The 5 Top Customer Centricity Examples in 2022

Written by Dylan Max  on   Jul 29, 2022

Customer centricity. Customer obsession. Customer focus. 

These are not just boardroom buzzwords but rather essential principles for businesses today – from global enterprises to innovative upstarts. Over the last 10-15 years there has been a pivot from being price- and product-focused to centering everything around the customer. Starbucks, Nordstrom, Hilton, Amazon and other brands have created the blueprint for customer experience and customer relationship management (CRM), and have shaped customer expectations for brand interactions. In 2022, all companies need to take a radically customer centric approach. 

In this post, we’re answering questions like: 

  • What is customer centricity?
  • Why is customer centricity important?
  • How to be customer centric
  • What are the top customer centricity examples?

What is Customer Centricity? 

Customer centricity means you put the customer at the center of everything you do. Your products, in-store and digital experiences, and customer service are all designed with the goal of providing a consistently great experience and adding value. The entire company has a ‘customer culture’ and removes siloes to provide a cohesive, unified experience. 

Customer centric companies remove friction, preemptively solve problems and meet customer needs in unique ways. These companies often leverage powerful technology like machine learning, predictive analytics and artificial intelligence, in addition to sophisticated CRM platforms to provide truly effortless interactions and hyper-personalization

Customer centricity can exist across a variety of dimensions of a business including Customer Support, Marketing, and Sales departments.

What is Customer Centric Selling?

In a nutshell, customer centric selling is a selling strategy that values building meaningful relationships with your customers as opposed to pushy sales tactics. Similarly, customer centric service also is about focusing on growing meaningful relationships, but in the context of the customer support role.


 “Human-centric marketing is defined by brands that approach engaging their current and prospective customers via advertising and marketing tactics as whole human beings with hearts, minds, and spirits.” — Philip Kotler


Why is Customer Centricity important?

Customers today expect more. And this comes at a time when customer experience (CX) is the primary differentiator in a sea of sameness. CX now dictates where people spend their money and develop loyalty. Companies need to obsess over providing positive experiences and adding value in order to create a positive view in people’s minds. Every interaction matters. CX expert Shep Hyken says: “Customers notice almost everything. In fact, their brains are wired to make a note of anything they don’t like1.” 

Adopting a customer centric mindset is crucial for many reasons: 

  • Every interaction matters: One in three customers will leave a brand they love after one bad experience2
  • A customer centric philosophy can reduce customer acquisition costs: It’s more expensive than ever to acquire new customers: it’s 5X more expensive to acquire a new customer than keep an existing one. 
  • Customer centricity unlocks revenue: 86% of buyers are willing to pay more for a great customer experience3. Personalization alone can increase overall consumer spending up to 500%4
  • Customer centricity motivates people to recommend your brand: More than 65% of customers said that their experience on the website or app would be at least a “very important” factor in their willingness to recommend a brand. 

How to be customer centric

The first step in becoming customer centric is understanding what your customers need and want. Take frequent pulses on pain points and identify and eliminate friction points: 96% of customers with a high-effort service interaction become more disloyal compared to 9% who have a low-effort experience5. The key to creating such an experience is for the team to be intimately familiar with the customer’s journey through your buying experience.

Customer centricity is also created by personalizing and contextualizing experiences, something that 75% of customers expect today6. This involves surfacing the right products, experiences and information to specific customers at the exact moment of relevance. To do this, companies need to get away from silos and disconnected systems to connect all of the dots of the customer into one centralized view. According to Professor PhD Luigi-Nicolae DUMITRESCU, “You cannot departmentalize a customer centric approach. It must emanate from the very heart of the organization. All departments need to work in harmony, if not complete synchronicity in all communications with customers.7” 

Customer centric brands also understand that you can’t be everything to everyone. In his book, Customer Centricity, Wharton professor Peter Fader encourages companies to look at the “overall customer lifetime value and concentrate efforts on those customer segments that were most valuable and interesting to optimize profit8.” Segment your customers to identify the best ones and develop strategies to provide these segments with the best experience. Don’t put resources into courting customers who don’t pay off in LTV. The most efficient way to accomplish this is by using a customer relationship management platform.


Exploring a new CRM solution? Learn more about two of the industry leaders in our Intercom vs. Zendesk review.


Creating a customer centric mindset needs to be managed by an internal champion overseeing everything to do with the customer. In an indication of the shift away from price focus and product focus to customer focus, the role of the Chief Customer Officer has been one of the fastest-growing. In fact, 22% of Fortune 100 companies and 10% of Fortune 500 companies now have chief customer officers9

The top 5 customer centricity examples you haven’t seen anywhere else 

Companies like Starbucks, Amazon, Netflix and Walt Disney World are often cited for their customer centricity, as they should be. In this post, we wanted to find customer centricity examples that you may have never seen before. 

1. Wayfair uses AI and data for hyper-personalization

Wayfair offers over eight million products, from furniture and décor to appliances and storage10. It has 37,173 kinds of coffee mugs alone, and when you account for different colors, sizes or materials, there are over 70,000 options11. Without taking a customer centric approach, the user experience would be overwhelming and time-consuming. 

The company uses predictive analytics and AI to create detailed buyer personas to show the most relevant products for customers, eliminating the need to scroll through pages and pages of products to find something they like. Wayfair “uses machine learning technology to work out which products complement one another and recommend them to customers. This makes sure that Wayfair isn’t wasting its customers’ time by recommending products that simply won’t work with the items they already own12.”

According to Wayfair Cofounder Steve Conine: “On average, we capture and store four terabytes of data every day and over the course of a year, we track approximately 40 billion customer actions on our site…..Data has been democratized across the organization — it can be accessed and used regardless of whether an employee works in marketing, logistics, or engineering. Data has allowed the company to better execute on its strategy through improved personalization.” 

2. Stitch Fix removes the hassle of clothes shopping 

Stitch Fix is one of the most fascinating customer centricity examples. The company gets to know customers through a personalized style quiz, and then after finding out clothing style and color preferences, favorite brands and styles, and budget, stylists curate pieces and outfits for the individual customer. There’s no subscription, items can be easily returned and you only buy the products that you like. Points of friction have been identified and eliminated. 

The company relies on AI and big data to power its operations. CEO Kristina Lake says, “Data science isn’t woven into our culture; it is our culture13.” The company reviews style trends, preferences, sizing info, and inventory. Stitch Fixes AI algorithms and data experts determine what styles typically work for each type of customer. And this is paying off: Stitch Fix increases its client base by 17% each year and currently serves more than 3.5 million customers14

3. Ikea’s In-Store and Digital Experience Elevate the CX 

The customer centricity at IKEA runs deep. According to Maja Bricevic, a Communications Specialist with IKEA Canada, “IKEA’s vision is to create a better everyday life for the many, and is committed to meeting the needs of its customers by creating a great customer experience, whenever and wherever [customers] want to meet us.”

