Technology and communication channels are extremely important factors in the effort to improve the user experience in the era of digital innovation.
Properly used, technological infrastructures such as communication channels can bring you significantly closer to your customer and increase the interaction between the user and the business. On the other hand, if they are not used properly, technology and communication channels can become a barrier that negatively affects the feelings of the user towards your brand.
Aware of the importance of technology in user experience management, we developed software that allowed companies to focus more on the contents and dynamics of interaction with their customers, reducing, at the same time, the problems arising from the governance of technological infrastructure for multichannel communication.
Factors improving the customer experience: our vision
Thanks to the experience acquired, we made available customer-centric solutions that are characterised by being easily adoptable within business processes. Below we describe the key factors and technologies that enhance the organization’s ability to improve the customer experience of the user:
Cross-channel and preferential use of the channel: Owing to Braininteractive it is now possible to control all of the company’s channels in order to communicate with the user through multichannel, in different modes and timeframes, without any loss of the historical interaction and through a centralized control of the interaction dynamics and integration with IT systems (both software and hardware). This way, the user benefits from the ability to use the preferred channel to communicate with the brand, without being affected by the change in channel used or by loss of information. The perception of being able to make a choice in terms of communication represents a winning factor in the strategy of listening and communicating with the users.
New channels and technologies: Social media and latest generation Devices are the channels registering highest growth (+30% yearly) with regard to their use for the request of support or information about products and services. Using mobile applications or social channels (mainly Twitter and Facebook) as communication channels allows the user to get a new customer experience, completely different -but complementary- to traditional channels. These channels are an important element for effective communication; they also have management costs that are lower than those of traditional VOICE, MAIL or WEB channels.
Braininteractive allows to control communication contents and dynamics, also through Social and Mobile channels. We use technologies for the recognition of human speech and the ability to define conduct and business rules that are useful to the user.
New Social & Mobile channels | Braininteractive
Self-Service: Extending the support service to users by increasing the channels of access to information (self-service channel) allows the user to obtain information with no waiting time. We offer solutions for customer care in self-service mode through which the organization can significantly improve the service quality of customer support.
Proactive dialogue: Thanks to the editing process and the integration with back-office systems, Braininteractive is able to communicate with you in a proactive manner. Through multiple channels (SMS, WebChat, Human Digital Assistant), you can deliver content in One2one mode, improving the user’s perception of the effort made by the brand to deliver highly customized and proactive content.
User Engagement | Braininteractive
Virtual Assistant: Designed to give a human-like face to the web channel, digital assistant is able to establish a dialogue with the user in self-service mode and can easily substitute the assistance provided by the human resources. In the vast majority of cases this results in an increase of user engagement accompanied by higher conversion rates, as well as a decrease in page abandonment and bounce rates.