In this digital age, having a strong online presence and providing reliable and consistent digital support to customers are both extremely important. When potential client wants to connect with you, they will likely search for you online and visit your website and social media pages. Connecting with your current and new customers online is a great way to develop trust and loyalty among your target audience. A customer is likely to be more satisfied with your services if their digital experience with you has been stellar.
Smartphones and tablets have made it very easy for everyone to connect online. Moreover, internet plans from various reliable ISPs like Cox Cable Internet are much more affordable now. This means that most businesses have seen a spike in online customer communication. Digital channels like email, social media, live chat, contact forms, etc., are a popular way for most customers who want to get in touch with a business.
What Is a Digital Customer Experience?
When a customer visits your website or social media platform, they are looking for answers that are staring them right in the face. They don’t want to find the contact form or the customer care email hidden away like a treasure somewhere. Instead, all they want is some convenience. So, when you are designing a digital customer experience strategy, it is important to understand what customers want from you. Their entire experience from when they launch their website to how the agent responds to their problem is part of the image they will relay in their mind about the business.
How to Connect with Customers Online
The digital customer experience strategy can help you in connecting with your customers in a more efficient way. It can help with creating an omnichannel experience for your clients so they can get in touch with you for instant and real-time support. Here are a few important tips to keep in mind while developing your CX strategy.
#1: Build an Omnichannel Strategy
It can be vital to offer multiple and flexible channel options for your customers. The more convenient you make the entire experience for your customer, the better it can be. For example, a clothing store can sell their products online through their website, Instagram and Facebook shops, third-party stores, and other platforms. This can give their clients a lot of options to choose from and can also increase the type and volume of traffic coming your way.
#2: Understand Your Audience
One of the most important factors for delivering a remarkable customer experience is understanding your audience and how they think. If your potential customers are unlikely to have a Twitter account, it can be pretty useless to waste your energy on the platform. Instead, you should focus on developing a much better user experience on channels that your customer is likely to use more. Businesses can use data from all the digital channels they are a part of. The insights and customer interactions can help in analyzing what is working more. If you focus on your strengths, you are more likely to find what your customers resonate with the most.
#3: Treat Customers as Humans
Humanizing your brand can be a great way to make your customers feel like they are part of the process. It can be as small as treating them as human beings or making customized deals for each customer. However, customers do expect a little special treatment from businesses now and then. If your business is dealing with everyone with the same yardstick, the experience can be very formal and impersonal.
You can involve strategies like sending customized messages to your clients and sending them custom product recommendations. It can be easier to do this by analyzing user behavior through social media. You can also keep an eye on search keywords, their intent, and what questions are your customers asking most on live chats.
#4: Use Chat Bots
Chatbot pop-ups are one of the most popular ways to answer customer queries. When a customer lands on your website, they are likely looking for answers. You can use chatbots to answer the most commonly asked questions right on the bat. What services do you provide, price brackets, relevant phone numbers or emails, and currently running discounts.
Moreover, you can also incorporate artificial intelligence (AI) bots to further enhance the customer experience. AI bots can read and analyze the tone of the question and answer accordingly. Moreover, they are much more flexible than a regular chatbot and you can include multiple options for a better overall experience. The more customers the AI bot interacts with, the better results it can generate according to your specific clientele.
