chatbots, automated assistants, and FAQs are becoming increasingly popular. By using self-service solutions, you can give your customers the freedom to take control of their service experience whenever they want.

Self-service solutions not only lead to higher customer satisfaction but can also save your business time and money. Self-service solutions can help you deflect frequent and repetitive calls that would otherwise take up the attention of your experts.

Remember, the best self-service tools can help businesses not only with simple issues but also with more complex questions and concerns. The smarter your bots and systems are, the easier it will be for them to provide 24/7 support. Use machine learning, natural language processing, and conversational intelligence to create human-like experiences with automated tools.

8.    Listen to Your Customers

Perhaps the most effective way to ensure you’re meeting your customer’s expectations is to listen to their feedback. Use social and digital listening tools to keep your finger on the pulse of the conversations that revolve around your brand. Find out how your customers feel about your business, and ask yourself if you can identify any trends or patterns in their complaints.

Sending out regular customer satisfaction surveys and asking your customers for reviews and testimonials can help you make sure you know what they really want from you. You can even consider offering your customers rewards and discounts in exchange for their reviews to increase your chances of getting more feedback.

Once you’ve gathered as much information as you can from your customers, use it to make decisions about how to evolve and expand your CX strategy.

Live Up to Customer Expectations

Meeting the expectations of today’s customers can be more difficult than it used to be. Today’s customers expect more from businesses than ever before, and many brands are struggling to keep up. However, if you can ensure that you’re delivering experiences that meet your customers’ expectations, you can achieve phenomenal results.

Contact Bulb Tech today to find out how our comprehensive Cempresso platform can provide you with the resources you need to improve employee and customer experiences.

 

Regardless of the industry you’re in, you probably already know that the customer experience is the key to success.

More than any other factor, the convenience, practicality, and speed of service you can provide your customers will determine whether they become loyal advocates or frustrated naysayers. In a world where consumers have more opportunities to share their negative thoughts about a company than ever before, one bad experience can destroy the reputation of your entire business.

Part of delivering a phenomenal customer experience is engaging your audience through the right channels. Unfortunately, there’s a lot of debate about which channels businesses should actually use. Most companies don’t have the budget or time to make sure their employees are accessible everywhere.

So, do you go for the traditional voice calls or do you invest in the new opportunities that chat offers? Let’s find out.

The Benefits of Calling over Chat

Since the 1960s, the telephone has been the primary service channel for most conversations between brands and consumers. However, that is beginning to change rapidly. Today, 75% of Millennials say they’d rather give up the ability to make a phone call than the ability to text.

Phone support has a number of weaknesses. Not only is it far from a preferred option for most consumers to call, but it’s also not particularly cost-effective. In a business environment, phone support staff can only answer one call at a time and support a single customer. That means you need more staff to handle a larger volume of contacts.

Not to mention that even with a reasonable number of employees, you may suffer from long queues and long wait times at peak times. Another problem is that phone calls aren’t always recorded and documented as well as they should be.

So why do companies still use telephones at all? It’s simple: they still have value. 95% of customers say they still want the opportunity to speak with an employee in person, even if they won’t use that option.

Phone calls also enable:

• Personal, human connections: Phone interactions capture the emotions, tone, and inflection of the speaker. This can help build a personal relationship between an agent and a customer. Also, it can pave the way for better relationships in the long run.
• Better management of complex issues: When faced with a complicated problem, most customers would prefer to call and speak directly with an agent.
• Instant responses: Although customers may have to wait on hold for a call to be answered, they can usually resolve their concerns the same day. On the other hand, it might take longer for agents to resolve chat messages completely.
• Data insights: Many phone systems allow companies to collect valuable data about customers, figuring sentiment from the tone of voice, and capturing other important details. It’s also possible to track information about call handling and quality.

The Benefits of Chat over Calling

Although the importance of making phone calls in the contact center hasn’t completely disappeared, phone calls are certainly less popular than they used to be. In fact, some studies show that businesses that use chat services are 2.8 times more likely to convert customers.

Chat comes in several varieties to suit virtually any business need. Businesses can offer asynchronous chat services during the day so employees can handle multiple questions at once, and then switch to chatbots when customers aren’t available. In particular, “asynchronous” chat has some serious advantages for brands.

Is asynchronous chat the hidden gem?

With asynchronous chat, employees don’t have to answer every question immediately. Instead, they can handle one question at a time, depending on its importance. This means that companies can ensure that the most pressing issues are addressed first. Also, with asynchronous chat, customers don’t have to wait at the end of the phone line for a call to be answered.

Customers can send a message to a team and simply get a response as soon as someone is available. This ensures that individuals can continue with other tasks while waiting for a resolution or response. Perhaps most importantly, asynchronous chat gives companies the ability to respond to the belief that businesses today should be available 24/7.