The Swedish home retailer is recognized for its immersive in-store customer experience. Customers shop carefully furnished and curated spaces, visit a food court and snack on famous meatballs and even take advantage of complimentary childcare. 

Apart from the in-store experience, IKEA’s digital experience is also very customer centric. One way the customer delivers this is through its IKEA Place app. Shopping for home furniture can be challenging to imagine how an item will look in your space. The app gives customers the ability to virtually place true-to-scale 3D models in their own space, furnish a whole room in one tap or find the perfect product by searching with your camera. 

4. L’Oreal mixes up makeup on demand 

Unlike products like toys or books, which are the same for everyone, makeup looks different on every customer. To help customers find the exact right shade, the company launched L’Oréal Perso, an AI-powered smart device that creates custom formulas for lipstick, foundation, and skincare. A customer uploads a picture to the Preso app “which will use AI to identify skin conditions like dark spots, large pores, or wrinkles.” The app layers in real-time contextual data to account for environmental concerns that affect the skin, including pollution, pollen, and UV index. All of this is used to create a custom formula that is dispensed in a perfectly portioned, single-dose. 

The company aims to give consumers more control over their makeup and skincare, according to Guive Balooch, global vice president of L’Oréal Technology Incubator15. “Consumers have been asking to be part of the process of their beauty and have a stronger relationship with how well it’s working. [With Perso], you become part of the process of your cosmetics,” he says. 

5. Hilton treats every loyalty member like a true VIP 

Hilton is one of the biggest hotel brands in the world, boasting 6,110 properties with more than 971,000 rooms in 119 countries and territories. Annually, 178 million guests stay at its properties. Even with these extraordinary numbers, the brand has implemented strategies to be truly customer centric. The driving force behind this is the Hilton Honors guest loyalty program, which has over 115 million members16

With the free Hilton Honors mobile app, guests can book their stay, select the exact room they want, order meals, check-in and out, unlock their door and elevators with a Digital Key, all from their smartphone17. The honors program and app provide a truly frictionless experience from booking and pre-stay to on-site. Because of these digital interactions and building rich customer profiles, “front desk staff can focus on more valuable face-to-face interactions, while guests avoid worrying about losing hotel room keys.” 

Final Thoughts: Customer centricity is here to stay 

Keeping the customer at the center of everything you do is a must for companies to compete, build loyalty and generate revenue. Customer centricity needs to be a fabric of every modern organization, with siloes eliminated and departments working together with the same goal: create positive customer interactions that deliver value across the entire customer lifecycle. 

Are you interested in making one of these customer-centricity lists? Let’s discuss how AI can transform your company into a customer-centric powerhouse. 

For more information, visit:

References 

  1. https://www.forbes.com/sites/shephyken/2021/07/11/three-facets-of-customer-experience-youre-overlooking/ 
  2. https://www.pwc.com/us/en/services/consulting/library/consumer-intelligence-series/future-of-customer-experience.html
  3. https://www.superoffice.com/blog/customer-experience-statistics/
  4. https://www.forbes.com/sites/blakemorgan/2019/04/29/does-it-still-cost-5x-more-to-create-a-new-customer-than-retain-an-old-one/?sh=706ef3b83516
  5. https://www.ttec.com/sites/default/files/eb-cx-trends-the-2021-edition.pdf
  6. https://www.zendesk.com/blog/digital-tipping-point-mid-large/
  7. http://www.mnmk.ro/documents/2007/2007-7.pdf
  8. https://www.i-scoop.eu/understanding-customer-life-cycle-calculating-value/
  9. http://www.ccocouncil.org/site/cco-study.aspx
  10. https://www.wayfair.com/shop-the-look/dsp/wayfair+catalog-d7033755
  11. https://www.wsj.com/articles/retailers-use-ai-to-improve-online-recommendations-for-shoppers-11604330308
  12. https://etaileast.wbresearch.com/blog/wayfair-using-artificial-intelligence-augmented-reality-to-become-ecommerce-challenger
  13. https://hbr.org/2018/05/stitch-fixs-ceo-on-selling-personal-style-to-the-mass-market
  14. https://sharpencx.com/blog/customer-experience-improvement-program-tips-from-stitch-fix/
  15. https://www.allure.com/story/loreal-perso-customized-skin-care-makeup-device
  16. https://newsroom.hilton.com/hilton-honors/news/hilton-reaches-100-million-hilton-honors-members-milestone
  17. https://hiltonhonors3.hilton.com/rs/hilton-honors-mobile-app/

Creating Wildly Successful Customers: A Q&A with Rupal Nishar, Netomi’s VP of Customer Success

Written by Amy Wallace  on   Jul 29, 2022

To help you, our readers, get to know the humans behind Netomi, we chatted with Rupal Nishar, our VP of Customer Success, about the company’s customer-first approach, and trends in the world of CX/CS today. Here’s what we uncovered in our Q&A with Rupal Nishar.

Rupal, throughout your career, you have worked for SaaS organizations, and have also worked for some of the best companies, including Bridgewater Associates. What makes Netomi unique in its customer-obsessed and customer-first approach?

The nexus of everything we do at Netomi is ‘customer love.’ From designing products to processes, we weave in the customer’s sentiment and experience to make it a frictionless experience – whether that’s the brands we work with (our customers) or end-users (our customers’ customers). Creating wildly successful customers is a key priority in my everyday life.

In your LinkedIn profile, you mentioned that “If there is a book on Customer Success, Design Thinking or Consumer Behavior, I have probably read it.” What are the top two Customer Success-related books that you think every CS professional should read?

For me, two books really stood out: The Seven Pillars of Customer Success by Wayne McCulloch, and The Customer Success Economy: Why Every Aspect of Your Business Model Needs A Paradigm Shift by Nick Mehta (for more insights from Nick, check out this conversation between him and Netomi Founder/CEO Puneet Mehta)!

What are some of the major trends and ‘insider scoop’ in the world of CS/CX today?

Today, CS/CX is on the brink of significant transformation. Some of the trends we will see include:

  1. Customer-led growth – an approach that places the customer at the heart of every interaction, and on optimizing their entire experience
  2. Market leaders will be investing and leveraging AI to transform CS/CX
  3. Digital Experience Strategy will be on the forefront of every Chief Customer Officer’s agenda

Today, we are seeing a huge shift in proactive rather than reactive customer service. What are some tips you have for taking a proactive approach to customer care?

In the last decade, and across all industries, we have seen a shift in the mindset and brand engagement behavior of customers to a point where brands have become a part of their identity, and it is undeniable that brands are now part of the customer DNA. We have also found that companies that excel in proactive customer engagement see higher customer lifetime value, lower acquisition costs and better brand loyalists. The beginning of proactive engagement boils down to really knowing your customer – here, data is your foundation to drive the engagement models. A good data management strategy is a must, as the rich customer data, complete with analytics, will fuel actionable insights.

