Modern customers have higher expectations than ever before. In the past, customers might not have expected much more than quality service and fair pricing from the brands they interacted with, but rapidly developing business technologies have raised the bar, and those who don’t keep up will struggle to retain loyalty.

In fact, 49% of consumers say that they stopped working with a company in the past year because of an instance of poor customer service.

Modern Customer Expectations

To create a great customer experience, it’s essential to understand what the customer values. Recent studies have highlighted that easy interactions and quick resolution are today’s biggest drivers of customer loyalty, and this especially applies to digital experiences as many consumers have become more comfortable using digital channels as their primary method of communication since the pandemic.

Because of these developing needs, many businesses are now shifting towards an omni-channel experience, allowing customers to interact with them on their preferred channel at any time. This is definitely a fundamental first step in modernising your Customer Experience (CX) strategy, but will only put you on equal footing with the typical competitor. To really stand out from the rest of the market and offer customers an unforgettable experience, businesses should consider leveraging Artificial Intelligence to gather valuable insights on customer trends and offer better, faster resolutions through automation.

Addressing ‘Jobs to be Done’ with AI

Every organisation has ‘jobs to be done’ to improve their services and operations. When it comes to improving the customer experience specifically, there are 3 key jobs to be done that can be best resolved with AI.

Increase customer self-service rate
When consumers approach a brand with queries or concerns, they expect a fast resolution. If they are faced with long hold-times, or have to wait until business hours the next morning, this can easily lead to a poor customer experience that sticks with them.

Talkdesk CX Cloud enables businesses to offer 24/7 customer service through two advanced AI tools. Talkdesk Virtual Agent allows customers to engage in natural, two-way conversations at any time, and is available for both voice and digital channels. For more simple queries, Talkdesk offers a Self-Service Portal that allows customers to search for answers themselves through an AI-powered, customisable knowledge base.

Identify causes of customer issues

Gaining a thorough understanding of your customer base’s wants, needs and concerns is vital for truly improving your CX strategy long-term. Depending on your industry, location, and the types of services or products you offer, these customer trends can vary significantly, so analysing your own data is the most effective way to gain this insight.

Talkdesk Interaction Analysis captures, transcribes, and analyses every customer interaction using AI to identify key conversation moments, topics, and sentiment that help you understand customer intent, uncover trends, and provide actionable insights to the business.

Help agents resolve issues correctly and quickly

Although self-service is a great tool for speeding up customer service, sometimes consumers simply want to have a genuine conversation with a human and will still seek out traditional communication channels. AI can still be leveraged in this instance, working to help the agent in their interaction with the customer, rather than just helping the customer directly.

Talkdesk Agent Assist helps agents to resolve issues faster and more effectively by delivering real-time guidance and next step actions. This connects with your personalised knowledge base to provide contextual recommendations and event direct answers for frequently asked questions.

Talkdesk CX Cloud

Market-leading AI is just one of the many aspects of Talkdesk CX Cloud that can help you transform your customer experience and in-turn improve overall business success.

The full platform offers a complete set of enterprise-level, integrated, CX applications for customer self-service, omnichannel engagement, workforce engagement, employee collaboration, and customer experience analytics to align and drive winning behaviours across the organisation.

Find out more about Talkdesk CX Cloud here and contact Arrow today for a personalised demonstration.

Share This Post, Choose Your Platform!

arrow logo

With over 25 years in the business telecoms industry and an unrivalled reputation of delivering excellent, personal customer service, Arrow is one of very few companies in the UK able to provide a full telecoms, IT and energy consultancy and service proposition.

About Us

Case Studies

Case Studies