As the name suggests, telemarketing refers to reaching out to prospects in order to sell your products and services.

But as easy as it sounds, telemarketing is not a piece of cake. It requires a unique skillset to persuade people into buying your products and if your agents lack that skill, not only your sales will suffer but you’ll risk losing your potential customers.

To get some further clarity over this topic, let’s start by discussing the pros and cons of telemarketing for your business.

Pros of Telemarketing for Business 

1. cost-effective 

This is probably the biggest advantage of telemarketing. It can save your business a lot of money as compared to hiring an outside workforce. As it allows you to directly speak to prospects, you can use your convincing skills to sell your products.

While some customers can’t make the purchase right away, you can still use them as leads and contact them in the future regarding the same.

2. The interaction is more personalised 

The best part about telemarketing is creating a personal touch.

You can interact with your customers and get to know about their preferences, needs, interests and what they look for in a product which further allows you to serve them in a better way.

Also, unlike text messages and emails, using telemarketing will land a quicker customer response.

3. Lets you expand your sales territory 

Telemarketing gives you the freedom to connect with clients from all over the world. That means you can go beyond any geographical boundary to take your services to the global market.

This way the brand value of your product will rise and you’ll be able to generate new leads. Like every coin has two sides, telemarketing also comes with its own set of disadvantages which you must know.

Cons of Telemarketing For Business 

1. It is considered interfering 

With telemarketing, you can get in touch with your customers on a personal level but most often businesses are not able to leverage telemarketing to its full potential.

What’s the reason behind this?

It’s because of the fact that telemarketing calls are often considered as interfering and disturbing by most of the customers.

Nowadays, people are so involved in their daily routine that they don’t have the time and energy to listen to someone telling them about their products. This is the reason why customers get irritated by telemarketing calls.

2. Inability to contact customers

People get tired of getting spam calls from unknown numbers. Most of them register their number in the Do not call list to get rid of the spammers.

This can be a good thing for them but can affect your business negatively as your agents won’t be able to reach out to the potential customers who might be interested in your products.

3. Can be costly

Though telemarketing is economical, there are some aspects related to it that may be expensive. Let’s take customer lists as an example. Most of the customers mentioned in the list may not even be interested in buying your products and you may spend many hours contacting them but still not get a response.

Also, training the staff members for making telemarketing calls can be a costly affair.

Also Read: Advantages of Outbound Call Center

Conclusion

Now that you have got a clear picture of the pros and cons of telemarketing for your business, you can make wise use of the benefits it has to offer and work your way to minimize the disadvantages.

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While the whole concept of work has changed around us and lockdown has become the new normal, it is easy to lose touch with your customers. But one way of making sure your business doesn’t suffer from customer loss is to assure your customers that your inbound and outbound call center services are still available for them. 

There’s absolutely no clarity since when we’re stuck at home, so why not consider social distance as the opportunity to evolve into a more responsible business? 

Check out the top tips for boosting customer engagement while working from home 

Top 5 ways to enhance customer experience during lockdown

1. Keep your website up-to-date 

With a lot of uncertainty around us, businesses still have a responsibility to meet the customer demands and ensure credibility by providing customers with relevant information about their functioning. 

Posting regular blogs on your website is a great way to keep your customers intact. As they will know that your business is still operating from home, they’ll reach out to you for assistance and more visitors on the website will definitely boost your google rankings. 

You can create a list of content ideas such as blogs, company updates, FAQS, and industry news and plan when you’re going to schedule them. 

2. Providing better employee experience 

Employees serve as the pillars of an organization. It’s a well-known fact that employees with great experience at work will attract valuable customers. Therefore paying attention to the workforce should be of utmost priority. 

One of the best approaches towards ensuring a great customer experience is to discuss ideas with your workforce and go through the customer feedback to get input about what are the major concerns that customers are facing during the lockdown. 

When you know what your customers are most likely to ask, you can prepare your staff with proper answers. As customers are jittery due to the pandemic, the confident answers of your employees will build a positive image of your brand in their minds. 

3. Know where your business is lacking 

While it is crucial to prioritize tasks and assign deadlines to the staff to maintain the streamlined flow of work, there can be many problems which the staff members may face while working from home. 

