Improving Customer Service with Analytics
In an increasingly digitized world, where customer needs are changing, it is becoming more...
Today, the relationship with customers has changed significantly. Technology and the customer approach is increasingly aimed at digital, where, in fact we talk about the digital customer experience.
Customers get in touch with companies through an app, chat or website and are used to having personalized treatment. For this reason, companies need to start changing their approach from product centric to customer centric.
Digital Customer Experience: what is this all about?
The customer experience is an important part of the customer journey. It is essentially the customer's perception of the brand after interacting with it.
With digital customer experience, we refer in particular to the interaction between the customer and all the digital channels through which the customer journey unfolds. It is the path that every consumer takes from the moment he or she becomes interested in a product or a service to the final after-sales services.
This process is very important, as customers, if they have a positive experience, can trigger a cycle in terms of word of mouth and become brand ambassadors for the company.
The golden rules to improve the digital customer experience
The technologies that have the greatest impact on the customer experience are chatbots, which can be seen as valuable allies for the different phases of the customer journey: from pre and post sales, to the help desk and customer care.
But, how should your company use these tools in the right way?
Here are some tips that will improve your digital customer experience:
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Always provide clear and timely information
Customers who use new technologies want to receive information quickly and clearly. In short, they do not like to waste time and they expect you to understand their problem and be offered the most appropriate solution. Monitoring the behavior of online users is essential to develop adequate responses and personalize their experience.
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Focus on an omnichannel approach
Today, consumers can make purchases from home, on the street, or in the office, from PCs, laptops, tablets, smartphones, etc. The customer journey is therefore not linear, but varies from person to person. This is a great opportunity for companies to train their support team to be ready to answer consumer questions across all available channels.
2. Create unique experiences
Customers are increasingly demanding and expect a service shaped and calibrated to their needs, not only in the purchase phase, but also in terms of pre and post sales support. Throughout the purchasing process, consumers expect a high quality support service, capable of meeting the highest standards of satisfaction, where they obtain adequate and relevant answers to their questions.
3. Arrive before customers
A proactive attitude that aims to cater to specific needs represents a further leap forward for the quality of the company offer and the customer-company relationship. Artificial intelligence and machine learning are able to provide automatic actions aimed at meeting customer expectations. This allows one to evolve and respond to an increasing number of requests throughout the customer's life cycle, quickly and in real time.
We Are Fiber
We Are Fiber has helped companies provide the best customer support by blending the latest technology with the human touch. To improve even more, we partner with Zendesk, an omnichannel platform that simplifies processes and increases customer satisfaction by gathering all inquiries in a single source.
If you are looking for:
- English, Italian, German and French-speaking operators,
- 24 hours a day,
- with continual flexibility,
you have found the right solution.
Email: info@wearefiber.com
Telephone (It): +39 02 42 42 10 10 11 22
Telephone (UK): +44 20 38 38 70 70 44 08