No matter what your business is, you will always be king. Your customers can make or break your company. Customers can decide to go to you or to your competitors. You have a duty to win them over to your side. What better way is there to enhance the customer experience?
In today’s competitive environment, the quality of a company’s products and services is no longer able to differentiate it from its competitors.
What is the best way to get there?
Modern consumers interact and make purchases online. digitalization is now a must-have for every business.
What is Digital Transformation?
Microfocus says that businesses adapt to the new technology by changing their business models. The current levels of digital transformation vary according to industry. However, this trend will impact all businesses in future. Digital shift is inevitable.
How to Improve Customer Satisfaction Through Digital Makeover
Make information available online.
The ability to store data online is one of the most attractive features of a digital transformation. In the past businesses stored information locally. Recent advances in cloud-based storage and security have led many businesses to adopt online methods.
It is convenient to provide details about your company online, not just for your customers, but also for your employees. This allows customers to find all the information that they need, without having to speak to customer service agents.
Many online retailers, like Amazon, now let their customers access information about their previous purchases on their company websites. The customer can track their order, cancel it, or return it from the comforts of home. It allows their customer service agents to spend more time on more complex issues.
Customize content for individual users
All it comes down to is personalized content and recommendations. Your offers will be more attractive to users if they are relevant to them.
If you sell products online, for example, you can generate a list based on previous purchases to recommend products.
The strategy you choose will depend on the nature of your business and your goals. However, you can tailor your content for each user to motivate them to act.
Embrace Automation
The continuous advancements of AI-based customer service systems have taken automation to an entirely new level. Automation was dominated by chatbots in the past. The bots would respond to simple questions with pre-programmed responses. These systems can now be more flexible and cater to the needs of most customers.
A survey by Accenture found that 84% of respondents prefer to interact with AI systems over human representatives because they are available 24 hours a day. In the same Accenture survey, 68% said AI systems (such as JustReply), were quicker to engage and 64% said AI systems communicated more politely. It is clear that customers prefer this method.
It’s time to automate your business. Automating basic tasks such as ticket prioritization or follow-up emails will allow your customer service agents to spend less time on these processes and better serve their customers.
Final verdict
Recent technological advancements have had a significant impact on how businesses interact and serve their customers. Some businesses are still resistant to digital transformation, but those who have already implemented it have seen the benefits of a better customer experience, more effective service delivery and a reduced workload for their customer service staff.