It’s not only the duty of senior officials to listen to those problems and analyze them, but it is the need of the hour for organizations to recognize the issues that might prevent them from delivering the best customer experience in lockdown. 

4. Effective use of social media

As most of the aspects of our daily life have shifted online, customers are using social media platforms more than ever. 

Therefore, it is now the best time for businesses to use social media to their best advantage. An account with regular posts about work-related activities builds an active online presence that leads to customer engagement. 

For instance, posting images of online meetings and appreciation posts for your team members will not only have a positive impact on the followers but will also boost the enthusiasm of the team as they’ll feel valued after getting recognized for their work. 

5. Focus on building customer relationships 

Getting a new customer base is far more complicated than restaining existing customers. Therefore, implementing marketing strategies that will prioritize customer retainment is the smart strategy that businesses must consider during the lockdown. 

One way of building customer relationships is to be transparent while communicating with the customers and helping them to solve the issues they face.

Update them if there are any changes in the products and services that you offer. You can also consider making the website more user-friendly so that the consumers can make the purchases more conveniently. 

Conclusion 

It can be said without any doubt that the global pandemic has put the capabilities of business at the test. At this time, the main focus of the business should be to show their customers that they are valuable. 

The above-mentioned tips can help your business to improve the customer experience while working from home. 

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Let’s talk about statistics:

41% of the modern-day customers, expect companies to reply to their emails within a time frame of 6 hours and not more than that. Only a small percentage of 21% of consumers believe that it is okay for companies to take 1 working day to reply. The new-aged customer is vivid and is on the lookout to get answers immediately or within a short frame of time. What happens when they don’t get replies as expected?
Other statistics show us that, 71% of consumers expect to get answers from live chats within 5 minutes. If they don’t get it, then 48% of them will move on to another company.

The statistics tell us that if you as a brand want your customers to stick with you, then “Customer Satisfaction” and “Low Response Time” should be your priority. Your customers are your main source of revenue and losing one can cost you a deal. According to Salesforce, Attracting a new customer is 6-7 times more expensive than retaining a current one.
Well, this makes it clear, how important your customers are for your business. Let’s dive deep and understand how you can achieve a greater customer satisfaction ratio with a reduced response time.

Modes of Communication

New-aged customers know various ways to connect with you. Communication is now not only restricted to phone calls or emails. It has stretched its wings to a number of new verticles like Live Chat & Social Media. With communication now being digitalized, the customer understands the peculiarities very well and leverage these for their own good. Customers want real-time solutions and often indulge in live chat.
The below chart shows what mode of communication customers are now choosing over phone calls.

How to improve customer satisfaction

Now that the statistics say it all, the question here is how can you modernise your resources and match up to your customer expectation. The answer is simple. Implement and leverage the power of modernised technology with your present resources. As easy as it sounds, it is extremely easy to use as well. Being a pioneer in offering world-class cloud-based communication solutions, Girnar Care has come to your rescue.
With our modernistic approach to solving daily communication hurdles, you can top your game easily.
To sum up, the below approaches in amalgamation with our new technology will boost your customer satisfaction ratio in no time.

Boosting Customer Satisfaction

1. Understand your customers:

Understand what your customer expects from you. Make use of surveys and take customer feedback to learn what they are looking for. Continuous real-time feedback will boost your marketing strategy and shape them accordingly. With features like IVR and SMS, you can ask your customers to provide you with feedback for the service you offer. These solutions are automated thus saving you time to call each customer personally. Questions like what is the best-suited channel of communication, Are there any issues customers are facing, etc can be easily asked via feedback forms.

2. Use Helpdesk:

Girnar care Helpdesk software helps you to streamline all your communication channel and other resources into one dashboard for you. This dashboard is easy to use and help you streamline your processes. It creates tickets for each query received on every channel of communication. Which further helps to prioritize communication. Most importantly, it saves time for your agents to toggle between various communication channels. 

3. Use Chatbots:

These can prove to be a game-changer for your business. Firstly, they help you to answer your customers on an immediate basis. Secondly, it automatically sorts out incoming customer queries. Thirdly, chatbots answer regular incoming queries without human intervention. Last but not the least, it saves up a lot of your employees time and depletes your response time to a great level.

