No one wants to put much energy to catch little business attention as social media shows the power that everything can be done right in our place. Virtual universe saves your energy, at last, inventing a meeting point in a touch. Now, we are all attuned to the trends of the digital world, and our clients even more so. Therefore, we must make sure that when the world changes, we move with it. We must go beyond that.
Digitalization was segmented back then; only IT companies had the privilege to capture human behavior in an algorithm. Now digitalization is not a big deal, as businesses race to, reversely, get customer’s attention.
On designing the customer journey, business needs to be at any potential spots the customer comes in contact with the brand – before, during, or after they purchase something from you. That’s what we call customer touchpoints.
Customers perhaps find your business online, visit your website, stalk your social media, shop at your retail store, or booking an appointment through messaging apps. Throughout the points, your customer should have inquiries to ask; therefore, this is where being available at all points matter; since it’s social media, customers expect timely resolution. Fast responses are an essential part of meeting customer expectations for social care. Twitter found that 60% of consumers expect brands to respond to their query within the hour. But why?
On the other hand, dealing with social media means to bear with a significant amount of audiences, often surpassing business’ customer service capacity to handle. However, it’s essential to maintain customer’s expectation of the same level of convenient, personalized, seamless experience wherever they are – be it online, mobile, or in an actual store.
Businesses must implement an omnichannel customer strategy; hence Omni-channel enables the customer to have the same experience at whichever channel they are in: it allows businesses to connect the dots. According to Gartner, customer experience is a leading driver to ensure an authentic omnichannel experience (consistent messaging across channels).
Omni-channel contact centers achieve 55% greater annual improvement in the number of customer complaints. It captures every correspondence in a single dashboard from every channel, agents, and customers, as on top of that, 3Dolphins authorize a business to exist consistently in 17 channels, to help scale up business in reaching customers not to churn. Omnichannel records everything as input for analytics, enables businesses to scrutinize and measure the quality of performance and keep on learning and evaluating. What’s not to love about that?