How Consumer Expectations For Service Are Changing

How Consumer Expectations For Service Are Changing
Loyalty & Membership

Conversational AI is rising to meet consumer expectations for assistance that is immediate, personalized and available at all times

PSFK Labs
  • 4 april 2018

Today’s customers won’t settle for brands, retailers and organizations that offer limited or restrictive services. Instead, they’ll seek out companies who recognize their needs and offer seamless assistance when or—better yet—before support is needed. In a digital marketplace full of viable competitors, organizations can’t afford only to satisfy customers’ baseline convenience preferences. By responding to the desire for proactive, anywhere access and care, businesses can nurture lifelong loyalty.

Chat is a cornerstone of this strategy, as advancements in machine learning and natural language processing make bots a more productive tool to augment human representatives. In a March 2018 survey, PSFK researchers found that consumers are 4 times more likely to prefer using a chat box over speaking to a human—and they prefer chat just as much as email.

Using conversational AI, companies can meet new customer expectations in four key areas:

From wait times to immediate service
Customers expect their preferred brands to mirror the instant access they receive when engaging with social media channels, internet search engines and mobile apps.

From open hours to always-available
Rather than relying on a service provider to dictate when they can and cannot connect, customers want to be in charge of their own schedule. They want to be confident that organizations will be able to answer their questions and solve their problems whenever they arise.

From customer intake to personalized recognition
Digitally-focused customers relinquish a great deal of personal data in their interactions with brands. Companies must respect this exchange by using the information provided to seamlessly recognize individual customers’ preferences, end goals and engagement history to deliver better, more relevant service.

From problem resolution to proactive care
With the rise of internet-enabled products, customers now expect companies to take an active role in troubleshooting or managing and even proactively solving issues before they arise by referring to the data that they share on an ongoing basis.

Consumers increasingly expect to receive customer service that meets them where they are and, above all, values their time and patronage. With the thoughtful implementation of chatbots, which enable 1:1 communication on a mass scale, brands and retailers stand to earn their loyalty.

More insights can be found in our Customer Service Debrief on building loyalty through conversational AI and chatbots.


Lead Image: Guilherme Stecanella | Unsplash

Today’s customers won’t settle for brands, retailers and organizations that offer limited or restrictive services. Instead, they’ll seek out companies who recognize their needs and offer seamless assistance when or—better yet—before support is needed. In a digital marketplace full of viable competitors, organizations can’t afford only to satisfy customers’ baseline convenience preferences. By responding to the desire for proactive, anywhere access and care, businesses can nurture lifelong loyalty.

+AI
+AI
+artificial intelligence
+Brand Introduction
+chat
+chatbot
+Customer Retention
+customer support
+customer-service-debrief
+debrief
+loyalty
+loyalty & membership
+mobile
+Personalized Loyalty
+psfk labs
+Public

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