by Tiffany Magaldi | May 24, 2023 | Customer Experience (EN)
In today’s world, customers have high expectations when they interact with businesses. Nobody wants to call support and be put on hold for 20 minutes before talking to a real person — that kind of experience just isn’t going to cut it anymore.
As technology becomes more integrated into our daily lives, brands need to make use of all the different channels available when communicating with customers. This includes:
- Email
- SMS
- Website
- Chatbot
- And others
This is called an omnichannel customer experience and it’s a necessity for businesses of all types. This article will discuss what exactly makes a good omnichannel experience and how to build your own.
Characteristics of a Good Omnichannel Experience
Want to get the upper hand on your competition? Below are three characteristics of a good omnichannel experience you should consider:
- Consistency: Customers want the same experience whether they are communicating with you through email, live chat, or SMS. Consistency contributes to brand recognition and customer loyalty. A good omnichannel experience must be consistent because it creates a smooth and frictionless customer journey across every touch point.
- Convenience: The fewer steps a customer has to take to reach you, the better. Make sure your support channels are easily accessible and don’t require more than two or three clicks.
- Personalization: Personalization is essential in impacting customer experience because it helps businesses forge lasting relationships with clients, raising their level of happiness and satisfaction. Businesses may boost customer loyalty, engagement, and support by giving customers a personalized experience that makes them feel appreciated and understood.
How To Create a Consistent Omnichannel Experience
Creating outstanding omnichannel customer experiences is essential for modern businesses to thrive. To achieve this, here are three important tips to keep in mind.
1. Get To Know Your Customer
A successful omnichannel experience has become increasingly important for businesses looking to remain relevant in today’s marketplace. To achieve superior results, businesses must deeply understand their customers’ behaviors across all channels.
A centralized data hub can consolidate data, providing an organization-wide view of the customer journey essential for each team’s success. Businesses can also heighten their customer engagement by analyzing behavioral patterns to determine the appropriate channels and schedules for interaction.
2. Map Out the Customers’ Journeys
Creating a timeline of customers’ journeys through the sales pipeline is crucial in visualizing how customers experience a brand across various stages. This will assist you in identifying problem areas and opportunities for improvement to give your customers a more satisfying experience.
3. Create a Flawless Experience Across Different Devices
Customers often switch between different devices when communicating with your business. It’s important that no matter if they are using a computer, mobile device, or tablet, that the experience is consistent across all devices. For example, if your brand has a mobile app, make sure it looks and functions similarly to your website.
Improve Your Customer Experience Today!
At Aktie Now, we believe that customer experience should be at the forefront of any business’s success. If you’re looking for a way to improve customer experience, don’t hesitate to reach out to us. With our Zendesk and other customer experience solutions, you can provide better customer service, gain valuable insights, and build stronger relationships with your customers.
Contact us today to learn more about how we can help.
by Raycia Lima | May 17, 2023 | Customer Experience (EN), English
Customer experience is becoming an increasingly important aspect of business operations. As more and more companies invest in their existing customers, it’s important to understand how well that investment is paying off.
So how do you know how happy your customers are? By identifying and tracking important customer experience metrics — also known as Key Performance Indicators (KPIs).
5 Important Customer Experience Metrics
Are you looking for ways to measure customer satisfaction? These are some of the key customer experience metrics that your support teams should track:
1. Net Promoter Score (NPS)
Net Promoter Score (NPS) is a satisfaction and brand loyalty metric that indicates how many customers would refer your business to others, such as friends. You can collect these metrics by requesting your customers to rate their likelihood of recommending your products to family and friends on a scale of 0 to 10.
Because it is simple to implement and somewhat accurate, NPS is the most often used customer experience metric. It is also an ideal benchmark for alerting you to customer experience issues. All you have to do is wait an appropriate period after a customer has used your services.
2. Customer Effort Score (CES)
Customer Effort Score is the third most common customer experience metric requiring customer input. If you want to know how your customers feel about your company, use the CES measure. This metric tells you whether your customers find it easy or challenging to do business with you. Typically, this metric assigns a 5- or 7-point scale to your customer’s responses.
CES is newer than NPS, but it’s simple to learn and apply and provides relevant data that can help you make the necessary changes. Boosting your CES score can favor your business by increasing your repeat customers by up to 94%.
