How To Choose The Best Solution For Your Tech Stack?
Ali Hussain, Product Sales Expert at Infobip discusses how businesses can harness the power of AI assistants to address CX challenges.
Ali Hussain, Product Sales Expert at Infobip discusses how businesses can harness the power of AI assistants to address CX challenges.
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:
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:
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:
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:
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.
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:
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.
Chandni is an Assistant Editor with a keen interest in customer-obsessed ideas. A journalist by profession and a writer at heart, she is committed to martech and CX content that resonates with readers across industries.
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