The world is changing, and we are all going through a shift in terms of how we work, shop, socialize, or interact. This transition was happening for quite some time, but the advent of COVID19 accelerated its pace. The transformation in customer behaviour is not momentary. It is going to stay this way for quite a while, and companies have no choice but to change the way they have been interacting with customers, or else the whole customer experience will get impacted. As per a study by PwC, 73% of the customers believe positive experience to be one of the critical factors influencing their purchasing decisions and loyalty to a brand.
Though the original aim of setting up BPOs when they started operations on a large-scale level, way back in the 1990s, no doubt was cost reduction. But since then, there has been a tremendous shift, and now apart from these original goals, the Business Process Outsourcing companies are focussing on giving their customers the best experience and consecutively earning brand loyalty.
There is immense scope of improvement in every industry, whether retail, telecom, banking, healthcare or any other, as far as customer experience in the digital world is concerned. Now, the new age Business Process Consulting organizations are creating solutions to improve the processes within these industries and augment the overall experience.
The Business Process Services have tools to analyze, identify, optimize, and automate the processes to achieve the desired goals. These companies are not shying away from using emerging technologies like Artificial Intelligence (AI), Natural Language Processing (NLP), Machine Learning (ML), and Conversational AI (CAI) to deliver the best experience to the customers.
Let us look at some of the innovative technologies BPOs are offering their clients to empower the customer experience and many big corporations are adopting them to get an edge over their competitors.
- ChatBots – In this modern age of instant messaging and immediate responses, customers are not willing to wait for answers to their queries. But at the same time, it is not feasible for companies to set up massive call centres working round the clock to cater to their consumers from different time zones and varied timings. In this scenario, the best solution is a ChatBot which can chat just like humans. Powered with NLP and AI, it can help customers get instant responses for all the basic queries in just a few clicks. These bots are equipped to connect customers to human agents if required and act as the bridge collecting primary data to help agents respond at a faster pace.
- Cloud-based Infrastructure – It helps store data on central servers and allows it to be accessed from any device, at any time, from anywhere. It makes the system seamless and a lot more efficient, as data can be accessed over the air, and employees do not have to travel to a brick-and-mortar office to access information and serve the customers. The customer experience also remains consistent, as they always get unhindered services.
- Social Media Engagement – Since the emergence of Social Media, it has garnered the reputation of one of the most powerful tools of our times. It allows companies to connect with their customers on the platform of their choice in a more meaningful way, helping them form a bond and generate customer loyalty. BPOs are fast tapping into this genre and creating strategies and solutions engaging the customers in real-time and providing their clients deep-rooted insights related to their products and services.
- Conversational AI – Conversational AI or Voice Bots are fast gaining attention from the industry. With the advancements in NLP technology, it is now possible to have near human-like conversations with a bot. It provides customers with the ease and convenience of getting instant responses to their queries without typing long questions, better than even a chatbot.
- Business Process as a Service (BPaaS) – A lot of Business Process Services are offering companies the business automation processes packaged on a cloud-based system. It usually operates on a pay-per-use model by billing companies on their usage. It is a very proficient and cost-effective system that allows process automation without any huge investment as the services are available on-demand. It helps companies provide the best-in-class services to their customers without increasing their capital investments.
- Data Analytics – Courtesy of modern techniques, every call, chat, or detail related to the customers interacting with the company gets recorded. It allows companies to collect loads of data or information. Business Process Consulting is leveraging this pool of data to predict customers' behaviour and their future choices. This predictive analysis help organizations engage with customers offering them the right product/ services as per their need, nurturing the relationships and enhancing brand loyalty.
BPO services are captivating the attention of various industries and verticals and providing them with solutions using the next-gen technologies to best suit their requirements and create the ultimate customer experiences.