3. Customer Satisfaction Score (CSAT)
The Customer Satisfaction Score is a straightforward metric to measure satisfaction with your products or services. Its rating goes from 1 to 5, with 5 representing “extremely satisfied” and 1 representing “not satisfied.” A higher number indicates that your customers are satisfied with your company, while a low score indicates dissatisfaction.
If you want to determine the CSAT for your company, divide the number of 1-5 rate customers by the total number of surveyed customers and multiply by 100. This indicator allows you to analyze your customers’ happiness over time and identify product or service improvements causing high or low ratings.
4. Customer Lifetime Value (CLV)
Customer Lifetime Value is the average revenue a customer is estimated to provide to your firm over time. It may be evaluated as an economic benefit that the customer provides to the business during the interaction or as a value over a set period, such as a year or five years. CVL lets you view the customer experience as a journey instead of just a specific interaction.
5. Average Response Time
Average response time is a customer experience metric that measures how long it takes to handle a support query or concern. It is critical to keep in mind that fewer hours spent on customer support equals greater customer satisfaction. Also, the longer the time, the worse the experience and the likelihood that customers will not return.
Achieve CX Excellence
Providing an excellent customer experience can be the competitive advantage your business needs to win. If you are trying to enhance your customer journey to achieve better results or scale, our Customer Journey Design and CX Consulting Services may be the solution you need.
Contact Aktie Now to have your Customer Journey and Customer Service assessed, redesigned and validated to promote customer-centric and efficient processes in your operation.
by marketingaktienow | May 13, 2022 | English
If you own a company or hold a leadership position in a service-oriented industry, you have certainly come across the concept of Customer Centricity. That concept has changed the way of doing business and relating to the customer in every industry.
This new way mainly affects what companies see as their operational focus. The product is thus no longer the main focus as companies prioritize the customer, determining the direction of the company and the product in order to fulfill customer needs and wants.
Consumer-centric companies seek to provide a unique experience to each of their customers throughout the purchase journey. From customer acquisition, to after sales service – every customer is seen as unique and special.
Customer Centricity also means that the company will define its next steps based on the customer. The launch of a new product, packaging changes, new advertising campaigns, changes in brand positioning – the entire strategy needs to be aligned with the expectations and feedback provided by customers.
Actions to Implement Customer Centricity
By now, you may be asking yourself: “But my company has always thought about the customer”. Customer Centricity is about placing the customer at the core of your strategy, and not just as the ultimate goal for the company’s success.
The quest to anticipate customer needs, in addition to the development of a culture that aims to provide the best experience to everyone who interacts with the company, are some of the main characteristics of consumer-centric companies.
There are some actions, highlighted in a study by Deloitte (please check out the full article in English here), that help companies in the pursuit of Customer Centricity.
Establish a customer-oriented culture starting from the leadership. In this way, inspired by the management, the team tends to accept the concept more naturally.
Understand customers’ profiles based on concrete data. Data-mine your CRM or conduct surveys with your customers. This profiling effort must be 100% led by data, with no room for using imagination or assumptions to build a persona.
Reduce or optimize service processes that cause customer dissatisfaction. Assigning more autonomy to solve problems can be a good alternative in these cases.
Measure the efficiency of the service provided with relevant data and implement continuous improvement plans.
Use customer feedback to implement or improve products and services.
Availability is a Keyword in Customer Centricity
Customers are not very interested in knowing what your service structure is and which channels they can use to reach your business. They just want to grab their favorite one and be able to start a conversation right away.
This is where Omnichannel Service comes in. The word is a little strange, but the meaning is quite simple: It’s about being present on any channel that might be relevant to your customers.
There will be those who seek help on Twitter, others will post their concerns among the comments of a YouTube video, and the more traditional ones will simply make a phone call. A customer-centric company will be prepared to respond anywhere and with the same efficiency, always demonstrating that the customer is a unique person, with very specific desires and needs to be met.
That is why being customer-centric is not just a concept, but rather the Mission of a Company. And everyone must pursue that Mission. Empathy becomes a key value that cannot be overlooked. Everything must be thought through and seen from the customer’s point of view, so that the best solutions can be developed.
Aktie Now specializes in helping your company make this change, using special tools designed to give your customers the best experience they could ever hope for. Find out more about what we have prepared for you by contacting us!
by marketingaktienow | May 13, 2022 | English
Acting to meet the customer’s needs and expectations is one of the most important ways of building a loyal customer base
This is because offering products and/or services along with effective customer service is essential to exceed customer expectations and build a good relationship.
