Retailers have always valued sales periods. No exception this year, possibly the most significant in the UK and Europe since many services went online. In 2020, 87 percent of British consumers plan to shop online. This shows that e-commerce in the UK is not slowing down. Consumers need guidance in making purchases, whether in-store or online. E-commerce has become increasingly popular. That revenue in Europe is expected to reach 510.5 billion dollars by 2024. That said, companies must manage their digital customer relationships to increase sales. Let’s review some customer satisfaction and loyalty best practices.
Pay Attention to Your Customers
Several factors influence the effectiveness of customer service. Customers will rate the speed of resolution, agent knowledge, and wait time. It’s critical to understand your customers’ needs. Know the answers and try to improve them. This ensures that the organization’s perception is reality by collecting and acting on customer feedback.
Test response times and understand the customer’s perspective on the purchasing process. Using this data, you can optimize the customer journey.
Be accessible to customers
Contacting customer service is difficult for most customers. So making the process easier will benefit your business. Being available on more channels, but also on the channels that your customers use daily for personal and professional reasons, can help build brand loyalty and simplify their experience.
When customers are confused and need answers, agents’ availability is critical. They will contact agents if they cannot find an answer in the website’s FAQ section. If they don’t get the desired result, competitors will gladly provide it, especially during sales periods.
An omni-channel approach, for example, can adapt to customer preferences. If one of your channels is unavailable, customers can still contact you via other channels.
As part of that strategy, customers can send messages at any time and receive responses. Chatbots can also answer common questions 24 hours a day, 7 days a week.
Why do chatbots need a human touch?
Brands are using chatbots to instantly answer common questions. It works so well that a recent study found 80% of consumers enjoyed using a chatbot.
Using this cutting-edge technology can help reduce wait times, relieve pressure on agents, and improve overall customer satisfaction. In the last year, 60% of consumers used chatbots to get answers. A trend that will only grow.
Why not stand out by using conversational commerce?
Conversational commerce is redefining how customers interact with brands. They can interact with an agent, a chatbot, or a combination of the two in a personalized way.
This trend is especially relevant to messaging apps. WhatsApp and Facebook Messenger help businesses adapt to their customers’ needs. They can thus exchange in real-time using messaging features like history, file sharing, and geolocation. During sales, these channels can inform customers of product availability and offer click and collect.
Conclusion
Customers’ shopping habits changed in 2020 and will continue to change in 2019. A growing trend is unified commerce, which provides a seamless customer experience across all channels. This evolution must be accompanied by a unified digital customer relationship management system that can respond to all customer contact points.