How to Avoid Information Overload for Better Customer Experience

By Monica Kohn   |   January 17, 2018
How to Avoid Information Overload for Better Customer Experience
Have you ever felt overwhelmed by a company’s website or mobile app? The current e-commerce landscape delivers immense amounts of information at the consumer’s fingertips.

There’s a danger to avoid: TMI, or Too Much Information. Information architecture has been around for a while, but it continues to be crucial to providing an excellent customer experience.

Creating a superlative customer experience means avoiding information overload. But, how do you create an effortless customer experience while making available all the pertinent information needed to learn the basics and find answers to inquiries? Artificial intelligence technology is creating solutions to these issues. Consumers are empowered to quickly find the desired information without the distraction of TMI. Adopting AI-powered chatbots can mitigate information overload and improve the customer experience. A Gartner report studied the impact of AI on CX.

Understand Your Customer Needs

Customers want their questions or issues understood accurately the first time. With so much data available, a disorganized website or underdeveloped knowledge base may result in delays for the customer. A majority of consumers want to use self-service options on a company website, but the goal is to guide them effortlessly to the right answer on the first try.

Chatbots help with this. With natural language processing capabilities, these handy tools have the capacity to understand the intent behind the customer’s inquiry and provide a relevant, accurate response. In more difficult cases, they can escalate a consumer to the best resource. This ensures that questions are answered accurately and gives the consumer the feeling that their situations and issues are being heard.

Identify Opportunities for Better Online Support

With artificial intelligence, you can monitor your customer experience strategy and whether it’s performing efficiently. With chatbots, you can have back-end capabilities to identify clusters of phrases, determine the efficiency of the responses, and pinpoint opportunities for improvements. This alerts your CX managers to make adjustments or add more information.

Another key benefit to adopting a chatbot is the capability to update all of your company’s knowledge over each platform the chatbot is on, whether it is a website, mobile app, or social media. This ensures consistency across every channel you use.

Personalizing the Experience

Personalization is the buzzword in today’s highly competitive marketplace. It is not simply trendy. Personalizing the customer experience minimizes the potential for information overload. A chatbot can offer customers information relevant to their history by letting the chatbot have access to the customer’s profile. They can review previous purchases or interactions and offer insight based on that data. Understanding each customer’s needs is critical to delivering a superior customer experience.

Today’s businesses must provide interactive experiences, and these experiences must be relevant to specific customers to minimize information overload and create happier customers. By leveraging AI through chatbots, you can ensure that information is delivered in an organized, meaningful way for the best CX.

Do you have more questions on this topic? Are you looking for ways how to enhance your customer service? Let’s speak