Some other tips include: preempting your customers’ needs based on where they are in their journey, personalization of the customer experience, and remaining accessible across all channels. Make it easy for your customers to connect with your brand – be that through email, chat, messenger – and any social platforms where your customers can engage with you.

In the complex landscape of today, one with shifting customer expectations in the face of pandemic-era living adjustments, inflation, staffing shortages, etc., how do we display empathy for our customers during these uncertain times? Why is this especially important today?

This is absolutely important, and there are numerous ways of displaying empathy for our customers. One is to ensure swift resolutions to their concerns, while also making their experience personalized. Understanding what matters most to them goes a long way, which goes back to my earlier point of really honing in on data, and establishing a feedback loop that allows you to make those data-driven decisions.

Additionally, being accessible is very important. One way to do this is to implement an omnichannel experience for the customers so they can engage with your brand wherever they are, and another is offering always-on support, whenever your customer needs support.

What is the key to customer retention? How do you keep customers coming back for more?

First, it is important to design your customer journey along with internal processes while keeping the customer’s experience top of mind. Aside from the experience, targeting the right customers is also critical to the success of growth. Another aspect to keep in mind is product usability – the lower the effort is for the customer to adopt and maintain the product is crucial.

Make sure you’re measuring and improving the value quotient for customers, and lastly, communicate, communicate, communicate – everything from product updates to engagement. Communication with customers is key to keeping them well-informed and in the loop, and keeping them connected with your brand.

Learn more about our company culture – meet Rupal and the rest of the customer-obsessed Netomi team (plus some goats)!

What We Learned at CXFS 2022: Netomi’s Top 5 Takeaways and Insights

Written by  on   Jul 26, 2022

Last week, customer experience (CX) executives from around the world gathered in Boston for CXFS: Customer Experience for Financial Services to discuss the latest in CX design, innovation, culture and strategy in financial services. Several of us from Netomi attended these two days of thought-provoking sessions about digital transformation in the financial services world, and, like sponges, absorbed the content, nodding our heads along the way. The key takeaway? Today, omnichannel experiences and personalization are both imperative, and many professionals are looking to personalize their CX and embrace more channels beyond just call centers and email. Here, we share our most notable learnings from CXFS 2022: Customer Experience for Financial Services.

Top 5 Takeaways from CXFS 2022: Customer Experience for Financial Services

Financial service companies are investing more in CX

Despite the looming recession, the CX field is burgeoning, with financial service companies investing more in their CX efforts by means of hiring larger customer support teams. Yet, in order to better assist the individuals on these teams, technology (read: AI) is also being leveraged…

Times are changing, and “AI is eating the world”

In his opening address, Mark Ryan, Chief Analytics Officer at Finaytics.ai, noted that “AI is eating the world,” pointing out that, in the next five years, financial institutions will all be using AI in some shape or form. Within the decade, 70% of global financial services will be done digitally. During the pandemic, the increase in mobile app usage soared, with U.S. Bank Vice Chair, Consumer and Business Banking Tim Welsh noting that digital interactions, digital active customers and sales of digital loans rose during this period.

In driving forward frictionless customer experiences, connected data is powerful

Panelists in a session on Battling the “New Normal” Fatigue explored how data and CX have changed, shifting towards the intersection of personalization and privacy, yet personalization with purpose. Emphasis is placed on how data can enrich the experience, rather than ‘make it creepy,’ as data that is rich and ready with insights enables leaders to successfully execute their CX strategies. Moreover, in today’s day and age, personalization is welcome – 71% of consumers expect personalization, and 76% of consumers get frustrated when they don’t find it. How do we reach this level of personalization? Data, quality data such as historic email exchanges, chat and phone conversation records.

Netomi Founder and CEO Puneet Mehta delivered a keynote speech on Day 1 of the event: How Investing in AI Pays Off with Customer Experience

As more people are seeking transparency about the use of their data, central to all of this is trust – a trusted data foundation enables key transformative initiatives, and, as trust comes through the front line staff – business leaders must stay connected with these teams. Netomi Founder and CEO Puneet Mehta, in his keynote speech at the event, also underscored the importance of trust, which is established by providing secure, responsive, and reliable digital services, and needs to be built with a combination of both human and machine intelligence.

As more people are seeking transparency about the use of their data, central to all of this is trust – a trusted data foundation enables key transformative initiatives, and, as trust comes through the front line staff – business leaders must stay connected with these teams. Netomi Founder and CEO Puneet Mehta, in his keynote speech at the event, also underscored the importance of trust, which is established by providing secure, responsive, and reliable digital services, and needs to be built with a combination of both human and machine intelligence.

Provide customers with numerous options, and don’t discount the power of choice

In his keynote session, ‘Redefining CX through Personalization,’ Jim McKeown, VP of Customer Experience and Mobility at Selective Insurance, emphasized three CX Guiding Principles:

  1. Listen to your customers
  2. Keep the “human element” alive
  3. Recognize the “power of choice”

This third point is crucial. When driving along a highway and seeing numerous options for fast food restaurants, customers are more likely to make a selection if presented with a variety than if only a sole option was available, in which case, they may be not inclined to stop at all. Once a consumer feels as though they have a choice, they are more likely to make a choice, and the same applies to the customer experience realm, whereby presenting customers with options to engage on various touchpoints and channels, from email to social media, is critical.

Optimize your omnichannel approach

While choice is essential, it is also important to ensure a connected customer journey throughout. We at Netomi are firm believers in the sheer significance of an omnichannel customer experience – one that enables a customer to interchange devices and move fluidly between channels, carrying context forward with every interaction.

Much to our delight, the concept of omnichannel was a recurring theme that popped up in multiple sessions. Emphasis was also placed on the concept of ‘omni-journeys’ – when it comes to customer experience, the entire journey is what matters, as the channel where customers begin is not necessarily the channel they end up in. For instance, a customer may initiate a support conversation on a desktop computer and later transition to a mobile app, carrying on with a conversation regarding the same issue. Omnichannel refers to a connected experience, and is all about removing friction for the customer, making it as easy as possible with no need to repeat themselves or re-start a task. These cross-channel integrations need to be seamless, interconnected and multi-directional, and empower customers to complete tasks at each touchpoint – from email, to chat, web, and mobile app.

From dialogue on weaving together the omnichannel customer experience, to growing engagement from a digital perspective, CXFS 2022: Customer Experience for Financial Services was an inspiring event that made us excited about the possibilities of AI and transformational change in the financial services realm.

What did you learn at #CXFS2022? What innovations in financial services are you most excited about? Connect with us on LinkedIn and Twitter to share your thoughts with us, and we’ll share ours!

