Have you interacted with the Infobip Experiences? Businesses are constantly seeking innovative solutions to enhance their interactions with customers. This innovation involves leveraging AI-powered virtual assistants to streamline operations and improve customer service.
“Selecting the optimal solution for their Customer Experience (CX) stack is crucial for CX leaders. The right technology stack can significantly impact customer satisfaction and overall business success. Metrics help brands determine if their CX technology enhances customer happiness, retention, and business growth,” said Ali Hussain, Product Sales Expert at Infobip.
These AI assistants have the potential to address repetitive tasks, such as handling inquiries and scheduling, offering benefits like increased sales, time savings, and heightened customer satisfaction through personalised, rapid responses on preferred communication channels.
Hussain discusses how businesses can harness the power of AI assistants to address CX challenges, make informed decisions when choosing technology solutions, measure the success of their CX investments, and align people and processes for maximum impact.
Excerpts from the interview:
Tell us about your recent product/solution additions
We’ve just introduced Infobip Experiences, a global Gen AI assistant driven by ChatGPT. It enables customers to build their very own virtual assistant akin to ChatGPT, which handles repetitive tasks like addressing product-related queries and scheduling appointments on WhatsApp. This brings numerous benefits, including:
- Boosted sales, with the AI assistant swiftly aiding customers in obtaining support and shopping assistance.
- Time savings for businesses.
- Elevated customer satisfaction through rapid and personalised responses on their preferred communication channels.
What challenges do they help brands solve?
Our offering addresses the challenges of achieving immediate, 24/7 customer support and utilising customer data to provide a seamless, conversational customer experience. There’s the option for a live agent to seamlessly take control of the conversation when needed. This solution results in improved customer interactions, empowering businesses to achieve the following:
- Enhanced sales performance.
- Time-saving efficiencies.
- Elevated levels of customer satisfaction.
How can CX leaders choose the best solution for their stack?
In a region as diverse and dynamic as MENA, choosing the best CX solution requires careful consideration of local factors. I always highlight the following 10 points to help local businesses make an informed decision:
- Set MENA-specific goals: Define clear goals tailored to the MENA market. Consider the unique local dynamics and preferences to achieve the best results.
- Evaluate your current tools: Assess how well your existing CX tools perform in the MENA region. Identify areas where they may fall short and require improvement.
- Understand the Customer Journey: Map out the customer journey in MENA, considering the local culture and language. Understanding how people interact with your business is vital.
- Involve local teams: Don’t overlook the importance of local expertise. Engage with your teams in the MENA region who have a deep understanding of local customs and customer needs.
- Research MENA-friendly CX solutions: Seek out CX tools specifically designed for the MENA market. Look for solutions supporting multiple languages that can adapt to the regional context.
- Choose well-known local vendors: Opt for reputable vendors with a strong presence in the MENA region. They are more likely to understand the nuances of the local market and provide tailored solutions.
- Consider costs in the region: Consider local currency and economic variations when budgeting for CX solutions in MENA. Ensure your budget aligns with regional realities.
- MENA-specific security and rules: Compliance with local data privacy and security regulations is non-negotiable. Make sure your chosen solutions adhere to MENA-specific rules and standards.
- Adapt to local preferences: Prioritise tools that flexibly accommodate local customs, such as payment methods and communication styles. Being adaptable is critical to building strong customer relationships.
- Keep up with the MENA region: Being agile and adapting your strategy accordingly will keep you ahead of the competition.
- By following these ten points, you’ll be well-equipped to deliver exceptional customer experiences and drive success in this market.
How do brands measure success when it comes to CX technology investments?
Selecting the optimal solution for their Customer Experience (CX) stack is crucial for CX leaders. The right technology stack can significantly impact customer satisfaction and overall business success.
Brands measure the success of their CX technology investments by examining factors such as customer satisfaction, loyalty, and business performance. Key metrics include customer satisfaction scores, loyalty scores, efficiency improvements, ROI, and cost savings. These metrics help brands determine if their CX technology enhances customer happiness, retention, and business growth.
What advice would you give teams to align people and processes to get the most from your technology?
Aligning people and processes is just as crucial as finding the right technology when maximising your CX strategy’s impact. Ensuring a harmonious blend of people, processes, and technology is essential in the MENA region, where diverse cultures and practices are prevalent. Here are eight more practical tips to make it happen:
- Involve key stakeholders: To make technology work for you, bring in those directly impacted by it. Their insights are invaluable in shaping a successful tech strategy.
- Collaborate between IT and non-IT teams: Bridge the gap between your tech savvy experts and those who might not be as familiar with the digital landscape. Encourage open communication and teamwork.
- Provide training: Equip your teams with the skills to utilise the technology effectively. This applies to both the tech-savvy and those who are less so. Training ensures everyone is on the same page.
- Document processes: Create clear, step-by-step guidelines on integrating the technology into your existing workflows. Clarity simplifies the adoption process.
- Measure progress: Keep an eye on the key performance indicators (KPIs) that matter most to your business. Track how technology impacts your processes and use data to drive improvements.
- Encourage feedback: Create channels for team members to voice their experiences and concerns. Feedback is a valuable source of insights for refining your technology strategy.
- Address resistance: Change can be met with resistance. Understand your team’s concerns and work together to find feasible solutions. A supportive approach can ease the transition.
- Stay updated and compliant: In the fast-paced tech world, staying current is vital. Keep an eye on emerging tech trends and, equally important, ensure that your tech implementations comply with security and regulatory standards.
Understanding metrics, and agile and supportive teamwork are your best allies throughout this journey. By aligning people and processes effectively with your technology in the MENA region, your team, and business are poised to reap long-term benefits. The success of your CX strategy relies on this harmonious blend.