How Consumer Services Companies Can Stand OutFast-growing companies in consumer services like delivery and ecommerce can use Airkit to more efficiently scale contact center operations and empower customers with automated self-service customer experiences.
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Companies offering consumer services rely heavily on Customer Experience (CX) for acquisition, retention and differentiation.
Progressive direct-to-consumer companies understand that the digital-first consumer behaves very differently than previous generations. These consumers demand experiences that are effortless and personalized--especially across online, mobile and self-service channels. However, according to IDG industry study, while 89% of companies plan to be digital-first, only 45% are in the early stages of that digital transformation. Key obstacles to this progress are limited development teams having to deal with legacy systems. Airkit directly addresses this dilemma with a toolkit that enables non-development teams to build modern CX experiences on top of existing systems to meet the needs of digital-first customers more quickly.
CX solutions from Airkit customers in Consumer Services:
- CSAT Measurement
- Scheduling Field Appointments
- Payment Updates
- Proactive Engagement
- Return Processing
- Personalized Support
Customers with an open order shouldn’t have to wait on hold or re-provide any information. It’s easy to automatically detect a customer based on information like mobile phone number, and then identify their order and personalize a self-service experience that delights them by solving their problem quickly--often without human intervention.
From delivery status to return workflows, allow consumers to simplify and accelerate the last mile.
Proactive Customer Loyalty
Automatically identify instances when a customer isn’t having the best experience, often due to delays or returns, and automatically delight them by providing a loyalty incentive or future discount. These targeted loyalty programs are relatively easy to automate and directly impact customer retention, renewals and CSAT.
Metrics from Airkit customers in Consumer Services:
38% reduction in new tickets/issues
80% increase in call-center capacity
5X reduction in time to resolution
20% increase in CSAT
Airkit System Integrations
Airkit has CX integrations with leading consumer service companies to easily provide more personalized context and hybrid phone/mobile service experiences.