Retailers have often put a premium on sales cycles. This year has been no exception, and in many ways, it has been one of the most important in the UK and europe since many services have migrated online. In 2020, 87 percent of british consumers said they would make transactions via online platforms. This shows that e-commerce in the United Kingdom is showing no signs of slowing down in the near future. Consumers, whether at a physical point of sale or on e-commerce sites, need guidance to make informed decisions. In terms of shopping preferences, e-commerce has a distinct role. So much so that, by 2024, revenue in Europe is forecast to reach 510.5 billion dollars. With this in mind, businesses must look after their digital customer relationships in order to promote sales. Let’s take a look at certain best practises for maintaining customer retention and loyalty.
There are eight ways that remote contact centres can serve your customers.
Pay attention to your clients.
several factors influence the effectiveness of customer service. customers would rate how quickly their problem was resolved, how knowledgeable the agents were, and how long they had to wait. It’s important to make sure you and your customers are on the same page. Know the answers to these questions and try to strengthen them where possible. This helps to retain relevance by ensuring that the organization’s image is based on fact by gathering and acting on consumer input.
Test the time it takes to respond to requests, and get a sense of how consumers feel about the shopping process. You can then use this knowledge to improve the customer journey.
Customers should be able to reach you whenever and wherever they need you.
In the best of times, contacting customer service can be a challenging task for most consumers. As a result, making the process simpler would boost the company’s reputation. Being available not only on more platforms, but on the channels that your consumers want to use on a regular basis for both personal and professional reasons will endear them to your brand and simplify their experience.
When customers are perplexed and need answers, the agents’ availability is critical. If they can’t find a response in the website’s FAQ section, they’ll turn to agents for help. If they don’t get the desired result, rivals will be eager to provide them with what they were missing in the previous customer experience, especially during sales times.
Using an omni-channel strategy, for example, it is possible to respond to consumer needs. In the event that one of your networks is unavailable, customers can still contact you via other channels.
customers may send a message at any time and receive an answer using asynchronous channels including texting as part of that strategy. chatbots may also respond to frequently asked questions at any time of day or night.
After all, why do chatbots still need human interaction?
Chatbots have rightfully become a popular way for businesses to respond to common questions quickly. It performs so well that according to a new survey, 80% of users had a positive experience with a chatbot.
The benefit of implementing this cutting-edge technology is that it can help minimise wait times, alleviate agent stress, and enhance the overall experience. In the last 12 months, 60% of users have used chatbots to find answers. This is a pattern that is only going to get worse.
Why not set yourself apart by opting for conversational commerce?
Conversational commerce is completely redefining the consumer experience as they interact with a company. By communicating with an agent, a chatbot, or a combination of the two, they may communicate in a personalised way.
This pattern is especially applicable to messaging applications. Businesses are adjusting to their consumers’ everyday uses by using whatsapp and Facebook Messenger. They can thus communicate in real time by using messaging features such as a history of transfers, file sharing, and geolocation. During sales, these channels can be used to notify consumers about product availability in the store and give them the option to click and collect.
In the year 2020, customers developed new shopping patterns, which will continue to grow this year. The convergence of physical and digital selling points is growing, resulting in unified commerce, which provides customers with a consistent experience across all platforms. This advancement must be followed by the unification of digital customer relationship management in order to obtain a 360-degree view of the customer and react to all of their everyday touch points.