3 Ways to Enhance Your Digital Customer Service Strategy
Guide and Best Practices
With the majority of businesses having to close down their in-person operations during the Coronavirus pandemic, they are trying to make decisive shifts to keep their customer service and support operations running. This crisis has revealed that a robust, digital-first customer service strategy is required in order to maintain long-term business resilience and success.
Use this guide to understand the elements of an effective digital strategy and how to implement them for your own organization.
Delivering Excellent Customer Service
In a customer-experience-driven world, the role of the customer service and support team has grown more critical. Businesses that view their customer service and support simply as an expense rather than as an investment are missing an opportunity to develop long-term customer loyalty and—ultimately, a healthier bottom line. But providing a great customer experience isn’t as simple as giving out free goodies or having friendly individuals at call centers. Business leaders must intentionally craft a customer experience strategy that leverages both traditional and digital elements.
Serving Customers Digitally
Digital customer service cannot be independent of the overall customer experience strategy; the digital channels including AI communication widgets and Virtual Store that a business uses will become a critical component of an overarching customer service strategy.
Your Customers are moving towards a fully connected world enabled by technology. They demand immediacy, connectivity, and simplicity in every interaction on their buying journey. Traditional means of customer service alone will no longer be sufficient for serving the needs of connected customers as these slow and reactive processes cannot effectively anticipate and deliver against fast-changing customer expectations.
Businesses are now at a crossroads of strongly considering how their companies are organized. Companies that can provide relevant and agile customer service will be the ones that differentiate themselves from their competitors. ShareMe.chat was designed to effectively make it easy for Dealers to provide the latest digital Customer service to ensure they are on the cutting edge.
So, what does this all mean for the future of customer service? Consider ShareMe.chat’s ai communications widget & virtual platform. Whether or not businesses are ready, customer service as most professionals have known it is changing. As emerging channels/AI communication widgets and new technologies become more common in the customer journey, business leaders will need to determine how to integrate these into a customer service strategy. Otherwise, they will have to deal with a technology stack of disparate, overlapping systems in the coming years. As a result, they’ll be at risk of creating a disjointed customer experience.
To avoid this, businesses need to consider how to get a complete customer service strategy that leverages both digital and traditional channels/AI communication widgets of engagement. ShareMe.chat platforms include learning stages, Google reviews, Customer Testimonials, Community Pages for Future Customers to learn from Current Customers and more.
By planning and executing a digital customer strategy that is integrated into an overall customer experience strategy, leaders will be better equipped to optimize business efficiencies, accommodate growing customer bases, and move quickly to meet future needs that arise.
Elements of an Effective Digital Strategy
Since a digital customer service strategy is one facet of an overarching customer experience strategy, it’s critical to first determine the overall vision and strategy for the organization. This strategy should then dictate what digital and traditional channels/AI communication widgets should be used.
Ask ShareMe.chat for the “Data” to support the importance of moving to Digital Strategy and a full demo.
Do not forgo this step just to jump into actionable items, but rather, take the time to set aside a team that is responsible for not only setting overarching customer service goals with ShareMe.chat, but also acquiring and implementing the technology to ensure success.
1. Understand Current Customer Journeys Ultimately, every element of customer service needs to support the customer and make their experience better. This will require in-depth knowledge of how a typical customer interacts with the business.
To gain a deeper understanding of the typical customer journeys online, ask the following questions:
☐ What channels are currently provided to customers, traditional and online? Which of these are most popular?
☐ Where are the points of conflict during a typical customer journey online when a customer will reach out for help? Remember to consider the entire journey, from first-touch, to purchase, and afterwards.
☐ Is it possible to streamline this journey?
☐ Are there commonly asked questions or processes that customer service teams spend a lot of time answering?
☐ Do you offer any online, one on one training learning to engage new Customers?
☐ Why can you not offer services throughout North America?
Emphasis on Omnichannel Experiences
Customers interact with several different devices and touchpoints in their journey; this can include customer cell phone (apple Andriod) tablets and desktop. These interactions cannot be siloed, but rather, must deliver consistent information across every device to provide a unified experience to customers. For example; doing so efficiently and successfully will prove to be a powerful competitive advantage.
