Digital Customer Experience: A Beginner’s Guide
To stay relevant in today’s competitive environment, it’s crucial for companies to travel digital. consistent with Forbes, 89% of all the businesses have already adopted a digital-first strategy.But is it enough to make a site or social media pages? Not really. to draw in and retain customers, you want to create a customer experience that’s engaging, user-friendly, and pleasant . It are often done by assisting and helping your customers throughout their ‘digital’ journey.
According to Statista, 2018, 1.8 billion people worldwide purchase goods online, and global e-retail sales will go up to $4.8 trillion by 2021. Hence, digital customer experience will play an enormous role for businesses to reap the rewards in today’s business landscape.
Great digital customer experience should make sure the customer isn’t only valued but understood also . Through this post, we’ll share everything you would like to understand about the digital customer experience. So, let’s begin:
What is Digital Customer Experience?
Digital customer experience is that the impression of your digital presence on the customer. Understanding how people are interacting together with your brand online is of utmost importance. Organizations must connect with customers on an emotional level to achieve the digital landscape. Allowing customers to offer feedback and report issues can help organizations to enhance and update their offerings as per suggestions of the audience .
To create a pleasant customer experience and attract the audience, your website and social handles should meet the requirements and expectations of your audience . Your content should be simplified and as per your potential leads. Your customers should be ready to navigate through the content easily and will be exposed to the content, which could lead on them to shop for your product or avail your services. Also, your customers should be ready to buy or avail your service easily through any medium(website or any of the social media handles). it’ll create a positive and lasting impression on their minds.
Let us now check out a number of the simplest practices you’ll adopt to enhance the digital customer experience for your customers.
Digital Customer Experience: Best Practices
- Customer Feedback
The critical yet very neglected practice is taking customer feedback. Communities and conversations around your brand can have a big impact on your business. These can influence a customer’s brand choice. Hence taking feedbacks and dealing on an equivalent can assist you communicate your brand value to your customer during a better way.
Have your customers fill out surveys or forms after using your website and ask them if they might recommend an equivalent to their peers. invite any problems faced or suggestions. it’ll make the customer feel valued.
To optimize your site, use analytics tools like Parse.ly, flurry, UserTesting, etc. Monitoring digital customer experience becomes easy if you’ve got reporting tools available.
These tools track the features and pages most visited by your customers and help your team identify pages that were bounced back. it’ll assist you improve your site’s performance. With this, you’ll know where your customers are abandoning your site and assist you reduce your churn rate. Also, for repeat customers, you’ll know what they liked before, and you’ll suggest an identical product or offering from your portfolio to them.
This will increase your customer engagement and subsequently improve user experience.
- Instant Availability
Empathetic conversations together with your customers can assist you earn back a lost and frustrated customer. Customers now expect a moment response to their queries and complaints. consistent with social media reports, customers expect a response to their query within 30mins – 1 hour and can only await 15-30 mins for a response to a complaint.
As the world moves majorly to social media, customers put up queries and complaints via such sites and expect an instantaneous reply for an equivalent .
- Social influencers
Another way to enhance digital customer experience and influence customers is by onboarding social influencers. Social influencers can change the opinion of your audience about your product in an instance and help to make a valuable and lasting impression.
- Pay attention to the mobile experience
More than 82% of individuals shop via mobile phones. If your sites aren’t responsive and adaptive for mobile users, then you’ll lose the bulk of your customers. Hence, always ask your developer to see for mobile responsiveness while creating the web site .
- Omni-channel approach
Having an omnichannel approach to your business will increase your customer delight and satisfaction level. People should be ready to engage with a business on a medium they’re comfortable using rather than being forced to use a platform they need little or no knowledge of.
Digital Customer Experience: Trends
- Use of AI
AI are often wont to automate your business processes and personalize the experience for your customer. for instance , you’ll use AI to send personalized emails to a mass audience. AI can pull data from CRM and may send personal messages to your customers. These messages and emails look as if they were written specifically for them by someone. AI also can be wont to recommend products on the idea of your customer’s previous purchase; this improves deciding and reduces the time for the customer.
As AI continues to evolve, we will expect some more features to be introduced within the marketplace. Customers crave personalized experiences, and AI is that the perfect tool that would help businesses achieve more during a personalized way in much lesser time.
As the technology evolved, customers demand immediate solutions or answer to their problems, be it simple or complex. As a person’s can’t be available 24/7, chatbots come to our rescue. A chatbot is trained to answer the question during a manner that would be useful to customers.
A typical chatbot are often configured to answer 80% of service questions, which reduces the pressure on support teams significantly. With chatbots, your support team can specialise in more complex and time-sensitive issues.
- Augmented Reality tools
AR, i.e., Augmented Reality is that the real-time use of data within the sort of text, audio, image, and other virtual enhancements integrated with real-world objects. Say, you would like to undertake a dress, without actually wearing it, AR can assist you do that!!
You can let your customers test your products with the assistance of AR. It helps both customers and businesses. Businesses can keep an AR product, and only a customer agrees to shop for , they will have it processed. As a customer, you’ll try the merchandise before investing your money in it. for instance , this may mainly help in online shopping; if a customer could try clothes and choose then, it’ll reduce the probabilities of returning them back.
- Personalized customer experience
With the assistance of CRM and other tools, you’ll have quick access to your customer’s information. As mentioned earlier, customers crave attention and personalization. With the info at your fingertips, you’ll know what the customer wants, when he needs it, and the way are you able to make a suggestion which may be irresistible for him. Automating personalization can assist you maintain delightful customer experience as your business grows over time.
Understanding digital customer experience is that the initiative to optimizing your site and social handles. From there, you attend a gathering then analyzing your customer’s data and behavior. you’ll note of their feedback and implement an equivalent if relevant. Slowly but gradually you’ll start seeing higher responses and greater audience engagement. But you shouldn’t stop there! Improving customer experience may be a continuous process, confirm to adopt the newest trends, work on feedbacks, and shut the loop. IO Digital Marketing help Companies and authorities redefine how they serve associated clients and operate.There are different services like Marketing bpo services , BPO services providers of Business process management in IO digital.