So you already know that providing a good customer experience is tantamount to ensuring success, but where do you start? How do you develop and implement your Customer Experience (CX) strategies without breaking the bank?
The answers to these questions are actually fairly simple, and require very little in the way of monetary or technological resources. In fact, good CX starts with routinely following standard principles of business that don't require a gargantuan corporate effort—get started by increasing accessibility, being available, and personalizing customer interaction.
Why Accessibility is a Priority
A CX-focused business is dedicated to providing positive and memorable experiences at every step of the buyer journey, and at every interaction with the customer. But all your efforts are wasted if you don’t first focus on digital accessibility.
Put simply—make it easy for your customers to find the information they seek, and to contact you when they need assistance. Today’s consumer market expects to be able to find information quickly; in the age of instant-cars to instant delivery services, they don’t want to waste time combing through big blocks of text or clicking through several web pages.
Likewise, they want more direct methods of communication. Email support and filling out forms is not doing your customers any favors. Sophisticated chatbots, live support options, and social media interaction are essential to letting your customers know that they are important and that you are listening!
Also consider that a significant portion of your customer base may also have a disability that inhibits them from viewing a website without accessibility options. If you don’t ensure that your website adheres to the International Web Standards that define what is needed for accessibility, you could be alienating a large portion of your target market.
As mentioned earlier, consumers today want information fast, and they want answers to their questions just as quickly as well. 68% of customers say the service representative is key to a positive service experience. Additionally, 96% of customers say customer service is important in their choice of loyalty to a brand.
So how can you be available around the clock without staffing your customer service team 24/7? Chatbots! From their initial inception a few years back, chatbots have grown leaps and bounds with intelligent abilities such as routing customers to product information, connecting them to various departments where they can sign documents and making payments, as well as a host of other functions.
Best of all, chatbots can be deployed on your website or app with minimum code, making them a powerful part of your customer service solution. Connect with our powerful and friendly chatbot, Zoe, and see how she's transforming the customer experience.
A Personalized Experience = Increased Customer Loyalty
Get to know your customer the best you can and personalize as much of your communication with them as possible. 80% of customers say they are more likely to do business with a company if they receive personalized service. Providing personalized service isn’t difficult or expensive to do, either.
But you’ve got to know and understand your customers, as well as their wants, needs, and their pain points to truly deliver exceptional personalized service. Collecting and analyzing customer data, offering suggestions based on previous customer purchases, focusing on product features that solve customer problems, and tailoring your marketing to specific customer personas will enable you to better customize and personalize your CX strategy.
In essence, make each customer like a priority, special, and heard. After all, CX is all really all about customers feeling valued! Use their names, personalize their experiences with your company, and thank them. Make memorable experiences at every interaction they have with you to build trust in your brand.
Customers who feel valued will continue to do business with your company. Customers who have a poor experience, whether with customer service that isn’t helpful, a website that is lacking in information, or an interaction that doesn’t make them feel valued, will choose to do business with a competitor.
It’s as simple as that.
So before you start planning massive customer experience strategies, begin first by making sure your accessibility, availability, and personalization games are on point. Do that, and you’ll already be well on your way to achieving your CX goals. Book your free demo today and see how you can can leverage Zoe to take your business beyond email and phone support by offering a personalized, always-on experience.