Even if an employee isn’t available to answer a message right now, a customer can still reach out, voice their concern, and put the issue in your hands. This takes some of the stress off your customer. In some cases, chatbots and AI assistants can help customers resolve their issues without waiting for an available agent.

The key benefits of chat in the contact center include:

• 24/7 Service: Companies can combine asynchronous chat with chatbots and virtual assistants to provide customers with constant answers to their questions. Customers can ask their questions immediately and then get on with their lives without having to wait for a response. They also often get answers a lot faster
• Improved employee experience: Great customer experience starts with a good employee experience. If your employees are overwhelmed and stressed by endless calls, they’re more likely to rush service, damaging the customer relationship. Asynchronous chat reduces stress levels and keeps teams happy.
• Better customer experience: With a normal phone call, a customer must wait on hold for their call to be answered, often without the opportunity to do anything else. With a chat system, they can continue their day with relative ease and simply receive a message when a representative is available. This makes life much more convenient for most customers.
• Reduced repetition: Chat is a great way to consistently log conversations between your customers and your employees. When someone picks up the chat, he doesn’t have to start from scratch and ask the customer about his problems. He can review previous messages and CRM data and gather more details before starting the conversation. This leads to faster resolutions and less repetition.
• Improved productivity: Even if a customer decides to start a customer service exchange with a chatbot, it provides useful information that your employees can pick up later. When an employee takes over the conversation, they have all the information they need to provide an appropriate response. Employees can run troubleshooting tests and find information about an issue before answering the question to get almost instant results.
• Fewer transfers: With a chat system, it’s easy to deliver customer questions and queries directly to the agent with the right skills for the task. An agent can work with another agent on the back end of the system to get answers to a question. This way customers don’t have to be passed from one agent to the next. This streamlines conversations and reduces customer frustration.
• Better rapport:  A chat system can easily store information about previous conversations with a customer in a CRM or database. Consequently, it’s easy to gain behind-the-scenes insight into each of your customers. This means that company employees can have a better experience by tailoring the conversation to the needs of the business.

 

Which is Better: Calling or Chat?

Overall, chat offers today’s customers and teams many more benefits than the average phone call system. It’s more streamlined and effective, helping to improve the customer and employee experience simultaneously. Asynchronous chat helps reduce agent frustration, strengthen customer relationships, and improve productivity.

However, that doesn’t mean calls should be ignored entirely. Rather, the best customer service is usually delivered on an omnichannel basis. While many companies start with chat as a core part of their strategy, they’ll likely still include the option of calling in case the conversation needs to be escalated. Fortunately, Cempresso Digital Customer Service makes it easy to create a workflow that works for any customer base.

Reach out to Bulb Technologies and leverage Cempresso. Cempresso makes it quick and easy to set up powerful asynchronous chat workflows, complete with access to data insights, custom integrations, and powerful AI chatbots. You can even include the option to escalate a chat into a call without losing previously collected data about customers.

 

 

The way companies serve their customers has changed drastically in recent years. As consumers become more digitally focused, old-fashioned call centers are quickly being replaced by engaging omnichannel customer experience environments. CCaaS solutions and customer experience suites offer businesses the ability to engage with their customers through virtually any channel.

The emerging digital revolution has also paved the way for high levels of automation. Companies have found new ways to reduce call volume by allowing customers to solve their own problems with FAQs, chatbots, and virtual assistants. In fact, some 68% of customers say they now prefer to use self-service solutions rather than interact with an agent.

Unfortunately, Gartner found that while more and more customers are beginning their journey into the self-service environment, only about 9% expect to be able to solve their problems entirely on their own. There are countless scenarios where a customer needs to move to a different platform and level of service to resolve a transaction or issue.

This means that companies need to focus not only on creating digital experiences but on a digital customer experience strategy that combines both automation and human contact.

Why Does Digital Customer Experience Need a Human Element?

Seamless digital customer experiences are becoming increasingly popular with consumers who want to solve their own problems quickly using smart tools and interact with businesses across multiple channels. But as popular as self-service channels may be in the CX landscape, they’re rarely enough to solve all customer problems on their own.

While incorporating intelligent bots and tools that can understand and process natural language increases your chances of solving more complex customer issues, there will always be a need for a human element in customer service. Research often shows that agent-assisted digital channels are still among the preferred options for customers.

Live agents are essentially safety nets for customers who are willing to deal with issues that may not be resolved through a self-service strategy. They have additional training and knowledge that some self-service tools cannot provide. They’re also a valuable component of an empathetic and engaging customer experience. One study found that 58% of customers who had the opportunity to interact with a human during the purchasing process were more likely to purchase from the company again.

What’s more, even in a world of automation and artificial intelligence, customers still value real, genuine human relationships. One study found that about 82% of U.S. customers say they want more human interactions with companies in the future.

