In today's article we explain what Customer Experience is and why it is important to take care of it, and we also tell you about some AI applications that will help you botim database differentiate yourself from your competitors if you know how to take advantage of them.
Customer Experience: What is it?
You could say that Customer Experience (CX) is the perception that a person has in their mind about a brand as a result of the relationship they establish with it.
This can occur through any point of interaction. For example, before becoming a customer, when this person finds out about the brand through advertising or comments from others. Also, in the purchasing decision process or during the purchase of a product or contracting of a service. And even after the commercial relationship, through after-sales service.
Why is customer experience important?
Many things will depend on whether this emotional bond between customer and brand is positive, mainly whether the company achieves the objectives or goals previously defined in its business plan.
Ensuring someone has a good customer experience can translate into:
Better brand reputation.
Prospecting (new clients).
Increased sales and user satisfaction.
Higher customer conversion rates.
Consumer retention and loyalty.
Decreasing dropout rate.
Increased customer engagement with the brand.
Creating brand advocates.
Applications of artificial intelligence in e-commerce
Nowadays, many online businesses have opted to implement artificial intelligence to offer an unbeatable experience to their customers.
This set of smart tools not only helps e-commerce companies to collect and analyse the data generated by users through their online platforms (websites, social networks, etc.), but also to extract valuable information about them that will then be used to improve business management and, of course, the Customer Experience .
Some of the AI applications that e-commerce companies are investing the most in to optimize customer experience are:
Recommender systems
These use algorithms to analyze the behavior of each user (purchase history, navigation through the e-commerce platform, interaction on social networks, etc.) and make intelligent recommendations based on this information.
Internal search engines
They allow consumers to quickly find the product or service they are interested in on the online store's website.
Visual search engines
They are able to recognize a product from an image of it and even recommend similar ones.
Virtual assistants or chatbots
It is a way for companies to automate certain interactions between the customer and the brand. It is often used in problem solving, to immediately respond to certain questions that users have, especially the most common ones, and thus reduce waiting time.
Voice Assistants
These are used for different purposes, but when it comes to online commerce, they are very useful when it comes to offering the customer more precise information about a product or service and even making the purchasing process easier.