4. Offering Self Support for high customer satisfaction:

Many customers can come to you for the easiest of queries and some can come to you for the most complex ones. It is important for you to answer to the complex ones on a priority but then this doesn’t; mean that you should ignore the simpler ones. An easy way out is to utilise self-support options or an elaborated open-to-all knowledge base.

Attributes which add to the customer satisfaction ratio

Harness the power of these modern tools and techniques and see how can you yourself boost customer satisfaction ratio in almost no time. Not just fast response but a quality response is the key.
If you are not leveraging these solutions, then this is the right time for you. Call us now and learn how to make your customers happy and improve your brand reputation.

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Consumer perception of service

What exactly does your customer think about your brand, products, services, quality is consumer perception. In other words, the customer’s viewpoint about your business, his feelings about your brand, one’s direct/indirect experiences etc. By observing & examing the result of your customer opinions, you can detect current customer pain points and enhance the consumer experience.
Perception is often linked to one’s expectation. Consumer Expectations are actively evolving, the result of the evaluations tend to shift over time. The evaluation will vary from person to person and from time to time. What one may consider as quality can often be denied by the other.

Why does customer perception matter?

According to various surveys and reports published, factors like price and product will not be crucial any more. What tops the list this season is customer experience. Brands need to be on their toes to please the customers to provide maximum customer satisfaction.
The brands which are not currently spending time, efforts and budgets in enhancing customer encounters are at risk of slipping back. According to surveys by McKinsey, many businesses are already taking stock of their support and services efforts, with 50% of survey customer-care leaders rating investing in new technologies as one of their top priorities over the next five years.

Great experiences will shape long-term relationships(good/ bad) with your target customers. These relationships that a consumer establishes with your business is very crucial. Always keep note that each and every connection that your brand has with your target audience should be different. The encounter shall affect customers. Moreover, it should positively affect their perception.

Companies that develop healthy customer perceptions for their products and services will evolve better. They do more impact and leave more influence on potential customers. This further helps in indirect ways to build one’s brand as extraordinary when matched to other brands.

Ways to Improve Customer Perception towards your brand

Have real human interactions:

Make sure you put your customers before your processes and strategies to acquire data. Yes, processes are important and vital to follow the right method, but make sure it doesn’t overboard your customers. Have realistic human conversations with your customers to understand their problems and provide them with a timely solution.

Make sure that you are reanalysing your approaches. Evaluate your brand. Understand if you are proactive or reactive while you connect with the audience and customers? Do you get to the right problem? Or all you do is scrape out information when the problem rises more? Have a check on this.

Emotional connection:

Your doing and expressions does a lot of influence on customers. To develop and make more powerful connections and foster a real, healthy and positive experience, your brand must work for it. Try and actively express long-term care and dedication with your relationship at every touchpoint.

This job needs your brand to delve past the covering and actively hear to a consumer’s requirements and purpose. Understand them, show them empathy and work a way out for them.

Encourage and allow them to express more openly and freely about their interests, concerns, or grievances. The higher they exhibit, the larger chance you will have to penetrate into their motives and plans. You will be able to expertly lead them towards the aspired result with a personal and empathic approach.

Offer great solutions:

A customer invests his time and money and aspires to be satisfied with his wants. As a brand, you are responsible to make sure that all your customers are content with what they have enrolled for. They shouldn’t be left unheard, frustrated and irritated. Moreover, all of this will lead to poor customer experiences. In other words, ensure that you offer them timely solutions and make a way out for their dilemma.

Feedback is a must:

You cannot enhance customer perception without identifying what your consumers think about your business. Moreover, you don’t desire to stop doing something that people really like. By accumulating consumer feedback, you get to understand what your consumers feel about your brand and every other aspect that matter.

Brands can indulge in taking surveys and feedbacks in numerous way to have an in-depth understanding of what customers want. Likewise, it stands very important to take timely feedbacks to work out better ways.

