Did you know that about 52 percent of customers will switch to a competitor if they have a single negative impression?.
Today's customers want instant, personalized, and effective resolutions to their problems. Businesses must prioritize providing exceptional customer experiences, whether online, via a call, text, chat, or voice-based or chat-based self-service.
And this is about retaining clients and wanting current customers to stick longer with the brand. According to Forrester, customers are 2.4 times more likely to stick with a brand when their problems are solved quickly.
Our vast experience shows that some brands are increasing their new customers and human resources for the contact centers at the same rate. The reason is the lack of technology applied to these kinds of processes, which results in long-term unsustainable practices for the company.
Businesses should be aware that increasing their customer base requires increasing their support capacity, which should be planned in advance.
Automating contact centers is an alternative to improve your customer experience while reducing the need for human workers. Some might doubt automating experiences feeling they might lose the human touch, but that's not the case.
Understanding users' behaviors, needs, and preferences is crucial to offer outstanding personalized experiences without losing that humanity.
Amazon Connect is an AWS solution that provides omnichannel experiences and automated self-service options to enable faster, more delightful resolutions the first time while reducing customer and agent effort.
In addition, your customers will receive answers to their queries quickly, efficiently, and autonomously thanks to the integration and coordination of the service ecosystem that leverages our solutions. All this will reduce the number of agents needed to support your contact center and improve the visibility of your brand or product, not to mention the advantages in terms of ROI, which according to Forrester can be up to 241%.
User loyalty and satisfaction
By solving inquiries faster, customers will stick longer to your brand. Statistics also show that "61% of consumers will pay at least 5% more if they know they'll get a good customer experience" (Emplifi).
As customers better perceive your brand, chances of word-of-mouth recommendations increase. That's relevant because, on average, word-of-mouth drives $6 trillion in annual global spending and is responsible for 13% of all sales.
Since customers are turning into competitors because of the poor experiences that brands offer them, and 73% of the respondents of a PWC survey point to experience as an important factor in purchasing decisions, it's worth considering an automated solution for your business.
If you'd like to discuss it intensely, please get in touch with us to set a 30-minute meeting.