Modern customers prefer an ongoing relationship to a series of isolated transactions. Customers who have a personal and emotional connection to a company are 3x more valuable for long-term commitment and more likely to recommend your product to others.
With digital transformation approaches such as instant service, seamless omnichannel experiences, and continuous online availability, companies are now bringing customers closer.
Here are some current digital trends that are helping companies improve and personalize the customer experience.
1. Start automation
The survey found that 84% of consumers prefer to interact with an automated computer system. This automated system is available at any time. They are less biased and faster. As a result, the system improves the customer's overall digital experience. If you're not already using automation as part of your digital customer experience strategy, we recommend getting started now!
Let's discuss the advantages of using automation in your business:
Saves time: Waiting for a response can be time-consuming for customers. Automated responses engage and provide faster service than human consultants or customer service. Because, nowadays, customers expect a response from the service within an hour, regardless of the date or time.
Reduce bias: Clients sometimes feel that consultants are rude or biased. By using automation, you minimize this risk as communication cannot be biased and will always be polite!
Increase team efficiency: To increase team efficiency, team members' time on basic processes like email follow-up and ticket prioritization should also be automated so that the digital customer experience changes for the better.
2. Personalize the Digital Customer Experience
One study found that over 75% of consumers are more likely to enjoy digital customer service if a company offers any of these three services:
Being recognized - Consumers are more likely to shop online if they are known by name.
Being offered relevant recommendations - Customers are more likely to spend money online when they receive recommendations based on their past purchases or choices.
Being remembered - Keep in mind that shoppers are more likely to make a purchase if the company knows their purchase history.
For example, Netflix is a streaming app that focuses on personalizing the digital customer experience and improving the customer journey.
3.Consistent customer journey through seamless omnichannel
Technology has provided customers with the luxury of multi-channel. Customers sometimes feel that a new interaction on another platform is a new journey. However, customers often want to feel familiar, so that new interactions across different platforms are an extension of the same journey. One can overcome this challenge by providing a seamless omnichannel as it leads to:
Consistent customer experience: When you deliver a consistent customer journey through a seamless omnichannel, it leads to customer satisfaction and loyalty, says McKinsey.
Lower cost to complete: A good, seamless omnichannel experience leads to customer satisfaction, which leads to happier customers! Satisfied customers mean fewer customer service/service channels, which pay the cost of problem resolution.
Companies are connecting business models, harnessing the potential of their customer data, and driving continuous improvement to serve customers with a consistent and consistent experience, regardless of channel or device.
Increase team efficiency: To increase team efficiency, team members' time on basic processes like email follow-up and ticket prioritization should also be automated so that the digital customer experience changes for the better.
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