7 Ways to boost Omnichannel Customer Experience
A good customer service experience ought to be valuable, instructive, and pleasant. Otherwise, the customer will not return. It’s as simple as that.
For many sellers, their website has evolved into a 24/7 flagship store. As a result, in the battle for winning consumers’ hearts in providing an amazing customer experience has become even more important.
According to a new research, Consumers are now more demanding than ever. Unfortunately, the survey revealed that businesses are wasting major possibilities to attract and convert customers.
One of the most effective approach to enhance customer engagement is to implement a well-thought-out omnichannel strategy. It helps in the development of better relationships between buyer and sellers, and as a result, it keeps your competitors away from radar.
As a result, businesses must invest in an excellent omnichannel customer experience in order to succeed today.
Let go through 7 tips and strategies to meet customer’s expectations.
1. Keep everything simple and clear
No one like messy things. So keep everything clear in terms of usage, price, even for ingredients. According to a customer experience survey, Almost 2/3 of Buyers believe that clearly stated pricing are critical for a positive online shopping experience, and 77% want search and filtering tools to seem simple and familiar.
2. Win them by free and fast shipping
There is no doubt that Online Buying Decisions are influenced by Shipping. 73 % of online shoppers in United Kingdom feel that free delivery is critical for a positive online shopping experience, while 42 % feel that next-day delivery would enhance their chances of purchasing a product the most.
3. Be mobile friendly with online chat option
Chatbots can be a good option. 24/7 customer support can be very effective for business. Customers may quit the online shopping if they have questions and can’t find a method to contact you.
It is a proven fact that 80% of shoppers use their smartphones when shopping in a real store. It might indicate, for example, that they are checking the shop’s website to see if an item is in/out of stock. No matter how good are your marketing campaigns, if shopper has bad experience on mobile, they are less likely to buy anything. That’s why, it’s a great omnichannel strategy to provide accurate information about products and services by using technology.
Consider the fact that by 2030, the average person is expected to use at least 15 linked gadgets. Investing in apps and other technology gadgets today will force companies to take a more aggressive approach to customer service and support.
4. To Increase Loyalty, decrease response time
There are several AI marketing tools, that can help. We cannot underestimate the power of social media as a customer service tool. Customer satisfaction and loyalty may indeed be increased by using social media. Many organizations fail to understand the expectations of their customers, when it comes to offering customer service through social listening.
There is a time lag between when customers expect a response after contacting a business and when firms actually reply. 32% of customers want a response within 30 minutes, and 57 percent expect the same response time on evenings and weekends.
But somehow the average response time for large companies is 157 minutes. The number of companies who react within the specified 30 minutes time limit is barely 8% . And a whopping 13% of firms never reply to client feedback on social media!
5. Make it a Fun Experience
In general, marketing tactics need great attention to detail. Assume that a well-known tourist destination has just invested in a highly dynamic and mobile-responsive website. Even before arriving at the location, it will keep the buyer amused.
These interconnected channels not only give information about the site, but also allow clients to download directions to the site, download an app to identify the finest restaurants and bars in the neighborhood, and submit photographs and share their experience on social media.
It’s how you keep your clients happy before, during, and after their visit.
6. Connect online and onsite shops
Several services, like Click & Collect, have been around for a long time, and I’m sure everyone uses them. Nothing beats picking up your package on your way to or from work without having to worry about when it will be shipped or delivered.
Some stores go even farther and provide options like reserve and try in store. This type of experience allows the consumer to shop according to his preferences. To stay ahead of the competition, you must find a balance between offline and online customer service.
7. To Increase Loyalty, Please remember the Knowledge Gap
According to a BrightLocal poll, 88 percent of customers trust online reviews as much as personal recommendations, with 72 percent taking action after reading a favourable review. Customer recommendations are obviously vital for business growth, and gaining them necessitates an exceptional brand experience.
However, just 10% of survey respondents said their organisation provided exceptional service, indicating that there is still much opportunity for improvement. The average profit per customer might grow by 25 to 100 percent with just a 5% increase in customer loyalty.
Now we can say that, Marketing is essential for all organisations since it generates revenue.
We spoke about seven approaches to improve your omnichannel customer experience in this article. Improving your omnichannel customer experience may be a difficult and time-consuming endeavour.
As more businesses begin to dominate and master online, you must guarantee that your customers have a pleasant experience anytime they browse for your products or services.
I don’t think following these strategies to increase omnichannel customer experience will hurt. isn’t it?
