Friday, July 10, 2015

How to Reimagine the Customer Experience

2015 has been a big year for service/product evolution in customer-centric companies. With technology dominating the market, and consumers demanding the latest and greatest, big brand players are definitely delivering. 

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For example, Mattel, the worldwide leader in the design, manufacture, and marketing of toys and family products, announced at the beginning of the year their latest collaboration with Google to revamp one of their most iconic toys, the View-Master. With the help of Google, Mattel was able to transform a classic toy and turn it into an 'immersive digital experience for kids.' Experts are referring to this sort of evolution as "reimagining the customer experience." Alongside Mattel, Cablevision is also working towards adapting to modern customer needs. When announcing the addition of a free digital antenna and digital Wi-Fi phone service to their broadband package, the Chief Operating Officer, Kristin Dolan, went on to say, "As a connectivity company, Cablevision is reimagining its relationship with its customers. Our new 'cord-cutter' packages take a modern approach to traditional triple-product bundles and provide real alternatives that fit new consumer lifestyles."

With technology at the forefront of almost everything, this is a critical time for companies to stay relevant and up to date so they don't get pushed out by the competition, and 'reimagining' the customer experience is a great way to accomplish that. What some companies turn a blind eye to is as your products and services progress, so should your customer support initiatives. It is import to recognize the need to reimagine all aspects of the customer experiences, including pre- and post- sale interactions. Traditional FAQs are not going to be enough anymore, and live agents can get costly. Experience shows that providing consumers with a dynamic and interactive self-service tool, such as a Virtual Assistant (VA), increases customer satisfaction because it gives users the freedom to find their own answers, on their own time.

Just as goods have been evolving with the times, VAs are progressing with the age of technology as well. At the beginning, VAs simply automated FAQs leveraging content from its own knowledgebase to answer questions. Now, VAs are more dynamic and interactive than ever before, integrating to back-office systems (CRM, existing Knowledge Management solutions, etc.) and connecting to various software platforms (live chat, social media, communities, etc.).

How is your company reimagining the customer experience? 
For more information on how VAs can help your company revolutionize the way you connect with your customer, please visit our website:

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