In today’s digital world, customer engagement is driven by multiple channels, devices, and platforms. Just engaging with customers across these channels isn’t enough to make customer service great. Businesses need to go beyond just meeting customers where they are, they need to deliver tailored experiences. No two customer or their requests are the same, so neither should their service experiences. To gain better customer satisfaction, it's important to customize service delivery experiences to each channel and customer while still maintaining consistency. AWS comes with a complete set of new-age customer service solutions to assist businesses in delivering better customer experiences across multiple channels and devices.
Proactively Serve What Customers Expect
With digital behavior trends driven by multi-channel and multi-platform, businesses are finding it hard to chart out customer satisfaction strategies. With the advent of technologies like voice assistants and IoT, the method of customer interaction styles with business applications has changed. Each channel is different and it is important for businesses to strategize engagements accordingly.
The AWS service Pinpoint integrated with Personalize permits businesses to plot user interests, predict, and personalize the customer journey. Users are segmented based on demographics, interests, engagement, and behavior. Based on this segmentation, analytics are generated in real-time and then recommendation engine personalizes customer services, like suggesting content/services prior to a customer search.
Multi Channel and Multi Device Support and Experiences
Customer service is largely driven by multiple channels, devices, and platforms. So, customers are expecting businesses to provide services with consistency across all channels and ensure experiences be channel-specific. With 66 available zones within 22 geographic regions around the world, AWS comes with secure cloud infrastructure to ensure seamless and consistent service delivery across any device or platform.
AWS cloud services enable businesses to easily deploy enterprises applications over the cloud and enables businesses to integrate enterprise systems with various tools like a chatbot, mobile app, voice assistant, portal and so on. This way AWS provides a larger scope for customers to attain consistent service from the channel of their choice.
Best-In-Class Customer Connect Service Center
75% of customers believe it takes too long to reach a live customer service agent.”
Harris Interactive Survey
AWS provides a scalable, simple and consistent cloud-based contact center service- Amazon Connect. This allows businesses to redesign customer interaction flows with simple drag and drop options. Businesses don't have to spend resources on hardware or bother with workflow applications. Businesses can easily integrate a customer service chatbot (both voice and text) allowing customers to have a more natural and interactive way to attain the service. This solution integrates with the existing CRM to predict the queries even before a customer makes a request. Using dynamic customer flows, AWS offers personalized customer experiences across the communication channel of their choice.
New Age Conversational Experiences with Chatbots
85% of customer service interactions will be automated by chatbots and these are expected to play a significant role in innovating customer service department functions."
AI-powered enterprise chatbots are effective in delivering customer service solutions by increasing the service delivery speed at reduced costs. These chatbots are more efficient and make less errors than humans. Moreover, voice chatbot applications are gaining traction among millennials who are less likely to speak to talk to a human agent. Voice as an interface is changing the way humans interact with technology. With the rise in conversational commerce, voice technology is a key business strategy to watch. Voice technology is crucial for a digital experience strategy, both internally and externally.
Businesses that deploy AWS chatbot framework or voice services as an externally facing customer service tool have proved their worth by saving human hours and resources. With Alexa or AWS bot or mobile applications, customers can raise and track their requests by a voice command anywhere, on any device, at any time.