How Does Investing In AI Pay Off In Your Financial Services CX?

Written by Amy Wallace  on   Jul 26, 2022

Today, nearly 9 in 10 Americans use digital apps and services to manage their finances – a 52% growth rate from 2020. Along with this digitalization of financial services, the unbundling of services and a shift from working with one bank to using various apps and services for different financial needs is on the rise. One prediction is that the rebundling of financial services will lead to the “neo-super-app,” which will offer multiple services within one single tool, such as banking products, budgeting, bill payments, or investments.

In addition to these large-scale changes, this is also a time when financial uncertainty, concerns and challenges abound. Amid rising inflation, financial advisors urge that having a plan is more important than ever — and can help to “stress test” one’s investment strategy. However, many Americans are unprepared about their financial futures – about 63% of workers admit they don’t know as much as they should about retirement investing, a recent survey by Transamerica Center for Retirement Studies pointed out. Meanwhile, the survey also found that only 35% work with a professional financial advisor, and, although most workers (70%) have some form of financial strategy for retirement, only 29% have a written plan.

What’s more, the June 2022 American Psychiatric Association (APA)’s Healthy Minds Monthly Poll found that 87% of Americans indicated they were anxious or very anxious about inflation, and 51% are more worried about a potential loss of income. In the United Kingdom, workers are struggling with the biggest drop in pay in more than two decades, as food and energy prices continue to surge, taking a large bite out of wages. In Canada, a recent survey found that 54% of Canadians aged 55+ have delayed retirement due to soaring inflation and high costs of living, while 62% have delayed retirement because they don’t have ample savings or investments.

This doesn’t mean that customer service becomes an afterthought – seven in 10 U.S. consumers say they have spent more money to do business with a company that delivers great service. With shifts in how services are delivered, and to successfully meet the needs of the modern consumer in today’s environment, the importance of customer experience (CX) in the financial world is only pushed to the forefront. How can financial services professionals go above and beyond to deliver exceptional customer experiences, concentrating on the human element of support? Taking a personalized and proactive approach, what if they could dedicate time to helping their clients solidify their savings plans and improve their financial wellness?

The Power of AI in CX for Financial Services

Conversations at scale, and at speed

Customers expect many things (speedy food delivery, online banking transactions completed) instantaneously, and completely tailored to their individual needs and personal context. Today, with conversational AI, companies can interact personally and contextually in real-time with customers at scale, delivering effortless experiences and rapid resolutions to support queries.

By speaking to and picking up from different silos of data, AI can personalize and contextualize every interaction, in real-time. This is key, as customers today have different needs – just consider a tech worker who may be laid off due to pandemic-related cutbacks, or a public sector worker in the UK who is facing wage cuts, and has been starting to consider retirement. Previously, customer service agents needed to access multiple systems in order to resolve a single ticket; AI can do this faster and more accurately than ever before, allowing for ultimate VIP service, at scale. Additionally, through integration with back-end systems such as CRM, the AI can easily pull in data to resolve customer service issues on an individual basis without human intervention.

With finances, the stakes are higher, and customers demand immediate support. Adopting an ‘always-on’ approach to support (because customers can encounter issues 24/7/365), conversational AI can deflect and handle the majority of customer service inquiries, at all hours. This reduces the cost of keeping a human support team on hand, by minimizing the number of employees required after-hours.

Becoming customer advocates

By identifying issues and offering solutions unprompted, this is the space where conversational AI shines – such as reminding a customer to transfer balances from one account to another, or alerting them that, based on their savings goals and spending patterns, there might be a higher interest savings account. This type of customer advocacy is increasingly expected, as customers look to brands to be partners, rather than solely as suppliers of goods and services. Consider a young family who is looking to purchase a home, in a rocky real estate market with rising mortgage rates, and navigating a complex territory that is unfamiliar to them. In such a case, an extra personalized and proactive touch will go far.

Paving the way for ease and speed of service, AI can help financial services professionals dedicate their time to uniquely human care – perhaps helping a client create an investment plan, helping a young couple with their first mortgage payment, or helping an elderly client transition to online banking and bill payments.

Constructing Immediate & Effortless Financial Services Interactions

From inflation-era concerns to the changing nature of financial services and evolving customer preferences, there are a number of reasons why a great customer experience is especially critical today. Helping support teams swiftly handle interactions at scale, while preserving that all-important human touch, investing in AI for a fintech customer experience will pay off, time and time again.

The 12 Most Important Customer Service Expectations

Written by Dylan Max  on   Jul 14, 2022

It’s no secret that customers today have high expectations when it comes to customer service. In order to keep up with the competition, businesses need to meet (or exceed) these expectations. Every business has customers, no matter what field or industry, and it’s vitally important to be aware of what they expect.

What are Customer Expectations?

Simply put, customer expectations are the standards that customers have for a product or service. These standards can be based on many factors, such as previous experiences, what they’ve heard from others, or even societal norms. And when customers don’t feel that their expectations have been met, they’re likely to take their business elsewhere.

There are a few key things to keep in mind when it comes to customer expectations:

– They’re constantly changing: What customers expect today may be different tomorrow, so it’s important to stay on top of trends and changes.

– They vary by customer: Not all customers have the same expectations, so it’s important to tailor the experience to each individual.

– They should be met or exceeded: Meeting customer expectations is the bare minimum — businesses should aim to exceed them whenever possible.

The 12 Most Important Customer Service Expectations

While customer expectations can differ depending on the company or industry, there are some common themes that businesses should be aware of. Here are 12 of the most important customer service expectations:

1. Honesty and Transparency

Customers today expect honesty and transparency from businesses. They want to know that they can trust the company, and they want to be able to easily find information about the product or service. For example, if a customer is buying a product online, they should be able to easily find shipping costs, return policies, and other important information. Companies should not try to hide this information or be vague about it.

2. Friendliness and Courteousness

It seems like it should go without saying, but sometimes it’s easy to forget about basic decency. Friendliness and courteousness are two of the most important customer service expectations. Customers want to feel like they’re valued, and they want to be treated with respect.

3. Being Understood

Customers want to feel like they’re being understood, and they want businesses to take the time to listen to their concerns. This includes everything from active listening to providing support in their language of choice. Customers want to feel like they’re being understood, and they want businesses to take the time to listen to their concerns. This includes everything from active listening to providing support in their language of choice. Active listening is a customer service technique that involves giving your full attention to the customer, paraphrasing what they’ve said, and checking for understanding. This can help to make sure that the customer feels heard and that their issues are being addressed.