 

How to Embed Human Interaction into Digital Customer Experience

Creating a seamless digital customer experience means that companies must invest not only in new channels and technologies but also in solutions that connect the worlds of self-service and human services. A hybrid approach that allows customers to get the best of both worlds leads to smoother, more satisfying, and more engaging experiences.

So how can you properly combine the human agent with self-service and the digital landscape?

1.    Implement the Right CX Channels

The first step to creating a truly seamless digital customer experience strategy for your customers is to make sure you’re implementing and leveraging all the right customer experience channels. The best way to start is by observing your competitors and your customers. Find out where customers typically interact with brands like yours. For example, maybe they prefer SMS, social messaging, or video.

Once you know what channels your customers use, you can develop a strategy that combines digital self-service solutions with more agent-based options. For example, with an all-in-one CX platform, you can create a platform where customers can engage with your brand via a chatbot, a virtual agent, or a chatbot that connects them directly to a human agent.

The focus here should be to integrate all the channels you use, agent-based or not. It should be easy to track the customer journey from start to finish.

2.    Use the Right Self-Service Solutions

The second step is to make sure you invest in the right self-service solutions for your CX strategy. It’s no longer enough to simply add a simple chatbot to your website. As consumers’ problems become more complex, they’re looking for virtual agents and automated tools with built-in natural language processing and conversation analytics capabilities.

An intelligent chatbot or self-service tool can guide customers through a wider range of problem-solving techniques by responding intuitively to each question. It can also use data to personalize customer interactions more effectively from the beginning of the buyer journey.

A bonus is that these tools also more effectively collect the valuable data agents need to route them as customers move between different levels of service.

3.    Make Transitioning to an Agent Simple

Once you’ve implemented the right self-service tools across all digital channels, make sure your customers always have the option to easily switch to an agent if they need additional help. This could mean adding a button to a chatbot that allows customers to instantly choose whether they want a call or a video chat with an agent.

The technology you choose for your customer experience strategy should be able to seamlessly determine which agent is best suited to handle a call, with AI routing capabilities. It should also be able to pass relevant information from previous interactions with the customer to the agent, so the customer doesn’t have to repeat their problem or know what solutions they’ve already tried.

Using automated workflows and triggers, organizations can facilitate the direct transfer of data to agents so they can pick up where a previous support solution left off. This makes the entire experience easier for the agent and more seamless for the customer.

4.    Use Analytics To Transform Your Strategy

Developing a customer-obsessed experience strategy means taking into account the ever-changing needs and expectations of your target audience. The only way to do this is to set up a way to monitor and analyze every customer interaction. Your CX tool should have built-in analytics capabilities that allow you to collect real-time and historical data.

The more information you collect, the more you’ll learn about the customer journey map and what you can do to improve it. Analytics can also help you develop more effective tools to support your agents throughout the service lifecycle. Virtual assistants powered by machine learning can make suggestions to agents about how to handle an issue based on past interactions. These same tools can monitor customer sentiment in real-time and tell supervisors when a call is going south.

Using real-time and historical data in your customer service strategy makes it easier to target your campaigns to the real needs and intentions of your audience. It can also show you which channels your customers use most often.

5.    Invest in Proactive Outbound Support

Once you’ve embedded analytics into your CX efforts, the next step will be much easier. The data you collect from historical conversations makes it easier to understand where customers’ problems start and what kind of help, they need most. This paves the way for developing a proactive outbound support strategy.

Research shows that 89% of customers find their favorite brand’s proactive customer service a pleasant surprise. If you want to delight your audience, identifying the source of problems and finding ways to proactively resolve them is a great way to do it.

You can even use automation and RPA tools to create automated solutions that let you actively report and fix issues while employees are working on other tasks. This gives you the opportunity to create a true end-to-end customer experience strategy.

Create The Ultimate Digital Experience

A great digital customer experience doesn’t just mean investing in the latest self-service or digital interaction tools. It also means knowing how to align your human talent with your digital strategies. With the tips above, you can ensure your customers get the best balance of straightforward self-service solutions and empathetic human support.

Learn more about how Bulb Tech’s end-to-end technology can help you create the ultimate digital experience strategy today.

 

Use our tips to get a game-changing CX Software

Let’s face it, CX is the most important factor every business should focus on today. If your customer experience isn’t perfect, it doesn’t matter how great your service is or how affordable your products may be – your customers won’t convert. Worse, they’ll choose your competitors.

Today, 73% of customers say CX is the most important criterion when deciding whether to interact with and buy from a brand. What’s more, the majority of customers are even willing to pay more for a good experience.

Fortunately, CX software solutions exist to help companies keep up with the ever-evolving expectations of their target audience. The only problem is that finding the right tool is easier said than done. If you’re planning to upgrade your CX software in 2023, here are some of the features you shouldn’t be without.