Conclusion:

The bar for customer expectations is increasing rapidly. Customers aim to reduce the problem included in landing at a solution to their dilemma. They need you to know that their contribution is important and you should value it.

If you neglect to understand this transformation, you can assume your brand perception to get a negative hit. But if you move in the right direction while laying stress on the importance, you and your brand will reap the benefits.

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So here we are in the new year 2021, with our innovational ideas changing landscape of the year 2020.

With technological advancements and creative ideas, industries are again booming to cater to customer demands. The pandemic is still here with an unknowing uncertain time period but it cannot stop us from doing what we can do. To stay in the game, we have tied hands with face-growing technological advanced to ace the art of customer satisfaction. This blog will cover the top 3 trends that business entrepreneurs should watch out for in 2021 that will provide great customer experience. So let’s get into it.

Top 3 Trends to watch out for in 2021 for great customer experience.

A modern-day customer has evolved in dynamic ways. He doesn’t want a nice or average experience. He wants something big, exceptional and life-changing. The competition is huge and so are the customer demands. A wise customer knows what he wants and will always consider his options before investing. He is smart and practical and understands his needs. For attracting him, business entrepreneurs all around the world are working to formulate strategies which can lure him in. And here comes our exceptional technologies that have paved ways in which one can achieve to create extraordinary customer experiences.

Below we will take about three rising trends that are going to shape Customer experience in the year 2021.

Advanced Artificial intelligence

The term artificial intelligence (AI) has been a game-changer. It has actively transformed how business enterprises work and connect with their target audiences. As this conventional technology becomes popular each day, customer worldwide are becoming responsive and gradually accepting it. The reason behind its acceptance is a shift towards a great experience that a customer gets when he uses AI-powered solutions. Moreover, if we go along with the statistics, 62% of the consumers are proactively accepting Artificial intelligence to certainly improve their experience( SALESFORCE).

According to Gartner, 15 % of the entire consumer service interactions by 2021worldwide will be fully powered and assisted by Artificial intelligence tools. Business enterprises that are currently using AI-powered Chatbots and virtual number/ virtual assistants to boost customer experiences.

AI-powered solutions help to provide:

• Timely addressing customer problems, providing immediate resolutions and improve communication between both the parties.
• Initiating personalised communication with customers.
• Re-defining customer experiences.
• Decreased wait time, call-hold time resulting in low customer frustration.
• Automatic and intelligent routing of customer calls without human intervention.
• Handling monotonous customer queries automatically.
• Elevated support extended to customer service reps while handling calls, etc.

Humanly Personalised customer experience.

Customer loyalty is what each brand wants. Loyalty is often driven by human emotions & sentiments. Once you value them, it makes the customer feel special leading him to connect with you. 2020 was the year when every brand tries to connect with its customer sentiments and valued them. Brands values the emotional stage every consumer went through the pandemic. This changed scenarios on how customer perceive a good brand to be. 2021 will be no different. Consumers are looking out for brands which show a human presence and value one’s emotions. Along with arose the concept of a personalised consumer experience.

There will be an inclination towards brands which offer a humanly personalised experience. A brand which shows empathy towards its customers. Once again the statistics tell us that 71% of the consumers are inclined towards brands again who have shown them care and empathy in their past transactions. Moreover, a personalised experience makes a customer feel special and different. Who would like such an exceptional experience after all?

Don’t treat your customer like strangers or irritated people who keep returning for solutions. Rather, look at them with a perspective so different that could bring you more loyalty and free brand ambassadors.

Remote customer experiences

2020 was the year when everything went remote. Remote working, operations, customer interactions, customer service, transactions, campaigns and everything that one can imagine went online & remote. 2020 gave rise to a new remote work setting where everything was handled online. This trend hugely impacted business enterprises, its employees and consumers. Though at the start it may seem to look like a huge hurdle but now it has passed all staged effectively. Giving plenty of benefits to all with just a click online, everyone is preferring to continue this trend in 2021.

Read More:- Reasons Why Your Business Need Back Office Support

Businesses have saved budgets spent on rent space, machinery, electricity and technology while employees find it comfortable to work from remote locations. Employees working remotely have redefined ways in which they could provide exceptional customer service to their customers from a virtual workspace. They have effectively streamlined processes and worked a way that could benefit both the business and its customers.