4. Innovation

Innovation is one of the most important customer service expectations in today’s climate. With new technologies and platforms constantly emerging, customers expect businesses to be on the cutting-edge. They want companies to be constantly improving and adapting to change. Innovation also means being able to meet customer needs in new and unique ways, like using chatbots or artificial intelligence. Innovation should never be made at the expense of smooth function–after all, the latest and greatest technology is hardly great if it hampers your customer service agents from giving customers the best possible experience.

5. Proactivity

Customers today expect businesses to be proactive, and they want companies to anticipate their needs. This includes everything from proactively addressing problems to offering personalized recommendations. A proactive approach means identifying potential issues and taking steps to prevent them before they happen. It also involves awareness of customer needs and offering solutions or recommendations before the customer even knows they need them.

6. Speed and Efficiency

Customers today want speed and efficiency when it comes to customer service. They don’t want to wait on hold for hours, and they expect problems to be resolved quickly and efficiently. Quick reaction time from customer service is essential in today’s climate.

7. Multi-Channel Service

In order to meet customer expectations, businesses need to provide multi-channel service. This means that customers should be able to reach out through a variety of channels, such as phone, email, chat, or social media. And they should be able to receive a consistent experience no matter which channel they use. In addition to this consistent access, they also want continuity–a conversation that begins on one channel should continue on another.

8. Privacy and Security

With all of the recent data breaches in the news, it’s no surprise that privacy and security are top customer service expectations. Customers want to know that their personal information is safe, and they want businesses to take steps to protect their data. This includes everything from ensuring that data is encrypted to offering secure payment options.

9. Personalization

Customers today expect a personalized experience, and they want businesses to take the time to get to know them. This includes everything from using their name to providing tailored recommendations. Not only this,  but customers also want the feeling that they’re more than just a number. They want to be treated as individuals, and they want their customer service experiences to reflect that. 

10. Empathy

In addition to being understood, customers also want businesses to show empathy. This means that businesses need to be able to put themselves in their customers’ shoes and understand their needs. This is more than just a sympathetic ear or a kind word–it’s about being able to truly understand what the customer is going through. The Human connection is an important one and should be a cornerstone of any customer service approach. 

11. Constant Availability

With the rise of online shopping, customers now expect businesses to be available 24 hours a day, seven days a week. This means that businesses need to have customer service representatives available around-the-clock to answer questions and resolve problems.

12. Customer Self-Service

Finally, customers today expect to be able to serve themselves. This means that businesses need to provide easy-to-use self-service options, such as FAQ pages, online chatbots, and step-by-step guides.In addition, businesses need to make sure that these self-service options are easily accessible and easy to use by their customers. Efficient and convenient self service is not only great for customers, but it’s also cost-effective for businesses. 

How to leverage AI in the quest for customer service excellence

There is power to be realized in partnerships and the strategic combination of forces, and companies using chatbots for customer service can further enhance the CX, taking it to new heights. While platforms can streamline the agent experience and can decrease resolution times, multichannel conversational AI platforms like Netomi are now acting as the first line of defense when it comes to customer support. Netomi’s virtual agents sit alongside human agents to supplement and enhance the capacity of support teams, ensuring the seamless resolution of customer queries.

No matter which platform you choose to implement in your customer service operations, the Netomi AI helps you by taking the best course of action with every incoming support ticket:

  • The AI can automatically resolve common, highly repeatable tickets without having to loop in a human agent (‘auto-pilot’ mode)
  • For more complex tickets, the AI can gather information from the customer or back-end systems, and even draft a response for review, before handing off to a human agent (‘co-pilot’ mode) 
  • For the most complex tickets that require a human hand, the AI can summarize and route tickets to the most appropriate agent for the task 

By leveraging the out-of-the-box Netomi virtual agent integration, companies enhance both the agent and customer experience, while also reducing costs. Other chatbots don’t sit natively within the agent desk, but with Netomi, virtual and human agents work alongside each other, creating an efficient and ultra-powerful customer service team.

AI for CX 101: Deploy an AI Solution with Confidence

Written by Emily Cummins  on   Jul 13, 2022

As part of our new ‘AI for CX 101’ series, we will cover what to expect when you deploy an AI solution, including how to get started on your AI digital transformation journey. Whether you’re early on in the consideration phase or deep into the process, we’re here to provide you with insights and best practices to ensure you are well-equipped to proceed with confidence.

How to deploy an AI solution for your business

Analyze historical data

As with many business undertakings in the digital age ripe with information and insights, it all begins with data. When launching a customer support AI, you’ll first need to analyze your historical data to identify the queries that are highly repeatable and have high volume, those that carry low to medium business risk, as well as low exception management. These are the types of queries that are ideal for the AI to handle. We recommend analyzing data accumulated over a span of at least three months, so trends can be observed over time.

Facilitating the real-time, human-like conversation between a human and a computer, conversational AI enables companies to make every interaction feel relevant, personal and unique – sparking conversations that are driven by intent. What does the customer intend to accomplish from the engagement? What is their sentiment at this exact moment?

For an excellent conversational experience, it is important to understand all of the various ways that people are communicating a single intent. By analyzing this historical data, you are able to not only identify which queries have high volume, but also how your customers are asking questions. For instance, Comcast found that there are 1,700 different ways of saying “I’d like to pay my bill.” By leveraging AI to analyze your historical data, you will be able to train the AI to better and more accurately pick up on the different ways people are voicing an intent, even if not explicitly trained on a specific variation.

Determine the resolution path

For every automated use case, you’ll need to understand the resolution path. While some queries might be straightforward FAQ-type responses with the same responses for every customer, others might be more contextual, and require a different answer based on factors like a customer’s loyalty status, or the resort where they are vacationing. Baggage costs for an airline, for instance, might vary based on the type of seat a person has (i.e. economy vs. first class). Rather than providing the customer with each possible cost, there might be a simple question or two that can help the AI provide just the specific information that is relevant to the customer, and provides the most value to them. There might also be personalized responses that are possible with integrations. Can the AI look into the order management system to find a person’s exact delivery status? 

Research your customers to plan, understand and improve their journey. What type of experience are they looking for, and how can you help successfully orchestrate that experience?

Create a bot personality

Now comes the creative part! To make an engaging AI-driven experience, chatbots should be endowed with on-brand personalities. For instance, do you see emojis and other rich media such as GIFs as representative of your brand? Are shorter-form answers, punctuated with punctuation marks, or text that is more grammatically correct, more suitable? Taking care to define and hone the conversational style will help to create experiences that are consistent.

Design conversational elements

Incorporate greetings, escalations, and conversation topics that are helpful, natural and persuasive, and align with the personality of your chatbot.

When designing dialogue for these conversations, we can also weave in elements that are inherent to human-to-human interactions, such as empathy and helpfulness, also ensuring the seamless alignment with those elements that artificial brains can be trained to comprehend, such as intent and context. Statements of acknowledgment can also be incorporated, which will help to build trust and make the conversation flow naturally (such as: ‘Got it. So you would like to upgrade your room to the executive suite)?’