Assess the current channels being provided; do they all provide an engaging experience for customers? Are there channels/AI communication widgets that customers prefer to use that the business is not offering, or even are there channels/AI communication widgets that customers aren’t using?
No matter what channels are used or being added, traditional or digital, strategize how all can work together to deliver an experience that will satisfy customer demands and establish a competitive advantage for the business.
2. Implement the Necessary Technology
With a more comprehensive understanding of typical customer behaviour, assess and implement the technologies needed to execute the overall strategy.
Investments into these different technologies should not be made in isolation or simply to keep up with the latest trends, rather need to make sense for customers, within the context of the larger customer service strategy and business requirements.
The first step to excellent digital customer experiences is self-service. Empowering customers to find the content and information they need themselves is not only how customers prefer to interact with businesses but also brings immediate benefits such as cost-savings and productivity gains by reducing the number of calls into the customer support center. Businesses should be working towards digital-first customer service, having a limited number of highly skilled service representatives that can tackle difficult situations, with the majority of customers being guided through self-service offerings.
Consider how to begin offering self-service channels/AI communication widgets;
By implementing self-service into different channels/AI communication widgets and Virtual Store, it will be more scalable to deliver consistent experiences throughout. An investment into self-service will be an investment into building a better long-term digital strategy.
Artificial Intelligence and Machine Learning
AI technologies will become more commonplace in enhancing existing applications and processes. Although many businesses want to seize the opportunity to use AI to enhance customer service, many are struggling to discover the right use case for AI.
Like investments for any technology, businesses need to first identify how AI should fit into the customer service journey or what specific pain point it should resolve. Some popular use cases for AI so far include leveraging the technology for more personalized self-service, virtual assistants, or automated case management routing and workflow assignment.
The Role of Digital Experience Platforms
As several technologies are used, customer service technology stacks will start to contain disparate, overlapping systems leading to disjointed customer experiences.
To combat this risk, ShareMe.chat's platform digital experience platform can facilitate the integration of existing services into a one, unified user-friendly platform. Within a ShareMe.chat platform and applications can be easily connected to provide consistent omnichannel experiences.
Additionally, ShareMe.chat apps are built to be flexible and extensible, so the platform not only can unite new systems and incorporate emerging technologies as they arise but also can be extended for other future needs.
For example, a robust ShareMe.chat can build multiple customer-facing solutions, all on the same platform. Instead of separating every touchpoint onto different sites, businesses can build self-service customer portals, communication/learning rooms, status update websites, and other solutions that can connect to third-party applications and legacy systems, all on one platform. This allows businesses to save resources by not only needing to manage fewer systems but also reusing existing elements to build new platforms and touchpoints much faster while also maintaining brand consistency, rather than having to start from scratch across a range of point solutions.
3. Measure Success
Equally critical to implementing a strategy is measuring its effectiveness. Track metrics such as:
• How long it takes for customers to resolve their issues • The volume of calls to customer support etc.
• How many Customers log onto the platform or communication widget, website and more. Data is so important.
It’s also beneficial to have either customer support teams or a neutral third party reach out to customers to rate or review their experience. Make sure to incorporate a regular assessment of tactics and channels/AI communication widgets to implement improvements and build out an experience that will be beneficial for customers.
Putting Everything Together
Getting started on a digital-first customer service strategy may seem difficult and resource-intensive; however, the investment and commitment put into maturing a digital customer service strategy will be well worth the benefits of optimized business efficiencies, increased agility and scalability, and ultimately enhanced customer experiences.
Don’t feel overwhelmed by the task ahead; start by determining overall customer experience goals and understanding how customer service fits into that overarching strategy. From there, it will be more clear what different traditional and digital channels including AI communication widget and Virtual Store can be leveraged to fulfill that vision. Then, adjust the strategy and tactics as more data is collected and customer satisfaction is measured.
There is no one-size-fits-all customer service strategy; every business will need to tailor the services and digital channels including AI communication widget and Virtual Store, so it provides to meet the unique demands of their customers and business. But regardless of what each strategy may look like, businesses with mature digital customer service strategies will be equipped to better serve their customers’ needs, thus providing an experience that will retain customers for the long term.
Work with ShareMe.chat