In today’s competitive business world, building a strong user base and gaining customer loyalty is a challenge for marketers. However, offering a memorable and hassle-free user experience across various channels such as mobile, website, and social media can help businesses convince visitors to convert.
A study suggests that customer experience is one of the most critical factors that can make or break your brand image and helps customers make a buying decision. This is why marketers are putting their best efforts into improving user experience by offering a personalized shopping experience. Many established brands such as Amazon, Netflix, and Facebook are harnessing the power of cutting-edge technologies to deliver a better and personalized customer experience.
Thanks to artificial intelligence (AI) and machine learning (ML), helping brands to make data-backed and intelligent business decisions and turn potential customers into repeat customers. With augmented analytics, marketers can improve their marketing strategy and optimize the sales funnel to convert more leads.
A survey reveals that 83% of marketers are using artificial intelligence and machine learning to improve their marketing and sales strategy and plan to use them within the next three to five years.
From personalization to building a solid sales pipeline, customer retention to real-time decisioning, AI and ML have many applications that marketers can use to deliver an out-of-the-box customer experience.
Let’s check out how customer-centric brands can leverage artificial intelligence and machine learning to accelerate customer purchasing decisions.
- Maintaining a Large Volume of Customer Data
- Predictive Personalization
- Real-time Decisioning
- Exceptional Customer Service
- Voice and Text Sentiment Analysis
1. Maintaining a Large Volume of Customer Data
Did you know 74% of consumers don’t complete a transaction or make an intended purchase because of poor customer experience? It is much easier for consumers to find your competitors than spending time explaining why they abandoned the shopping cart. This is why brands need to focus on delivering a great user experience to retain modern users.
Today’s consumers expect a unique and personalized user experience from brands. The unique amalgamation of AI and machine learning technologies allows marketers to gather customer data and understand user behavior. It enables brands to better understand their customers and create highly relevant content for each individual to improve the customer journey.
AI systems and machine learning tools have the ability to process enormous amounts of data and gather valuable information related to customers’ preferences, motivations, and likelihood of purchasing products or services. AI-based tools enable marketers to maintain a large amount of data and provide customer-centric solutions, which will eventually boost customer experience.
2. Predictive Personalization
AI-driven technologies such as machine learning are helping ecommerce businesses, service-based agencies, fashion brands, and B2B brands to boost sales and retain more and more customers. The AI-powered system has an amazing ability to predict users’ actions by analyzing their purchasing history, browsing pattern, and preferences.
The AI-driven personalization tools help ecommerce brands to offer a great online experience. These personalized recommendation engines check the amount of time spent on the website, product pages, form filled, searches made, and complete purchases. By monitoring and processing this data, marketers will be able to make personalized recommendations and propose the correct items depending on the buyer’s needs.
Offering personalized recommendations is a crucial part of your online business marketing strategy, helping customers discover relevant products, reduce barriers to purchase, increase order value and create a consistent experience.
3. Real-time Data-Backed Decisioning
AI-driven technology helps brands collect customer data and information, making it easier for them to analyze structured and unstructured data to understand users’ expectations and meet the customers’ ever-increasing demands. By examining and extracting useful insights enables marketers to tailor customized offers depending on the needs of the customers. For instance, AI and real-time data analytics tools allow you to understand customers’ intent in real-time and present more relevant offers and content to convince them to convert.
4. Exceptional Customer Service
Providing exceptional customer service is as important as acquiring new customers. Thanks to AI-driven chatbots and virtual assistants, helping brands to quickly respond to customers when they have a query. Today, a large number of brands are using chatbots and AI-augmented tools to maintain effective customer interactions.
According to a survey conducted by MIT Technology Review, integrating AI-based virtual assistants into your sales strategy helps brands address customer issues and improve their interaction with customers.
It is important to note that virtual representatives and AI bots’ role is not to replace human representatives but rather to maximize efficiency, assist them, and help them provide a higher quality experience for customers. The use of AI chatbots in customer service fosters an incredible customer experience by sending instant replies to the customers’ endless questions.
Due to its 24/7 availability, instant response, personalized interaction, seamless transaction, and multilingual support, more and more brands are investing in chatbot app development. Hiring a professional mobile app development company is an intelligent decision to create a chatbot to help users search products and communicate with your brand.
5. Voice and Text Sentiment Analysis
The AI-driven solutions can analyze conversations, detect facial expressions and tones in vocal conversations. Now brands can determine emotions and sentiments in different kinds of communication. Sentiment analysis helps brands analyze the mood of customers based on the tone, pitch, and frequency of their voice.
With sentiment analysis, companies can understand customer interactions and take necessary measures to improve the brand image and improve the quality of product, service, and interaction. By using AI-driven algorithms, marketers can build customer satisfaction by providing them with what they actually want from their brand.
Final Thoughts
To deliver excellent user experiences, all B2C businesses are advised to leverage AI-based and machine learning tools to connect with their customers on a personal level to increase loyalty, build trust and generate more leads. Leveraging these emerging technologies help you to better manage expectations and emotions of your customers, improve their experience and reduce the churn rate.
