Customers are the primary stakeholders of a company and provide the foundation for its success. If a company wants the wheel of its profitability and growth to keep rolling, then it needs to focus on Customer Service, which is one of the most important cogs in the wheel.
The evolution of technology-driven communication has transformed a customer journey in many ways. It has not only become dynamic but also much more unpredictable than ever before. It has forced the organizations to go beyond the traditional mindset and focus on customer experience. Customer service is now about strategic solutions that meet the evolving needs of the digital-savvy consumers.
Last few years have seen a surge in competition among brands to deliver end-to-end customer experience (CX). The exponential increase in online users, along with the ever improving connectivity between businesses and consumers, are the prime factors that have forced enterprises to focus on digital customer experience. Apparently, it has evolved as one of the ideal methods to keep pace with the target audience. Moreover, digitalization has also opened up many opportunities for businesses to surge ahead of their competitors.
The conversion rate is an ideal means to measure the efficiency of a business. A company can have one of the best offerings in the market, yet most its prospects abandon the purchase and hesitate to convert into customers. Inefficient customer service has often been one of the primary reasons for low conversion.
There are various steps taken by digital marketers to convert the website visitors into customers. However, with the ever-changing web environment, the techniques for conversion rate optimization (CRO) also have to evolve and keep up with the new trends. Otherwise, the mundane digital initiatives can end up making the brand irrelevant.
There are many potential benefits of being able to chat directly with your website’s visitors. These advantages make live chat a critical communication platform for all businesses focused on delivering an enhanced customer experience.
Live chat can be a huge advantage for online business models, especially e-commerce. It’s because the platform enables the businesses to attend to their online customers in the same way as they would with customers in their physical store.
Mobile responsive sites have settled as a norm and by now you must have decided to go on full throttle on your mobile strategy. Google has already introduced the mobile-first strategy which would consider the mobile ranking of the page as final. Statistics say that mobile users are on the rise like never before and has already superseded the desktop users. With all this in the fray, you must be thinking of formulating new engagement strategies for your audience accessing your site on the mobile phones. You are not wrong as it is the ripe time to do so.
Customer engagement is defined as a non-monetary activity between the customer and a brand for understanding the customer better. It helps to build more trust and loyalty with the identification of newer marketing opportunities. In the digital age, multichannel customer engagement is slowly becoming mandatory as customers want a multichannel presence as they are present in multiple channels and expect their favorite brands to be present as well. This helps in both proactive and reactive engagement of customers making brands identify new marketing initiatives. It helps in reducing customer churn by identifying predictive customer behaviors that indicate the probability of customers becoming disengaged. Multichannel customer engagement also drives higher value and helps in building more brand loyalty and creating a long-term relationship.
Lead generation is the key concern of the marketing and sales teams, and it is imperative to not only generate leads, but sales qualified leads. The digital marketing eco space is certainly a great place to generate leads. But before even collecting the leads the question arises why would anyone give their contact details and other information. It won’t be certainly for you to contact them and sell them your products and services.