By TP Sharafudheen
When digital infrastructure matures in a business ecosystem, it is necessary to redesign business ways at par with the interests, preferences, and demands of the customers. Without smart and intelligent customer engagement, it is not possible to win the market at large and customers at a particular level.
Placing an analytical effort into digital customer care will elevate number of customers and can increase sales at the same time. Market administrators need to see the importance of giving special attention to the digital consumer experience when it comes to achieving their revenue targets and brand equity, which will significantly reduce costs and create more satisfied customers.
Studies indicate that e-care is the promising future of customer service. According to a survey, by digitizing customer service, customer satisfaction can be increased by 33% and cost can be cut by 25 – 35%.
It a vivid that digital technology has profoundly changed customers’ habits. E-shopping platforms and online CRM support have sharpened the decision making of every customer and they want to get what they desire almost the exact moment they wish for it. Thanks to the widespread digital tools in this technology era, customers have become perfect market-savvy and they can make the right decisions within seconds by comparing prices of products and checking reviews.
Implementation of careful online strategies, proper planning, streamlined customer processes and eradicated inconsistencies and errors are required to build strong customer support. Organizations who did not consider this as a serious affair in the sales and marketing plan have already been wiped out from the hearts and preferences of the new generation customers.
Prior to buying something buyers now follow a complete process of browsing, research, reading reviews, asking peers for recommendations etc. Throughout this process, you will need support to answer the queries related to the products. In those situations, “Programmatic Advertisement” addresses this smart way of digital shopping trends.
It is just the medium that has changed, however, the underlying theme of customer care has not yet changed and customer service is still all about resolving issues for the customer. Now the only difference is that companies need to be available across all digital channels to truly boost customer experience. When you can create such an environment for customer support it is very easy to win any cross-selling and up-selling deal.
The simple rule of customer service includes texting, chatbots, answering multiple phone lines, sales presentations, social media presence, co-browsing, and much more. Among these Co-browsing is one of the best tools when it comes to providing top-notch digital customer service. With the help of co-browsing, customer service representatives can view and interact with the customer’s wall or virtual space, making it simpler to solve queries without a long time waiting. Customers can see live what customer service reps are doing, so they feel safe, and this builds up a sense of trust.
Many statistical studies show that co-browsing brings down call handling time by 14%. This enhances the customer experience and reduces cart abandonment. In fact, compared to other online customer service support co-browsing users achieve a 7.2% annual increase in this key metric, however, others experience a minimal change of 0.2%. Companies using co-browsing enjoy a 2.4% annual decrease in support costs year-over-year.
Chatbot support is barely over half of the cost of any call center operations. Live chat of intelligent bot enables real-time communication with customers and reduces response and support times too. Through this seamless technology, the buying option is possible 24*7 even during holidays. If you really want to differentiate your business and enhance customer experience, now is the right time to provide your on-demand support to your customers. It is compulsory to make sure that your customers are getting their issues addressed as swiftly as possible.
Promptness in service is also one of the remarkable metrics to assess the quality of customer service. Instead of taking calls, or replying to lengthy customer questions through email, switch to the intelligent advanced customer support of live chatbot or process bot. According to one study, over 90% of customers feel that the ‘live chat’ button gives them confidence that they can find help if they need it. It’s a vital message that when you automate your services, you leverage the customer by properly facilitating and providing them maximum satisfaction.
In every industry you need to develop clear service standards to ensure your service meets the business requirements of clients whether it is offline or online customer support. Adopting such SLAs in every aspect of your service delivery creates clarity and optimal contentment between client and company. Declare resolution time and minimum response time and set your own standards for solution delivery so everything can be measured and monitored and based on those business intelligence you can improve your customer support qualities.
If you are not able to make life easy for your customers, you will lose them. On the flipside, the agility you bring in your actions and efficiency will define the impression of the customer support system. Hence it will lead to winning more customers’ hearts.
