Using Airkit to Create an Advanced Customer Experience

January 12, 2022 | Ananya S

You are on the lookout for a new couch to replace the one your dog tore apart. So, what exactly do you do? Open up your laptop, type ‘couches near me’ into the search bar, or you visit a website you might be familiar with, such as Ikea or HomeGoods. When you are browsing the website, pesky little chat pop-ups appear, asking if you need assistance, and when you close them, you run into other problems such as coupon pop-ups that stay on your monitor screen incessantly, or your shopping cart taking longer than expected to load, all-the-while hitting essential roadblocks that prevent you from making the final purchase.

Due to frustration and annoyance, now you have completely abandoned looking for a new couch online, dissatisfied with the online experience. A negative customer journey experience is the term for the procedure you’ve been put through. It’s the overall experience a customer gets while communicating with a brand. It’s the entire customer journey, from brand discovery to purchasing and beyond. The customer journey focuses on how a customer feels after interacting with a brand and not just the transactions. In our example, due to the company’s broken website and features, you have probably reconsidered purchasing from that said company again.

The Problem

So how do we resolve this issue? The main problem lies in the back-end of the customer journey experience. It is fundamentally messed up as most customer journeys today are anything but seamless. They’re slow, painfully manual, and devoid of any context. Everything we create should be adaptable to the circumstances in which our customers find themselves. What most businesses fail to consider is that not every client interaction is represented equally, whether it’s securing a sale or responding to an emergency. They need to focus on a customer’s most essential moments and individualize the customer journey to build a long-lasting relationship with the customer for future purchases.

Customers have every right to expect that earlier interactions, such as their orders, requests, and phone conversations, will be remembered by the company at all times. And now thanks to technology advancements, this level of personalization for a customer’s journey can now be produced seamlessly, and Airkit provides quick and effortless multi-level solutions to address and alleviate these customer journey concerns.

The Solution

Airkit creates digital, low-code customer experience (CX) automation solutions that enable Fortune 500 and large firms to reduce expenses, improve customer satisfaction, and grow revenue by providing tailored cross-channel interactions. Customers can create data flows, construct custom APIs, leverage a selection of pre-built or custom connections, manage cross-channel customer journeys, and develop apps using pre-built components and templates utilizing the company’s platform.

Security and Data Encryption

Airkit provides its users the ability to build their own interactions easily by using drag-and-drop elements such as data, forms, controls, triggers, user interfaces, user actions, data manipulations, conversational channels, and more using Airkit’s templates. Besides a personalized experience, Security and Data Encryption are also services offered by Airkit. Data, including data transferred between Airkit and third-party applications via API calls, is encrypted both at rest and in flight. With SAML (Security Assertion Markup Language) 2.0 single sign-on, customer apps, and data are stored in distinct secure logical domains per enterprise. Snapshots of application and client data are saved in authentication-protected, encrypted storage on a daily and ongoing basis.

Digital Self-Service

Airkit also provides solutions to Fortune 500 companies and leading Enterprise brands to quickly construct digital customer experiences across the web, text, chat, and voice. This is provided through Airkit’s cloud-based Customer Experience Automation platform which connects potential leads to a company’s sales team, automates self-service appointment settings (and reminders), and enables smart data collecting. Here is a quick breakdown of the various solutions Airkit delivers for Digital Self-Service

1. Call diversion to digitized self-service

This can help your business manage excessive call volumes. Customers have the option of remaining on hold or receiving an SMS with a link to schedule a callback.

2. Schedule

Allowing customers to select a time and date for their appointments automatically.

3. Business Hours

Option to customize your business’s working hours, holidays, and any other special dates that may arise.

4. Omnichannel nudging

You can reduce no-shows using omnichannel nudging (email or SMS) for meeting reminders or retries.

5. Self-service

No matter where your consumers are (online, email, voice, or chat), they will have access to digital self-service tools like scheduling work orders (installation, maintenance, and repair).

6. Client Data

Capturing client data digitally using smart, reflexive digital forms (e.g., service issue or in-person service request) and delivering personalized views based on the customer’s profile.

7. Integrations

Integrate with your existing systems to automate customer experiences, monitor requests, and connect with third-party partners based on system data.

8. Customer Service

To monitor and enhance client satisfaction, you have the ability to send follow-up customer surveys after each in-person service.

These are just a few examples of how Airkit provides its customers with a cutting-edge digital customer experience. The company has made inroads into various industries including finance, healthcare, eCommerce and retail, insurance, and even energy utilities. This is just the beginning for Airkit as the start-up has enamored many businesses, is growing rapidly and is set to be the vice of the new future for customer experience enhancement.

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