What do customers really want? As technology changes the way they interact with brands, expectations continue to change. Although many companies are embracing tools such as artificial intelligence to bring better experiences, customers are still seeking connections between people and ensuring that any technology they use can really benefit them. Here are five expectations that your brand needs to meet all customers.

Technology that simplifies the customer experience 

Customers are not afraid to use technology to find answers or complete tasks. According to a survey by Location World, 40% of adults now use virtual assistants, such as Siri or Alexa, once a day. These habits also extend to their interactions with companies. “Chatbot” magazine pointed out that 67% of people want to use messaging apps when interacting with brands. When implementing any technology, always ask if it can serve customers well. Your chatbot should be able to answer questions quickly or complete a purchase easily. The IVR menu should seamlessly route customers to qualified agents. Live chat invitations must be timely and provide assistance to customers when they need it most. Use technology to simplify the lives of customers.

The option to speak to an agent 

Self-service options are great for saving customers’ energy. However, sometimes customers just want to talk to humans. According to Glance, 67% of customers hang up when they are unable to contact a service representative. Therefore, your customers need to know that there will always be someone to help them. If you use chatbots to provide services, make sure that human agents work with them. When putting customers on hold, keep the waiting time as short as possible. Finally, make sure that the IVR menu directs the customer to the correct department, and if you encounter problems navigating the menu, always provide the option to talk directly with the agent.

Seamless interactions

The best omnichannel experience is seamless. When customers have trouble finding information or switching channels, your brand image will be damaged. Accenture pointed out that 89% of customers feel frustrated when they need to repeat information to multiple agents. Kampyle further pointed out that 87% of customers believe that brands need to provide a more consistent experience. Make sure that your brand provides high-quality content and accurate information on all channels, and make sure that your mobile website is also optimized.

A relationship built on trust 

Is your brand worthy of your customers’ trust? Nowadays, compliance with laws that protect customer data is critical. In addition to letting customers know when and how to use their data, some steps should be taken to enhance their capabilities. For example, always follow up the purchase and provide a detailed order confirmation summary. When communicating on public channels such as Twitter or Facebook, make sure that the agent does not share personal details and quickly transfer customers to private channels. Sending a consistent brand message is also important for building trust. If your company offers promotions on its website, other channels must also provide the same information. If your brand statement mentions a commitment to environmental protection practices, your product should reflect this principle. No matter which channel they use, customers must be able to determine your purpose and have confidence in your approach.

Personalized experiences

Customers seek a personalized experience that suits their tastes. Providing products and services to them according to their preferences is one way of doing this. Marketing materials should be tailored to their individual needs and should be communicated on their preferred channels. According to Salesforce, by 2020, 75% of customers want to shop with companies that provide a personalized experience.

Every customer relationship needs to be cultivated. Take the time to understand the needs of your customers and tailor your practices to meet their needs. When you listen carefully to their expectations and consistently provide quality services, you will earn their trust and win their long-term support.

Source: Vocalcom