Customers don’t just want to be pleased—they want to be engaged. Recent trends show that customers have high expectations for online brand engagement, but at the same time want an efficient online experience. They don’t separate site navigation, helpfulness, and ease of use from the product or service you sell. In fact, a Harvard Business Review study found that “…customers who attempt to self-serve, fail, and are forced to pick up the phone, are 10% more likely to be disloyal than customers who were able to fully resolve their issue in their channel of choice.”
So you know you have to get it right the first time. You’ve probably learned that emotion is a key driver in turning customers into loyal advocates. Emotion also influences buying decisions. Imagine extending a positive web-based emotional experience with a 3D, interactive, virtual assistant. Extensive research by Byron Reeves at Stanford University found that interactive characters who express social roles, emotions, and organized personalities that match a company’s brands and transactions, motivate online decisions. In addition, he discovered that interactive virtual assistants encourage customers to return over time and increase the trust of online information.
At CodeBaby, they’ve built these attributes into interactive virtual assistants. They demonstrate human expressions, gestures, animations, textures, voices and scripts but avoid the creepy Uncanny Valley.
Additionally, the character conversations are carefully mapped out to optimize the online experience by helping customers navigate, select products, get answers, browse and shop, fill out forms and register for loyalty programs. Customer experience and loyalty managers now have a new tool to transform online transactions into social conversations in the customer’s channel of choice.
About the Author
Audrey holds nearly 10 years of B2B/B2C sales, marketing, and communications experience. She manages the content strategy and development for multimedia campaigns and digital marketing programs at CodeBaby. She also has wistful aspirations to be a globetrotting mega DJ.Follow on Google Plus Follow on Twitter More Content by Audrey Dalton