How Omnichannel Can Transform the Customer Experience

.

The customer experience influences sales, moreover, at Xentric we believe that the customer experience will be the backbone and the most important differentiating factor for companies in this century. Shoppers with great past experiences spend 120% to 140% more compared to those with bad experiences. And in today’s connected world, that experience is directly related to customer service.

Fortunately, with Xentric there are ways to automate the touch points along the customer journey that will speed up the customer’s path to purchase.

You can improve customer service with SMS, whattsapp, or voice communications and add strategic messages along the way to reduce the need for assistance in the first place, or report unforeseen events, or simply report the status of a process such as dispatch, return, flight delay, etc.

Customer service is a part of the customer experience and perhaps the most important.

Customer service and support has become an integral part of the customer experience and your customers want answers in real time. 75% of them use a search engine to find answers to service-related questions before calling an agent, and 44% would rather press a button to initiate an SMS conversation than wait in line to talk to a customer service agent. And today we have tools so we can anticipate the frequently asked questions, and the needs of the customer, even before he discovers that need.

Anything other than real-time customer service is a burden on your customer, it costs them time and effort. Bad experiences increase the chances that they will stay forever.

Instead of pursuing interactions that are irritating to customers and costly to the business, companies can focus on creating an environment for instant, one-on-one conversations. As your customer switches from SMS to whattsapp to a seamless phone call, it’s imperative that your contact centers do the same.
The solution is an optimized all-channel messaging strategy.

An important part of creating a better shopping experience is automating a portion of your customer service. So why not streamline the customer experience before they have to contact your support teams?

Why not generate alternative solutions to a problem before the customer cries out for them?

By using both SMS messaging and WhatsApp, you can reduce the pressure on customer service with strategic messages that guide the customer through the entire process.

Are you interested in use cases that can reduce your high contact level customer support while increasing customer value? Here are some examples.

Order confirmation and payment. One of the best ways to reduce the need for support is by sharing real-time order information, such as payment and shipping notifications. Turn it into a two-way communication channel to give your customers control over their purchases, inform them that the purchase was accepted, the card was charged, the order was generated, the product was shipped, the route, generate a voice call when the driver is an order before going to deliver to verify that someone is at home, and do it at a very low cost.

Product or service updates. Reach out to your existing customers with relevant product information and updates, inform them when they need to update a feature of your software or take the car for a technical overhaul. This is a great way to increase both your spending and brand loyalty!

ETA updates and delivery. Accessing a delivery service provider’s website to find out the location of a package is a difficult task. You can make everyone’s life easier by automating the notification process.

At Xentric we have dozens of examples that integrate all channels and allow for an improved experience, whether it is a B2C or B2B transaction.

By adding cloud communications to the customer journey, you can significantly improve communication and therefore your customer’s experience, generating brand loyalty.

You will save your customers time and effort to get the products they want most, while reinforcing brand loyalty through an open communication channel, and making key interactions with your customer care team smooth and enjoyable for both parties.

Your customers won’t be frustrated with their orders and, if they are, they won’t have to wait in line forever, allowing your support agents to deal with peak traffic. Everyone wins.

Sign up to try Xentric and see how it transforms your customer’s experience and all associated processes and thereby improves sales and margins.

Related posts:

The human body is remarkable. The way it works, grows, learns, and heals is nothing short of a miracle. You would be hard pressed to find anything on Earth that is more arresting then the human body…

The steps on the lower levels are updated more often. I use new ways of optimizing the execution of my plans as I come across them. As I explained in a previous post, there are some critical points…

Elancharan is a multidisciplinary artist and poet. He has a strange love for all things poetical and Sci-Fi. A winner of the Montblanc X Esquire Six-word Story prize 2017. His latest publications are…