Integrate with your agent desk, knowledge base and back-end systems

Integrations are a key ingredient to having your AI provide the most value:

  • Integration with an agent desk enhances the customer experience even further, for the ultimate combination of power and productivity.
  • Integration with your company’s knowledge base, so that if the AI is not trained on a particular topic, it can easily source and surface relevant materials for the customer. When the two are used in parallel, this also caters to customers’ desire for self-service, so they can access information that they need, when they need it the most.
  • Integration with back-end systems such as CRM (which houses rich customer data such as prior interactions and order history) allows the AI to pull in data from these sources to resolve customer service issues on an individual basis without human intervention.

Invest in ongoing learning and optimization

Over time, the AI will learn from more customer service interactions, and become more proficient in creating engaging interactions that count. However, as intelligent as chatbots can be, they are not ‘set it and forget it’ type of machines – rather, they require continual training and human supervision. It is important that support teams play an active role to optimize the chatbot’s performance over time, including tracking which queries are not understood and mapping them to the correct topics.

For instance, if a customer asks about extending their hotel room booking in an eccentric way and the AI doesn’t map it to the correct topic, the team can inform the AI of the correct topic the user’s query should correlate to so it can understand it in the future. Additionally, some topics may semantically appear very similar (such as ‘please cancel my service’ vs. ‘please cancel my subscription’, the former referring to account termination, and the latter referring to canceling a plan). In this situation, optimization is required in order for the AI to accurately learn the difference between the two use cases. We can also identify new and emerging patterns or topics, which will keep the chatbot’s knowledge updated as well as improve its understanding of your customers and your business.

Be patient, as deploying an AI solution is an ongoing journey. With some planning and forethought, your customer service team can take steps to AI-powered success.

The 13 Best Live Chat Software Tools for 2023 [Review and Key Features]

Written by Emily Cummins  on   Jul 11, 2022

Finding the best live chat software for your business is a crucial step in providing top-tier customer service. Options range from simple live chat apps to robust customer support platforms for complex sales processes.

According to many reports, conversational customer service is on the rise. Customer inquiries over live chat channels have jumped 36% in 2021. This jump represents the highest increase of any other communication channel.

What is live chat software?

Live chat software is a service that allows customers to communicate with companies in real-time. Live chat provides customers an easy way to access customer support and information. Live chat software enables support agents to interact with customers on a company’s website, mobile app, over social media channels, or via text message.

Why is live chat important?

Think of live chat as an instant messaging service. Live chat is convenient, immediate, and has grown into a popular offering that customers have come to desire and expect. In fact, 79% of customers say they prefer to chat with agents solely because of the immediacy it offers in comparison with other channels. On top of that, 63% of millennials prefer to have their basic customer support queries answered through a live chat widget versus traditional channels.

What are some of the benefits of live chat software?

Here are 3 main benefits of using live chat software:

  1. A cinch to install
    Adding live chat functionality to a website or within an app is quick and easy to implement.
  2. Enables agents to serve multiple customers concurrently
    This translates to faster service times and lower operating costs.
  3. Opens a personal and casual feel
    Unlike the formality of phone calls (and without the hold times), live chat has a back and forth exchange more similar to what one might experience with friends or family.

How to evaluate live chat software tools?

Here are some of the key questions to keep in mind when evaluating live chat software tools:

  • Does it work well with the people, processes, and tools that your agents already use?
  • Does it include AI to automatically respond to common queries?

To help your team realize the full benefits of live chat software and make the most of these powerful tools, we break down the core highlights and features of the best.

The Best Live Chat Software in 2023

  1. Netomi
  2. HubSpot Live Chat
  3. Zendesk’s Sunshine Conversations
  4. ClickDesk
  5. LiveAgent
  6. LiveChat
  7. Olark
  8. Pure Chat
  9. Social Intents
  10. Respond.io
  11. Podium Webchat
  12. Smartsupp
  13. Snapengage

These robust tools are unlocked by an equally robust customer service chatbot, such as Netomi’s, which can streamline the entire customer journey and offer immediate responses to customer queries, with its native integration with leading agent desk platforms such as Zendesk.

1. Best live chat software for mid-sized to enterprise brands: Netomi

What makes Netomi a top live chat software in 2023?

Netomi’s AI platform helps companies automatically resolve customer service tickets via email, chat, messaging, and voice. Netomi holds the record for the highest automation rate, automatically resolving over 80% of routine queries.

Other key features

  • Full customization, allowing agents to customize the chat experience such as embed customer forms to collect data, accept uploaded files, and send a copy of the chat transcript to a customers’ email
  • Natural Language Understanding (NLU) for 100+ languages, to fully understand the customer’s intent, for human-like conversation with high precision
  • Native integrations with agent desks such as Freshworks, Gladly and Salesforce, making it easy for agents to use the systems they already use
  • An intuitive analytics dashboard that displays real-time performance data on key customer service metrics such as AI resolution rate and engagement metrics, also enabling teams to track how well the AI is performing

 2. Best live chat software for teams already using HubSpot or another CRM: Hubspot Live Chat

What makes Hubspot one of the best live chat software solutions in 2023?

Businesses can harness HubSpot’s live chat tool to automatically connect chatters to the right people, route customer inquiries to services teams, and pass leads to the salesperson who owns that relationship. Affording teams complete context and a clear view of every interaction, all conversations are automatically saved and stored in both conversation inboxes and on the contact’s timeline.

Other key features

  • Integration with HubSpot CRM offers full visibility into customer and prospect information, helping your teams provide better support and close more deals
  • Real-time support enables agents to interact with customers or prospects in real-time to understand their direct pains and needs
  • Targeted welcome messages that can be created for different web pages or audience segments, so you can connect with the site visitors who matter, and right when they’re most engaged
  • Contact activity pages allow team members to view historical conversations and their outcomes all in one place, including page views, form submissions, and sales activity

3. Best live chat software for businesses of all sizes who want to deliver rich experiences over chat and across different channels: Zendesk’s Sunshine Conversations

What makes Sunshine Conversations one of the best live chat software solutions in 2023?

As Sunshine Conversations is natively integrated with Zendesk, every single conversation is automatically captured. The Sunshine Conversations Cloud is a software platform that enables businesses to communicate with their customers across popular messaging apps. With Sunshine, businesses can craft rich interactions from scratch, to drive revenue and captivate customers across their entire journey.