Employees are now focussing on delivering flawless customer experiences without setting their foot in the office premises. They have done that with automated cloud telephony solutions. These automated technology has expanded one’s horizons and effectively served customers in a better way.

There we have it for you, top three customer experience trends that you as a business entrepreneur should watch out for in this year. These trends are accelerated by speedy technological advancements and smart solutions. These trends will keep growing and shaping themselves into something new and advanced. But, the focus will always be the same to deliver a customer experience one would have never thought of.

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The culture which will please all your customers, care about their problems. The one who will strive to deliver services to make their lives easier and remove any blockages present.

So let’s dig into it.

Defining Customer centric culture

The art of running a business that provides products and services in alliance to foster a positive customer experience is called customer centricity. The customer centric culture that your employees follow builds a good image in the customer’s mind. Moreover, it establishes customer loyalty and intensifies customer satisfaction at the same time. By considering customer and his satisfaction index a primary function, a business revolves around the same. To become an organisation with a customer centric culture, you drive your actions to offer the best possible customer experience which goes far ahead than offering mere customer service.

In short, each of your actions holds the best customer interest.

Why is it necessary?

 The question here is why out of everything is customer necessary? why are we building an altogether new customer centric environment in our organisation? What importance does it hold? Why is everyone striving that hard to come into notice?

The answer to this question will not be in theory but real-time statistical data. This data proves why businesses who breathe in a customer centric environment gain the maximum advantage over others.

4 Pillars to build a strong customer centric culture

1. Always be empathetic to your customers.

If you want to build a customer centric culture in your organisation, then connect with your customers and show them empathy. Customer empathy has a very deep meaning attached to it. It relatively forms the base of the customer experience. If your employees connect with your customers, understand their issues and offer them solutions that are worthy enough, then you are surely up in the game. Your company values should be formed in the alliance which understands what customers actually want and feel.

2. Eliminating Complaints

Just showing empathy won’t actually work. Yes, customers feel great when they can connect and heard. But then if their problems keep on arising, they would rather lose interest. The business who wants to follow a rigorous customer centric approach will be keen on mitigating these complaints as soon as possible. Driving a culture where employees feel that the main aspect of their job is to eliminate complaint and offer customer satisfaction will build a strong customer centric culture.

3. Reward for Performance

If you want to build an altogether different environment, then there should be some ground rules. Apart from ground rules, you need to make sure everyone follows them. To achieve this, rewarding great performances shall be a part of your plan. There has to be a personal gain for the employee which drives his efforts. Motivate him to offer great customer satisfaction and get rewarded for your efforts. Down the line, this method to first offer customer contentment will be a part of the employee’s main instinct.

4. Use the right technology

Customers are present everywhere on the social media channels and you shouldn’t miss any one of them. With smart technology, you can surely ease your employees work and indeed help them to answer to all customer problems. One such great diversified technology that has been helping businesses is cloud telephony. Cloud telephony not only helps you to understand your customers better but also build you an image that is hard to forget easily. All you need is choose the right technology which is easy to use and solves all your problems.

Build your customer centric culture now

Customer centric approaches have long-term financial and branding advantages. 2020 has been the year of uncertainties which are here to stay. Building customer trust and gaining his loyalty shall top your list or you’ll lose them to your competitors. We on the other part can help you to gain maximum advantages with our smart solutions and a great professional team. Want to know more about it, then call us now.

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So here we are, with our blog topic – Virtual Call Center. This blog will discuss what exactly is a virtual call center and how does it benefits businesses and their employees. It will also bring light on the true value of a virtual workplace and how it can be as effective as physical workspace.

So let’s dig straight into it.

Defining a Virtual Call Center

A virtual workspace is different from a physical office space. It equips employees with the right technology to work from their preferred locations. A working model which facilitates work collaboration casting out geographical locations. With just a single device and a stable internet connection, your employees are good to go.

