MARKETINGSUN, JAN 2, 2022

What is digital transformation in customer service?

The digital age has transformed the way customers shop and share their experiences. Today, customers are driving the buying process using websites, blogs, vlogs and social platforms. By the time they enter a store or become visible in the sales funnel, they know what they want to buy and how much they want to pay. So it’s time for every business to start seeking and fostering enduring relationships with their customers – a relationship that goes far beyond the initial sale.

Omni-channel customer interactions

More than 60% of customers interact through multiple channels and irrespective of time, place, device or medium, they expect consistency. As a result, organizations must constantly evolve their support models to accommodate this ever-changing landscape

Servicing connected devices

An ever increasing number of sensory capabilities are becoming available to monitor device performance remotely. This, coupled with the decreasing hardware and network costs to connect devices to the internet, are now offering opportunities for business growth and greater efficiency in service.

Omni-channel customer interactions

More than 60% of customers interact through multiple channels and irrespective of time, place, device or medium, they expect consistency. As a result, organizations must constantly evolve their support models to accommodate this ever-changing landscape

Creating loyalty through customer service

The competition to acquire new customers is intense. Customers have more choice and greater access to information than ever before. They are using social media, forums and blogs to connect and share their experiences of good and business to aid one another in purchasing decisions. Considering the cost of winning new customers, developing long-term loyalty with customers once you have them is more critical than ever. Service teams must exploit their frequent contact points with customers to play a crucial role in building loyalty.

Nurturing customer communities

The social tools and online platforms available today can enable communities to be developed quickly and efficiently. Service teams can play an important role in enabling these communities to increase levels of engagement with their customers.

Engaging user experiences

Online channels play a critical role in the perception of your brand. High quality interfaces convey credibility, reliability and trust, the pre-requisites for a successful business relationship. The user experience (UX) defines a customer’s perception of human-computer interaction through a specific channel or device. It includes the customer’s experience of using a device, based not only on its ‘look and feel’ but also on its practical aspects such as usability and efficiency. Consumers then expect a digital service experience that is clean, simple and user-friendly, regardless of device, platform or service provider.

This time is now for customer service teams to take advantage of technologies.Deliver first-rate experiences and watch the customers come back time and time again. What are we waiting for?

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