Other key features

  • A conversation-focused and centralized agent workspace, allowing agents to see all interactions in one place, and maintain relevant and personal conversations on any channel
  • Conversation extensions, which allow teams to create custom interactive experiences inside the chat window of any messaging channel. Customers can pick concert seats, or view their shopping cart from right inside the chat (see below use case of a hotel booking!)
  • Integrations with Instagram, WhatsApp and Facebook Messenger, enabling agents to stay on top of conversations and customize conversations
  • Integrations to link data to and from all systems, such as CRM, order management system, and inventory database, with platforms such as Netomi
  • Live chat analytics to ​track agent metrics over time to see the impact of wait times and missed live chats, keep track of all past chat conversations, view actionable data on chat volume, visitor experience, and measure the positive impact of chat on your overall bottom line

Note: if you already use Zendesk for your help desk and chat, check out how Netomi can transform your CX with a best-in-class Zendesk chatbot.


4. Best live chat software for small businesses: ClickDesk

What makes ClickDesk one of the best live chat software solutions in 2023?

As the leading live chat app for more than 180,000 small businesses in 100+ countries, ClickDesk has been designed to be simple to use from any device, anywhere, anytime. An integrated helpdesk, live chat, and social media platform, ClickDesk touts itself as a “cross-platform software with a global outlook.”

Other key features

  • Advanced reports, analytics and metrics, such as daily web chat stats, weekly chat stats, and ticket status offer actionable data, enabling teams to make better business decisions
  • Proactive chat greetings, enabling agents to welcome visitors with custom messages based on user behavior, location, URL or the time spent on a page (such as : ‘I see the weather is splendid in London today, are you looking for a leather coat’)?
  • Keystroke preview that offers insight into what visitors type before they send it, allowing agents to understand their visitors more completely, and anticipate their helpdesk questions

Learn more about how Netomi’s fully customizable chat widget can help your team offer 24/7 support over chat!

 

5. Best live chat software for companies looking for a full-ervice helpdesk tool, with 24/7 problem-solving: LiveAgent

What makes LiveAgent one of the best live chat software solutions in 2023?

A tremendous time saver, LiveAgent’s simple (copy & paste) integration connects support teams with their customers within seconds. When customers reach out through the chat application, agents receive a new ticket in the platform’s universal inbox, allowing for seamless communication and prompt replies. The platform routes new incoming chats to the right team members, and dynamically adapts online chat availability as agents log in and out during their shift.

Other key features

  • Video live chat software, so issues can be effectively solved via screen sharing
  • Proactive chat invitations that assist website visitors during different customer journey stages by inviting them to live chat with agents
  • Real-time typing view, allowing agents to preview the text that a customer is typing at the moment, giving them the necessary time to analyze the situation and provide accurate answers, faster
  • Chat embedded tracking allows companies to track events of live chat sessions in Google Analytics to evaluate the impact of live chat on conversions on their websites

6. Best live chat software for converting website visitors: LiveChat

What makes LiveChat one of the best live chat software solutions in 2023?

From email and website to WhatsApp and SMS – LiveChat enables customer support teams to be everywhere their customers are and connect across multiple channels. One of the software’s highlights is its integrations with popular tools such as MailChimp, WhatsApp Business and Google Analytics. With the Mailchimp integration, for instance, website visitors can opt-in to email marketing during their chat experience, with no additional forms needed.

Other key features

  • Inactivity messages to stay in touch with customers when agents are too busy to reply instantly (e.g. “Please leave your email and I will respond to you later”)
  • Chat tags that can be added to chats to give them context, also allowing teams to filter reports using tags to compare numbers between different types of cases
  • Chat boosters to provide customers with instant answers, allowing teams to sync their chat widget with their Knowledge Base to offer self-service prior to chatting
  • Chat ratings to gather feedback to gauge whether customers are happy with their live chat experience and improve customer service, such as post-chat ratings and customer satisfaction reports

7. Best live chat software for smaller businesses and websites that are new to using live chat: Olark

What makes Olark one of the best live chat software solutions in 2023?

Olark’s live chat software and customer data tools help businesses learn from every online interaction. With Olark, businesses can listen to their customers online, learn from live chat data, and, in turn, improve their sales support. Additionally, the platform offers ‘PowerUps’ — specialized live chat features for sales, growth, and customer service, such as live chat translation and visitor insights, that are available to add to any plan with a flexible monthly subscription.


8. Best live chat software for advanced sales and marketing teams: Pure Chat

What makes Pure Chat one of the best live chat software solutions in 2023?

Born with the simple premise to “help entrepreneurs and small teams have better conversations with leads and customers,” Pure Chat is ideal for teams looking to connect with their website visitors throughout the customer lifecycle by leveraging data and insights from chat conversations and user behaviors, to provide a personalized experience at each and every touchpoint.

Other key features

  • A mobile-optimized chat widget for websites and a mobile app for both iOS and Android devices, so teams can efficiently manage live chat while on-the-go
  • Direct integrations with popular software products such as Google Analytics, HubSpot, and Infusionsoft; teams can also use Zapier to integrate with over 1000+ other applications
  • Historical chat transcripts, enabling agents to easily reference previous conversations

9. Best live chat software for teams already using Slack, Microsoft Teams, and Webex: Social Intents

What makes Social Intents one of the best live chat software solutions in 2023?

With Social Intents, agents can chat with their website visitors directly from Microsoft Teams, Slack, and Webex. The platform is ideal for companies that want to use their existing workflow without switching between different tools.

Other key features

  • Canned responses, allowing for agents to reply to customers instantly, send default responses for common questions, and make the live chat process more efficient
  • Proactive Invites to reach out to potential customers with automatic chat invites, with chat triggers based on URL, time, a visitor’s past interactions, and knowable visitor info (such as country and device)
  • Customizable chat widgets to fit a company’s brand, complete with custom colors, logos, text, default responses, and tab styles

10. Best free live chat software: Respond.io

What makes Respond.io one of the best live chat software solutions in 2023?

Respond.io has a small footprint with a potentially big impact, with a “forever free” tier for small teams or individuals who want the benefits of a live chat but without the overhead. Respond.io can provide a better understanding of each customer profile with the inclusion of omnichannel chat history, contact import, and real-time analytics. While Respond.io is a solid choice for desktop communications, it doesn’t have a mobile component, limiting how customers can engage.

Other key features

  • Free, but also offers a paid tier
  • Includes a “supervisor dashboard” for managers
  • A workflow system provides easy delegation

11. Best live chat for mobile users: Podium Webchat

What makes Podium Webchat one of the best live chat software solutions in 2023?

Where some other live chats might neglect mobile, Podium directly engages mobile customers. Users who interact with the Podium Webchat provides an SMS number, and continued assistance comes through text messages. This allows businesses to meet customers where they are–on their mobile phones–rather than in front of a computer.

Other key features

  • Integration with Google Analytics
  • Easy implementation with few steps
  • Fully customizable with user’s brand

12. Best live chat for sales: Smartsupp

What makes Smartsupp one of the best live chat software solutions in 2023?