 

The 5 Must-Have Features for CX Software

When selecting a CX software platform, each company must consider a number of critical features. Which options are right for you will depend on the nature of your business and your specific goals. For example, some organizations have a higher need for security, privacy, and compliance features than most, while others place more emphasis on tools for hybrid and remote work. These are some of the features that will be critical for any business:

 

1.    Omnichannel Communications

Today’s customer journeys are complex, multi-layered, and span a number of different channels. A customer may want to start an interaction with your company through a self-service bot or app, and then move on to a conversation with an agent on the phone.

You need to make sure your CX solution allows you to communicate with your customers through the channels they use most often. But it’s also important that these channels are connected on the backend so you can track the context and details of a conversation from one environment to the next.

96% of consumers expect companies to make it as easy as possible for them to move between channels. So if you’re giving your customers the option to choose between text, video, and phone, make sure it’s all connected. Speaking of connected solutions: Try to make sure your CX platform makes it easy for your customers to move from a self-service environment to a conversation with an agent. The right tools should automatically pass contextual information to your agents when they pick up the phone or answer a chat message.

2.    Self-Service Solutions

Customers are becoming more and more self-sufficient. Increasingly, they prefer to search for an answer to a problem themselves rather than contacting an agent. In fact, 68% of customers say they prefer to use self-service channels for simple questions.

Finding a CX solution that allows you to support your customers throughout their self-service experience is critical to meeting the needs of today’s digital customers. However, it’s important to think beyond the simple FAQ-style bot. As customers’ problems become more complex, they’re relying on bots to help them address a wider range of issues.

Implementing AI tools with true conversational intelligence, natural language processing, and automated algorithms will help you deliver a next-generation self-service experience and outshine the competition. This can also reduce the volume of calls your agents are struggling with! The smarter your self-services are, the more they take the pressure off your staff. They can also gather important information about customer behavior and trends.

3.    Workflow Automation

Automation is quickly becoming a must-have in the CX landscape, especially as labor shortages and the Great Resignation make it increasingly difficult to find talented professionals for any team. Additionally, automation doesn’t replace your staff, it helps eliminate repetitive tasks that would take up too much of your staff’s time so they can focus on the things that really matter.

A CX solution with built-in workflow automation capabilities allows you to design fantastic workflows for any need, whether you’re submitting customer data to a CRM or organizing your team’s schedule. Automation can help you route your customers to the right person every time based on smart insights and triggers while empowering your employees to get more done.

You can even take your automation strategy to the next level by using a low-code platform that lets you create your own automation. This ensures that your employees can actively improve their workflows with simple, practical tools that don’t require developer skills.

 

4.    Flexible Integrations and Configuration

A CX platform is typically one component of an advanced customer experience and service strategy for any organization. If you want to ensure your team members can work seamlessly on a single pane of glass, you need to make sure your CX platform integrates with the tools they already use, such as collaboration apps, help desks, and CRM software.

A flexible platform that can adapt to your team’s technology needs gives you more room to add new functionality with connected apps as needed. While you’re looking for integration opportunities, you should also consider how easy your CX system is to configure and manage. You shouldn’t have to hire a developer every time you want to make a change.

Look for a convenient, easy-to-use environment that your administrators can access from anywhere with an Internet connection. You might even be able to connect your CX tools directly to your AI analytics, recording, and contact center software.

 

5.    Powerful Reports and Analytics

Finally, keep in mind that we live in a world where customer expectations are constantly changing and evolving. The only way to stay ahead of the curve and your competitors is to gather as much information as you can about your target audience, your people, and any other metrics that are relevant to you.

A good CX platform should give you valuable insights into each step of the customer journey, where there are friction points, and what you can do to improve satisfaction. At the same time, it should help you keep your finger on the pulse of your employees’ experiences, no matter where your team is located. If you’re able to monitor and address employee frustrations, you can ensure that your team members are able to perform at their best.

If possible, look for analytics and reporting tools that integrate with AI to give you insights into trends that you mightn’t be able to see on your own. These solutions can even send real-time information to agents in the form of dashboards to help them improve their performance at that moment. Customizable reports that let you drill down into key metrics are also useful.

 

Choose the Right CX Platform

Ultimately, finding the right CX platform for your team is likely to be a personal process for any organization. You need to think carefully about your CX goals, your digital transformation strategy, and how you plan to serve your customers in the future.

However, if you focus on finding the five features above for your CX solution, you can greatly improve your chances of future-proofing your customer experience strategy. The Cempresso DCS platform includes all of the features on this list – plus a few more – as a comprehensive platform for the end-to-end total experience.

Learn today how you can transform your CX strategy with Bulb Technologies.

 

 

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