A Virtual workspace sets itself apart in its own way. Unlike traditional call center, a virtual workspace does not require installing hefty and expensive hardware or any other devices. Everything works through the cloud. Being cloud-driven has its own benefits too elaborated in the latter half of the blog. Each employee of an organisation can work cohesively as a single unit and achieve their goals. Similar to what a physical office space offers you, a virtual call centre can also reap you similar benefits. It offers you scalability and flexibility to work with ease.

Why Choose a virtual workspace

So the question here is to understand why is their a need for a workspace free from the geographical boundation? 3 reason that top the list are as follows:

• Less cost involved with a virtual office space: Unlike traditional systems, there is no need to set up infrastructure, an office space, instal the right hardware and software for employees.
• Works on Cloud: Cloud offers great flexibility and agility to work from anywhere and anytime.
• Considering the Pandemic: This uncertainty is to stay and the virtual workspace is the best option to maintain business operations and work to satisfy consumer demands.

Benefits of virtual call center services.

Remote working can reap you similar benefits to what a physical workspace offers you. Make sure you use the right resources and technologies, communicate with your remote teams and work together to achieve goals. Want to know more, then call us now and step into the world of newer possibilities.

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This blog will equip you with smart solutions and legitimate tips to prioritize customer satisfaction and everything important.

So let’s jump right into it.

Working Remotely with smart solutions

Your agents are the foremost and most important brand ambassadors for your brand. Shifting them to a remote location and expecting the same level of productivity can be a daunting thought in itself. But, no matter what, it stands very much important for employers to make sure that every employee gives his 100%.

The question here is how to deal with such a situation? How to keep everyone aligned with their roles and responsibilities?

Do it with Smart Cloud Telephony Solutions

Providing robust technology is a must to work efficiently from home. Equipping your customer relationship agents with these flexible and easy to use cloud solutions will ensure a boost in productivity as well as customer satisfaction ratio. These easily deployable solutions assure that your agents can handle all customer enquiries on time. Not just this, your agents can effectively communicate to customers via any channel in a hassle freeway. From taking phone calls to answering all social media queries, they can do it all without any miss with cloud solutions.

Choose from a variety of easily deployable solutions:

Question: How to make sure that your employees answer each customer call they receive?

Solution: With a Virtual number and an online dashboard powered by Girnar Care, your agents will have the ability to answer every customer call. Your agents can view each call coming in through the online dashboard and answer them accordingly. The dashboard also shows the past history of the caller thus equipping them with all the necessary information to carry forward the conversation. They can transfer calls when they are busy and according to customer’s demand. They can also see if there are any missed customer calls and coordinate with the same. These smart solutions ensure that no calls are missed and customer satisfaction remains on point.

Question: How to track employee’s performance and trace where is he going wrong?

Solution: The online dashboard that we spoke before equips you, employers, as well. It equips you with your employee’s performance reports. Daily, Weekly, Monthly reports help you to ascertain his productivity. Track his calls, customer feedbacks missed calls, and many more factors to understand his performance. These reports help you to analyse his performance and plan training schedules accordingly.

More insightful tips to use while Working remotely

There are 100 distractions for agents who are working remotely. Examples of which are taking care of the kids, doing laundry, cooking meals and many more. Along with these comes a sense of new freedom. Freedom to work without any supervision. The freedom to work without anyone who is watching you continuously. No matter if you as an employer deploy the best resources and equip them with the right tools, there will be distractions while working remotely. To stay away from these distractions and work smoothly, as an employer you need to make sure that all your employees follow a certain pattern. A pattern of seamless work and achieving goals.

Useful Tips and Tricks

• Interruption free work environment: Guide your employees to select a virtual workspace for themselves which is free from distractions. Make them understand its importance and ask them to stick to it to avoid any hassle.
• Following the right schedule: Unlike normal working days, working remotely is different and we surely understand it. But what your agents need to understand is that taking undue advantage of it and not working normally is not acceptable. They need to design a working schedule which best suits them. Not only this, the work schedule allows them to work efficiently, achieve their goals and balance their personal lives too.
• Communicate and collaborate: Working remotely can lead to isolation and lack of a personal touch. Communication is necessary and so is sharing their problems. problems which are coming in their way need to be sorted and removed. Communicating with the team or to the upper management in necessary and all employees should collaborate to achieve goals.
• Self Monitoring: It stands necessary for each employee to develop a self-monitoring ability. Remind your agents that the goals remain unchanged and they have to look after their work goals efficiently.

