Are Your Customers Happy With Their Digital Experience?
Creating an exceptional digital experience is a must for today’s enterprises and SMBs. As consumers increasingly turn to digital media to evaluate and compare products and services, research companies, and make purchases, the digital experience can make or break your company’s success.
Customer needs should guide and determine your digital services. Intelligent, self-learning automated customer service will allow you to provide efficient service to your customers without compromising quality. Based on the analyzed data, businesses can always change the information that appears on the product page and improve the information you provide your costumers based on their own questions, requests and feedback.
SMB owners should know how to listen to their customers and how to connect within their customers’ lives. Yet, small business owners also need to pay attention to how their customers are reaching out. Many consumers have gone to mobile, app-centric communication. Nearly 8 in 10 small businesses don’t have mobile solutions or apps, a recent survey indicates. If your customers are there, you need to be there, too.
With the megaphone of social media, you can have a positive, and sometimes negative impact on a broad set of customers in a short period of time, so think carefully about what you’re posting. If you focus your social media on customer service, explaining new features of a product, rather than simply pitching the product, you’ll make a viable connection. You can then build on that connection with other digital engagement channels, such as messaging or live chat for the one-to-one communications. Use live chat only if your team can answer customer-related questions accurately. Live chat can be infuriating, if not done properly.
It’s important to truly listen. When listening to your customers, take into account what changes your organization should make from this feedback, and then follow through. Happy customers who get their issue resolved tell 4 to 6 people about their experience. So that’s a way to significantly influence the word of mouth about your business.
Delivering a high level of service online is a huge opportunity for SMBs as it amplifies the value of their customer experience. Remember that successful customer service is founded on strong corporate values and employee happiness. Research proves that employees who champion a passionate, enthusiastic purpose are likely to deliver more meaningful customer engagements.
To transform your customer service tools online, contact ARK Solutions for a free consultation.