In this fast-paced technological world, the way businesses conduct their operations and interact with customers has changed drastically. Customers prefer to shop with brands that provide them with a safe and enjoyable customer experience. In fact, 78% of customers have reported enjoying consistent interactions.
And when it comes to business executives wanting to stay ahead of the competition and deliver fast and efficient customer experiences, automation technology is the key!
Here are a few effective tips for businesses on how to use automation for delivering a consistent customer experience:
Personalize Content for Every Customer’s Inbox
Many marketers and business owners send out emails and content to potentially everyone on their subscriber list. And while that’s a good marketing strategy, it is not always an engaging one.
Remember, customers like to feel special so make sure you personalize the content that you send to them.
With automation, you can segment your email list and send different blog content to people at different funnel stages. So, for instance, if you sell shoes and cosmetics on your website, you can send shoe-themed content to customers who have a track record of viewing or purchasing shoes earlier from your website.
This will help you create a consistent relationship with your customers and help you discover what your customers like and what additional content to create.
Cadbury used automation to assign a chocolate flavor to every person subscribed to their list according to their age, gender, and location. Once the user agreed to connect with the brand, Cadbury would use their Facebook photos and videos to generate a personal video. The campaign was so successful that it earned Cadbury a 33.6% conversion rate and 65% click-through rate!
Use Live Chats for Fast Conflict Resolution
Due to the rise of social media channels and review sites, customers expect brands to deal with their queries and complaints promptly. In fact, research by SuperOffice shows that 62% of customers expect brands to have a live chat function on their website to answer their queries on the go.
This is where automation can make lives easy for everyone! Companies can incorporate a live chat function where they can instantly communicate with customers. Additionally, many automation tools also analyze and monitor these chats to improve processes considerably.
Companies can also generate priority-based tickets for customer complaints that assign a priority number to each complaint on how quickly it needs to be resolved. Many marketing automation platforms and CRM tools provide options to update a ticket’s priority. So, for instance, if a customer is on a premium plan, automation will enable you to resolve their ticket complaint first.
Such marketing automation tools can help businesses deal with multiple queries simultaneously, improve user experience and provide regular feedback. Plus, managers can also track employee communication and ensure consistency in quality support across all business channels.
Use CRM To Integrate All Communication Platforms
Don’t keep all your social media engagement with customers as your marketing department’s priority only. If a customer sends your company a message on Instagram or mentions the company in a Tweet, it should be visible to all the relevant departments, including sales.
Use a CRM platform that integrates all communication channels to show all customer interactions in one place. This is especially important if a customer uses social media channels to launch a complaint. If the marketing department misses the complaint, other departments can keep an eye on social media messages and mentions.
Incorporate Chatbots For Customer Onboarding
Customer Onboarding is an important stage for a business. To make a lasting first impression on the customers and retain them, business owners must make sure that all customer queries are solved on the go. However, manually answering questions can be a hassle. Additionally, customers no longer prefer phone calls and would much rather message or contact over a website form.
AI-powered chatbots are extremely valuable for the onboarding process since they can deliver pre-prepared, real-time answers to customer queries. Chatbots are also available 24/7 and further take away the pressure from manual labor.
Generali’s chatbot, Leo, drastically enhanced customer experience by averaging 800 conversations per day.
To Conclude
In this customer-driven business world, automation tools are the only way for businesses to stand out from the competition and deliver consistent experiences for their prospects.
An enhanced customer experience will not only boost and retain your customers. Still, it will also open up new avenues for lead generation that will most likely lower overall costs and increase business revenue.
