Let’s talk Digital CX!

The meme about Covid-19 being responsible for the digital transformation in the organizations sounds already old but still holds true and stays relevant!

The pandemic has introduced years of change in the way companies across all sectors and regions do business. A study by McKinsey has stated that the pandemic has fuelled the adoption of digital technologies by several years – especially in areas like customer experience & interactions. (Data mentioned below)

It is pretty obvious for companies to hyper-focus on Customer Experience (CX) as it leads to increased customer retention, loyalty to the brand, and, as a result, protects their bottom-line growth!

Building a customer experience standard:

What’s important to keep in mind when thinking of a better customer experience is that it doesn’t just start and end at some particular point of the buyer’s journey.

One of the key aspects that’s quite often overlooked is that customer service actually starts way before a customer reaches out to your business.

From a B2C context, providing a better experience could mean how easy it is to navigate through your website or how likely the visitor is able to find relevant information about your product/service. The section with FAQs may be handy but not all visitors put the time & effort to read through the same. (Some are just lazy, just like me :P)

Here’s where a proactive customer engagement platform comes into the picture! This enables you to let your customers experience real-time support on your website. If you’re unable to respond immediately, you can encourage them to fill in a contact form and ensure you get back to them at a suitable time. For getting back to them, the Omnichannel Helpdesk has got your back!

What else does it do, you ask?

• Customers expect businesses to be present everywhere, literally on every platform! Here’s where the Omnichannel helpdesk system takes charge ??
• The faster your response, the happier your customers are ?? 
• The live-chat platform can be leveraged not just for instant support but also for boosting marketing & sales efforts! ??
• Tangible success metrics – Modern Helpdesk system enables you to track the metrics that matter. Be it CSAT, NPS, FCR, AHT, etc., it gets you covered!
• Reduced customer service costs – by deflecting redundant queries and focusing more on high-priority support tickets.
• Competitive advantage - Too many businesses are still taking this channel for granted and hence an early mover advantage to companies who have a system in place!

If you would like to have a look at one such modern Omnichannel Helpdesk system, this may interest you – Freshdesk, the ONLY ‘Visionary’ in the 2020 Gartner Magic Quadrant in the Customer Engagement space!

In case you want to visualize how things work, just consider me as your CX Wingman, and write to [email protected]

Let’s fast forward your Business & CX!

Cheers