To achieve this goal, identifying the factors that please and cause discomfort to customers is essential.
Build a Good Customer Relationship
In addition to the initial interaction for purchasing and / or subscribing to products / services, providing several service channels enables the construction of a robust relationship.
After prospecting and marketing strategies, developing initiatives focused on customer pains and needs should be a priority for the organization in order to build trust and loyalty among the customer base.
With the onset of social media, new forms of relationship between companies and customers were made available in the market. Now the consumer has accessible, dynamic, and fast communication channels to provide ongoing feedback.
To control what is exposed by the customer is essential. A system of this type is capable of providing different types of actions, including: interactions, database development, automation, etc.
Using this tool, it is possible to capture any keywords mentioned, separating each service and creating a catalog. The data can be used in an automated way by qualifying the feelings of a statement as positive, negative, and neutral, or by using the information to shape your planning for the future for example.
Deploy customer service support technologies
Offering a humanized, agile and resolute service is what determines customer satisfaction when it comes to relationships. One of the alternatives is to create a customer service history.
If a person has already had a question resolved and returned some time later, there is the possibility of reviewing the whole conversation – from the very beginning – to get a better perspective of all customer needs. Thus, each service is personalized and avoids uncomfortable robotic interactions.
Artificial Intelligence can also be used to send standardized responses, such as a list of documents for an application or sending of a duplicate of an overdue bill.
In this sense, chatbots emerge as an automated way to reduce Customer Service Times.
Understand your Consumer Profile
Another essential step is to assess whether a particular customer’s question applies to other questions. Data collection, in turn, helps to find out more about the customer. For example, average age, gender, salary range and other types of information that are essential for building internal strategies.
From this, it is possible to build an action plan to solve bottlenecks, as well as formulating strategies based on customer feedback, both in the service team and in the responsible department.
The fact is that ensuring loyal and satisfied customers is one of the greatest challenges of any customer-oriented company. How about putting these tips into practice and improving your service process? Find out how Aktie Now solutions help you achieve this goal.
by marketingaktienow | May 13, 2022 | English
Check out these 10 reasons for why you should adopt our chatbot in your service structure!
1. Interactive, Humanized Channel
When we talk about a service bot, many people think of something too automated. But natural language processing makes it possible to understand intentions and subtleties (important texting contexts) to make the conversation much more humanized.
2. Scalability (anytime, anywhere)
Unlike human service, which requires a much larger physical structure to provide scalability, a chatbot system can serve as many people as the server can handle and all at the same time. In addition, chatbots don’t need to take lunch breaks, go to the bathroom or even take time off
3. Process Optimization
The chatbot can bring together several processes that your company offers, and even make them simpler for the customer. Consult balances or debts, request a duplicate, solve small problems with a product – there limitless possibilities for optimization via chatbot.
4. Skills and Service Standardization
It is only natural that your team has people with higher and lower skill levels. Counting on luck to get a better service is certainly not something that pleases your customer. The chatbot will always respond in the same way, without prejudice to the quality and speed of responses.
5. Bots are Capable of Solving from the Basic to the Most Complex Situations
You’d be wrong if you think that chatbots can only help with simple problems. This tool is ready to help with whatever you want – just train the bot and it will do what you ask.
6. Easy Integration
Seamlessly integrating your chatbot into the different company systems is paramount. With access to customer history in CRM, for example, personalization of service becomes better and simpler. Always remember to check out the integration features when implementing the bot platform.
7. Configured According to each Business
Chatbots are not solutions that work the same in every situation. On the contrary – Chatbots are customizable solutions that are tailored for each company in order to solve their specific service problems.
8. Service Speed
As we mentioned before, the use of chatbots brings agility to the service provided. That’s because robots don’t need to think or look in a system for an answer within the script. It will read and process customers’ interactions and in a matter of milliseconds provide an answer.
9. User Experience Improvement
With so many benefits, the improvement in User Experience is a natural result. When well developed, chatbots bring the solutions that customers expect, which is immediately reflected in the user experience.
10. Always evolving, always improving
Last but not least, we’d like to highlight one of the most important points: the chatbot service is in constant development and thus is constantly improving, bringing in endless growth and innumerous possibilities.
Curious about our chatbot? Schedule a conversation with our experts to get all the answers you may have in order to make the right decision!
