Customers are undoubtedly the most important aspect to any business. Unless it’s bought, a product which is an invaluable treasure to technological world, is just garbage. It’s the extensive usage of products by the customers that defines the success or failure of a company.
With customers being such an intricate part of a business, it’s imperative that we provide effective solutions to their issues swiftly. The wider your customer-base, the tougher it is to manage it. To provide solution for a problem affecting 80% of your customer base, you need wide channels and better technology that will resolve the problems. Better customer contact management services will ensure a smooth communication channel with minimum confusion. Five most effective tried tested way of doing so are mentioned below. 1. CRM Software's: Major CRM players in the market understand the importance of their products. For the same reason the development and research for better functionality, reduction of processes and addition of AI is always pushed to be incorporated for providing solutions to you and in turn your customers. BI, AI and cloud based software's will provide assistance to your business like nothing else can. No matter where you are as a business it is crucial you delve into CRM software as soon as you can. 2. Live bots or Chat bots: During a major outage or critical issue customers want to be heard. They will try to get in touch with you to have their voice heard at all costs possible. If this widespread issue requires a quick fix from every customers end, you need a huge manpower. This however can be worked out with a Chat or live bot. With their innovative response system, any minor issue can be dealt with without the requirement of a critical resource assisting in a major outage. At the same time the checkout page assistance can be provided by chat bots and thus greatly reduce the time used by real time customer support agents. It’s a really easy and effective customer service solution for small business. 3. Reaching via messages: A business running smoothly requires timely updates of failing services so it can be fixed as quickly as possible. For the same reason customers can be reached out to in case they need to report an issue with their experiences. A delivery app can send timely updates on SMS and messaging to let the customers know of any changes in the delivery time or just to let them know that they can reach out to you in case of a failed order or service. SMS has been one of the most effective and simple customer service technology solutions available since a long time and it’ll not be going away still for a long time 4. Social media support: The world runs on social media. People have been spending more and more time each day on social media. If you can’t reach customers at a place where they spend most of their time, you’re not utilizing your resources to the maximum. A social media page of your business can work to understand concerns and complaints the customers raise on a social media platform. Addressing them quickly is crucial to avoid bad press and to ensure the early resolution to an issue which can be dealt with in a by the customers themselves. A recent report showed that customers tend to resolve the issue themselves in a better way if given the proper resolution techniques and not involve the customer service executives at all. 5. Look to the future: With the future looking one step closer each day at a speed faster than we could have imagined, there’s an inescapable need of working to find technologies that can provide customer service solutions. Few of the technologies that look to be developed providing solutions would be Two way video, Augmented reality, Virtual assistants, Messaging (which’ll never go away) and Connected devices. All of which make it easier to manage customer service requests and provide better solutions. " Customers like having their voice heard. Hence if not provided with quality service, you’ll feel the heat. So keep trying to find out and apply the ways by which your customers feel the most in touch with you and feel confident that you have their back. "
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Omni Channel is a multi-channel approach to sales, which provide customers with a seamless shopping experience, whether the customer is shopping online by telephones, mobile or desktop device or in a bricks and mortar store.
It is important to note that when properly deployed, Omni channel marketing can drive sales and create brand equity. So, are you looking some of the best tips for Omni marketing using which you can boost your business success? If yes, then you are at the right place. Here below are some of the most essential tips about the Omni channel marketing which will help you to boost your business success- 1. Your brand should be omnipresent The principle of omnipresence require that the brand should interact with their customers across TV, radio channels, social media, mobile apps, web not to just give promotional messages but also to understand users makes buying decisions and delivering the message in real time. As, nowadays users do not go to a retail shop for buying product available off the shelf. They just simply search it online. So, the diverse channels should be interconnected so that buying becomes a seamless experience which buyers cherish. 2. Understand your customer A customer is not just a lead converted into the business but an individual with a personality of their own. Surveys and big data can give some insights into customer behavior and what they actually want from the product. So, it is important to understand your customer desires and behaviors for better outcomes for your business. 3. Get customer data and intelligence Data is an essential part of omni channel marketing and it must be pulled from all possible sources. It is further incorporated into the marketing strategy to provide seamless, integrated experience. 4. Have the right technology in place Without proper technology in place, omni channel digital strategy used for better results may not deliver the right messages in time and result in loss of business. For having the right technology in place, you need to have a good CRM ( Customer Relationship Management)software which must be integrated with ERM ( Enterprise Resource Planning) in the backend. 5. Learn from the success stories Those people who are new in the business must analyze some of the success stories in omni channel marketing. The most quoted success stories are of Starbucks, Taco, Denny’s, Virgin Air, Disney etc. You can read their success stories and get ideas from there also for making your new business successful. 6. Have a grouping of internal stakeholders Having a proper CRM system and apps to take care of messaging and communication are essential for success. But, more importantly, it is the grouping of stakeholders in the strategy which must be taken care of. It may include the content marketing, software developers, customer service, marketing teams, logistics teams and public relations. 7. Get internal support and sponsorship From medium to large organizations, omnichannel require considerable investment compared to multiple or single channel marketing. It is essential to get boardroom support for the initiative. For this, CEO and directors may have to be shown a business case with possible ROI ( return on investment) for getting support. 8. The need for unified marketing platform Customers expect offers and promotions on the basis of their relationship to the company. Therefore, marketers need actionable data which reflects purchasing behavior, their interests and preferences, for engaging them and delivering good offers. 9. Have a mobile-friendly platform One of the most important reasons why omni channel failures are reported is the inability of the organization to build a mobile-friendly platform or business processes optimized for the mobile. Amazon, Starbucks, Birch, Taco are all companies that achieved success in omnichannel marketing by having the focus on mobile. Therefore, always try to focus on making your online business mobile friendly for getting more profit. 10. The changing dynamics of supply chain Consumer products, retailing companies need to have a proper strategy, agility and visibility to achieve success in an omni channel supply chain. New technologies can be utilized to better track goods movements including Electronic Product Code (EPC) and Radio Frequency Identification (RFID). More importantly, products must be web ready to be shared on different channels for a business success. Conclusion Omni channel reaches the customer through all channels at their convenience. Omni-channel has helped businesses provide better customer experience and get rewarded in terms of increased loyalty, top-line and bottom line growth. Are you looking for an organization who will help you to know more about Omni channel marketing for better business growth? If yes, then choose Omni Interactions. They will help you to generate more revenue for your company by providing high-quality customer service technology solutions which will make your contact center world class. |
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