A live chat is great for customer service, but it can also be a great way to enable sales and conversions. By engaging with your prospects and customers in real-time, you create an opportunity to build relationships, answer questions, and close deals. Smartsupp purports to get the most out of live chat for a business by specifically focusing on conversions. Their platform also includes video recording of customer activity on the site, so employees can more effectively address customer intentions.

Other key features

  • Free version with additional paid tiers
  • Optional chatbot implementation
  • Integrations with all major online shopping platforms

13. Best Live Chat For the Medical Field: SnapEngage

What makes SnapEngage one of the best live chat software solutions in 2023?

SnapEngage is a great choice for medical providers because their live chat is HIPAA compliant. If you don’t know what that means, it’s basically a set of regulations that protect patient privacy. Any businesses in the medical industry have to abide by these rules, and SnapEngage makes it easy to do so with their software. Not only is their chat software compliant, but they also offer a number of features specifically for the medical industry.

Other key features

  • enables interactions with patients from point of access to diagnosis and beyond
  • medically enabled but robust offerings that cover all industries
  • detailed and helpful support documentation

Conclusion

Instantaneous and frictionless, live chat enables customer support teams to connect with their customers on their preferred channels, offering assistance in the moment of need, in a conversational and user-friendly manner. As not all live chat software platforms are the same, it is important to select the one that can deliver the most impact to your support team and your customers.

A Whole New World: Customer Experience in the Metaverse

Written by Amy Wallace  on   Jul 6, 2022

A new space is emerging for customer engagement and interactions beyond online and in-store to be considered.

This is the metaverse, a futuristic concept for many, but one that is taking shape, with a great deal of potential to be the next big thing. Gartner predicts that, by 2026, 25% of people will spend at least one hour per day in the metaverse for work, shopping, education, social and/or entertainment, while Bloomberg posts that the global metaverse revenue opportunity could approach $800 billion in 2024, compared to about $500 billion in 2020.

To back up for a minute, what is the metaverse? A vague but also fairly complex term, Wired author Eric Ravenscraft pointed out that the metaverse “doesn’t really refer to any one specific type of technology, but rather a broad (and often speculative) shift in how we interact with technology.” A seamless amalgamation of our physical and digital lives, the metaverse stands as a unified, virtual community where consumers can play, work, transact and socialize.

Just as the metaverse is (and will) shape consumers’ interactions with technology, allowing them to do cool new things like attend virtual concerts and browse luxury goods, the relationships between brands and their customers will also shift. For customer service leaders, it is a whole new world, where AI can play a key role in helping them successfully navigate the shift, keeping users engaged and fully immersed in the process.

CX 3.0: Customer Experience in the Metaverse

Why is a great customer experience (CX) so important, especially in the metaverse?

As brands start staking out their territory in these virtual worlds, there will be a new kind of customer support to coincide with this. As with any new and novel circumstance, questions inevitably arise. A report from JP Morgan pointed out that, in time, the virtual real estate market could start seeing services similar to those in the physical world, including credit, mortgages and rental agreements. Additionally, in the metaverse, there are opportunities for businesses to profoundly scale. Rather than having numerous store locations spread across cities, for instance, a major retailer may opt to build a global hub in the metaverse that is able to serve millions. With an enlarged customer base, the need for a strong customer experience strategy will become greater.

Evolving customer expectations, big time

We now know that good customer support is sought-after and highly regarded – 77% of U.S. consumers believe that good customer service is crucial to earning loyalty as well as business. Expectations have evolved with time, a recent survey from Netomi found that 65% say they have higher expectations for their customer service experience today than they did 3 to 5 years ago. Does this level of expectation extend to the metaverse? Only time will tell.

Support, delivered in real-time

In the world of gaming, offering in-app support is key to keeping users engaged and lowering the chance of churn or their attention shifting elsewhere (what avid gamer wants to exit mid-game to contact a support team, in the event that something goes awry?) For brands, offering support at the precise moment of relevance is the key to success, capturing both short-term attention and long-term loyalty. Because the metaverse is a highly immersive experience, complete with richer interactions than traditional gaming, support delivered in a timely manner is critical.

“Every company needs to find a place in the metaverse. If companies are not ready for that, then they seriously need to consider their future. Whether it’s services or training applications, everything’s moving this way.”
– Julie Smithson, co-founder of MetaVRse

When it comes to shopping in the metaverse, for instance, newly imagined 3D spaces that are both detailed and interactive encourage shoppers to linger for longer periods of time than conventional websites or mobile apps. Imagine simply scrolling through an app versus ‘trying on’ designer dresses from the comfort of your own couch? With this level of intricacy and technological acumen, consumers will likely come to expect support experiences that are equally as modernized – that carry speed, efficiency, proactive and always-on care. As new and innovative experiences start taking shape, there is the potential for customer demand and engagement to rise.

In the metaverse, we foresee brands leveraging conversational AI in the form of chatbots and virtual assistants. Working alongside human agents to offer immediate resolutions to customer queries, such solutions empower companies to provide the support that customers have grown to expect – quick, convenient, and personalized.

Let’s take a look at some innovative examples of brands that are making waves in the metaverse, for the ultimate customer experience.

3 Innovative Examples of Customer Experience in the Metaverse

1. Lowe’s

Lowe’s helps builders and customers visualize projects. In a move to help customers easily visualize their home improvement projects, home improvement retailer Lowe’s will equip builders of the metaverse with products from its real-world shelves, by making more than 500 3D product assets available for download, free of charge, via Lowe’s Open Builder, a new asset hub.

2. Nike

Sneakers, sports gear, and celebrity sightings. Since its launch in November 2021, Nikeland, the sporting goods brand’s metaverse constructed in Roblox, and based on its real-life headquarters in Beaverton, Oregon, has attracted 6.7 million people from 224 countries. Visitors of Nikeland can socialize, purchase exclusive digital products to decorate their avatars with, and enjoy celebrity appearances from sports stars such as LeBron James.

3. Charlotte Tilbury

Immersive shopping experiences for beauty fans. As part of beauty brand Charlotte Tilbury’s ‘Pillow Talk Party Virtual Beauty Wonderland’, customers can explore and shop the company’s products, interact with virtual 3D experiences, and watch exclusive content such as behind-the-scenes interviews with beauty influencers. With the interactive “shop with friends” feature, beauty fans can shop together in real-time, by sharing a link to the virtual store via email or text, along with integrated video that allows those in the group to see and hear one another as they navigate the virtual environment, together or separately.

AI, Customer Service & the Metaverse: The Possibilities are Endless

Venturing into the metaverse will help brands to tell their stories in a unique way, engage with customers in real-time, and this new realm will likely lead to the emergence of new services and business models. Retail leaders will need to reimagine what a store really is, and with it, there is the opportunity to craft an equally immersive customer support experience in the metaverse to turn their customers into raving fans, in both the virtual and real-life worlds.