This transition of working remotely can be easy with the right tools and techniques. Want to know more, then call us now.

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This blog will work up a way for you to discover how you can transform your business processes as per the new digital age. Also, learn ways to enhance your “digital customer experience” with the right strategy.

Defining the “Digital Customer Experience”

27% of the businesses believe that digital transformation is a matter of their survival in the market.

Digitisation has changed the narrative of how companies looked at their customer journey before. The digital customer is modern, smart, internet savvy and knows what he wants. Here, a great digital customer experience would mean how a brand and a customer digitally interact with each other. Also, what benefits does the digital interaction hold for the customer is what defines a wholesome experience. Increased value for customers, customer retention, happy and loyal customers is what a good digital experience does for you.

For a digital customer, factors like the below – mentioned matter:
– How many digital channels you as a brand are available at,
– How much time does your website take to load,
– What digital technologies are you using to simplify customer communication,
– How well do you understand your customer’s time and value it,
– How quickly and smartly do you solve their online queries,
– Do you indulge in taking feedback and act on it,
– How actively are you engaging your customers via social media channels, etc.

Creating a bond with your customer digitally and letting them know how much you value them will prove as a catalyst for your business growth. Consumers expect their experience to be easy, seamless and worthy of their time. They want efficient before and after service, personalised experience and a lot more. Going digital has expanded customer’s horizons and raised the bar for brands to attract customers and make meaningful transactions.

So that now you are clear of what a digital CX expects from a brand, let’s talk about ways how you can attain your goals to provide a holistic digital customer experience. In short, let’s talk strategy.

Strategy for a holistic digital customer experience

Let your customer’s find you:

The first step is to create awareness and defining ways for your target audience to find you. Though some of the businesses will already have their customer market established, but its always better to find new customers. Isn’t it? For catching customer eyes, social media mentions and influencers can help you in different ways. They create user content which is easy and unique in their own ways. This type of content is engaging and other customers can easily connect with it. Furthermore, you can also optimise your website and other pages with SEO for increased brand awareness.

Discover

Once you have expanded your reach, its time to understand and discover their behaviours. This will help you to draft your strategies with a user-centric approach. Understand what your audience likes, what they want to see, what content creates the most engagement etc. Make use of demographic charts to understand what personality traits does your customer hold. Build a buyer’s persona and then you will able to create a wholesome experience for them. Understanding their intention and behaviour will answer most of your questions and help you deliver what they seek. Also, formulate content as per different social media channels which your target audience prefers. Treat them well and let them know how much you value them.

Make use of the data collected

Once you have done your study, use the data for your own good. By this we mean, that now you have the ability to transform your business processes per what your target customers seek. Customise, personalise and show how much you care and retain maximum customers. Integrate your brand’s vision, Innovate processes to seek customers attention, align it with customer goals, interact with focussing on them and offer what they want.

Create a convenient digital customer experience

Convenience is what they are looking for. If you create it for them, they are gonna stick with you. Show them that you are a one-stop destination for their needs, who as brand value their time and offers them convenience at their doorstep. Show them how seamless it is to interact with you and how great are your products and services.

Take feedback

They want to be heard and given immediate resolutions. Their feedback is the only way for you to make relevant and necessary changes in your services. Revitalise your brand and pull it out of the gloomy days with important customer feedback. Ask your customer about how they feel and what they need to change and then incorporate it in the new you.

Offer them immediate support:

Don’t hesitate to take negative feedback from your customers. Rather, use it to transform your product and services. Also, don’t step back to answer their queries. In fact, answer them and immediate possible actions to show how much do you care for your customers. Drive them satisfaction and they will give you loyalty.

Conclusion

To delight your customers at each stage of their purchase journey, you need to be a part of their customer experience. Keep yourself in their shoes and understand what they truly require. Enable a system and an effective strategy with the right technology for a seamless digital customer experience.
Reinvent your customer experience with us and our breakthrough technology. Contact us now to know more.

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The current market is huge for customers. With a dozen variety of products available in the market, shoppers have a lot of choices to choose from. They are smart, vocal, well-equipped with technology and aware. If you take care of them, they are bound to stay with you. But If they invest in your business and finds no returns, then they will happily move on. They need to be heard and answered and if you are unable to do so, then you incapable to satisfy your customers. To avert this and understand where you are going wrong, keep on reading and know it for yourself.

Understanding Customer Responsiveness

How much time does it take you to revert to a customer query? This determines your customer responsiveness. In simple language, the speed at which your business executives qualitatively respond to the incoming customer queries defines your customer responsiveness. For example, if your customer has to wait to get a reply to an e-mail enquiry for 1 week, then he might move on to another company.
Let’s look at what Customer Service statistics have to say:

• A major chunk of 73% customer immediately fall in love with a brand and stay loyal because of the friendly and interactive customer service agents
• Happy and satisfied customers will share their positive experiences with approximately 11 people.
• Almost 70% of the consumer’s lifecycle depends on how they are treated.

At its heart, customer responsiveness is defined by “Quick and Right”. To have a competitive edge, businesses need to understand the true value of their customers and do what is right to attain them. Having the right knowledge with great interaction is what will sustain your business.

Understanding the benefits of great Customer Responsiveness

“It takes 12 positive customer experiences to make up for one negative experience” – Glance.

Holding on to your customer and providing him with first-class service will highly benefit your business. Did you know that repeat orders of your old customers tend to increase every time eventually? This makes it self-explanatory that your customers have built an everlasting trust on you.
A study by Invesp discovered that Finding and spending on new customers is 5 to 25 times more expensive than holding on and retaining existing customers. It’s easy to save on this budget by critically investing energy and efforts in great customer responsiveness. Therefore, let’s move on building better relationships and earning your brand positive light

Ways to increase customer service responsiveness

Analyse issues:

It makes no sense to run away or make excuses for the problems your customers have been overtime facing. Understanding what are the deviations and take necessary actions accordingly. The market is huge with many competitors. Don’t allow them to grab your customers. There can be a million issues which your businesses is facing. The lack of which will decline your customer satisfaction ratio. Get in the depth and make sure that all the problems are well taken care off. The below chart shows how customer usually react to bad customer responsiveness.

Devise a strategy:

Once you have found issues with your current system, analyse a proper plan of action. Bring light to the significance of having a plan and execute it to make things better. Devise strategies which your employees should always follow. Every customer inquiry is important and you should answer them all.Above all, reviewing and responding to all the queries will build you a responsible brand image. Be it if its negative or positive feedback, answering each one of it is necessary.
“According to Qualtrics, 50% of the customers believe their feedback doesn’t go to anyone who can actually act on it.”
Therefore, Step up on the game and take hold for what your customers have to say. Customer responsiveness will not be a big task then.

Train Employees:

To boost your customer responsiveness, train your employees respectively. How should your agent respond to the incoming inquiries or feedback shouldn’t be their personal perspective. Similarly, It should not be an answer which formulated because of their own thoughts. Their answers should be in alignment with the brand image. The solutions and responses posted will depict how as a brand you value your customers. Likewise, comes the speed and efficiency to answer. Therefore, Good, healthy, sound, accurate and effective responses will elicit good feedback from your customers. As a result, you will maintain good and healthy relationships.

Indulge in Automation

Leverage technology to simplify everyday tasks is an easy way out. Your brand may be on a zillion platforms and it can be hard to sort out all customer enquires. Therefore, using technology to help you deal with it will ease out regular operations. Adding in new technology like Helpdesk would help enable to cater to each customer query. This will present you with all the data at one screen, thus saving your time to wander around at different screens. Another great technology is the use of chatbots. They will help your agents save on their time to answer monotonous queries as it can handle it by itself. Everyone is using this and now you should too.

Conclusion

They want you to hear them and acknowledge their problems in an efficient manner. In addition, lack of customer responsiveness hinders steady business flow and likewise potrays a bad brand image. Happy and repeat customers are there with you. Take care of them.
Want to know how we can assist you with modern technology, then call us now.

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