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4 Ways Digitized Customer Experience can Beneficiate Your Business Motives

Customer experience is the overall discernment of a customer about your business’s service or brand. Customer care is a subset of the set, ‘The customer experience’. It is also abbreviated as CX. It must be noted that every little thing done in business will impact a customer’s experience. This will decide if they want your services in the future or not. It is impossible to think of any business which won’t get benefited through improved customer experience. So let’s have a look at how digitized customer experience will change the business scenario.

What is “Digitized Customer Experience”?

The word “Digitized” indicates anything related to the electronic medium. So digitized customer experience is defined as the interaction with the customers through a digital interface of a business. Digitally answering customers’ queries through Artificial Intelligence is a first-hand example of digitized CX. Chatbots, online voice, AI, and bots, Co-Browsing are the platforms available in today’s era. 20% of improvements in the customer feedback has been observed in NAT CSAT scores. Digitized customer services also decrease the customer’s tantrums areas drastically. Now you may have the questions regarding how digitization improves your customer experience, and to answer that, below I am depicting the ways it can benefit your business.

4 Ways Digitized Customer Experience can Beneficiate Your Business Motives

Following are the 4 common ways the digitization in the customer experience can beneficiate your business motives and make your business stay out from the market competition,

Increases Customer Loyalty.

Loyal customers are treasured by any kind of business, and businesses with limited staff and resources, digitized customer service seems to be a boon of this. Answering every customer’s FAQs is not only time consuming but also extremely exhausting. Artificial Intelligence helps in this part by answering those FAQs by reducing the consumed time and being available at every time it needs. AI-oriented eCommerce services like chatbots, online voice message options, or dashboards are user friendly where the customers can easily get personalized. Also, it will be beneficial for both customers and the business owners as their time will get used more profitably instead of having long hectic customer care calls or waiting in long lines at the service centers.

Increases Customer Satisfaction Rates.

As mentioned before, customer satisfaction is guaranteed by implementing digitization in customer services. A user-friendly interface from any place through a smartphone, laptop, or tablet is unquestionably agreeable for a customer. Also what principally satisfies a customer is, to have an easier option to reach the customer services within minutes. Hence even if a customer has multiple doubts, s/he will have an easily accessible and guided handy approach. This also ensures that your customers will always be connected with you and be within your reach.

Improves Brand Reputation.

With the fast-changing world, the adoption of new technologies is a must. Better-word-of mouth marketing will give positive reviews about your business. It will also bring in good recommendations from your previous customers. And it eventually improves your business reputation with good global impacts on your brand. 49% of the companies have still not adopted these services and there is a market that contains highly engaged customers. Highly engaged customers are those who invest the most in a business. So it is a huge market that can be attracted through digitized services. So, if you want to have them in your business, then digitization is a must.

Decreases the Expenses.

Hiring staff solely to answer customer queries cost a fortune to the company. Instead using a digitized customer care forum to answer nominal questions indicates less capital loss. In case the customer query is much complex, the AI can automatically transfer the issue to the service executives and add the theme to the chat/call. Research shows almost 25% of expenses can be reduced through digitization in the customer services and use it to expand the business in other areas or to hire more skilled employees in other processes.

There are disadvantages too…

With all the glittering goodness of the digitized customer system, it also carries certain disadvantages. The key disadvantage is that customers are not always sure what they are looking for. Most customers are not even aware of the advanced technologies. This era is a mixture of two generations where there exists a huge generation gap. Millennials are more inclined to technologies, but more than 50% of the potential customers are still non-millennials. So what seems to be the perfect time to capture the larger market is also the time, which can put a great risk of losing present customers. Hence, the businesses need to follow both the digitized and traditional customer services, which again will increase the business cost.

Overall we must keep in mind that these processes of transformation must lead to a more comfortable experience for the customers. If digitized customer services fail to fulfill the privileges of traditional services, then it will nowhere be a blessing to the customers. With digitalization, these benefits will not be compromised at any cost. This highlights a quote by George Westerman “When digital transformation is done right, it’s like a caterpillar turning into a butterfly, but when done wrong, all you have is a really fast caterpillar.”

Thank you for reading the article. Please feel free to contact us regarding any doubts about the article.  It will be our pleasure if you share this article with your loved ones and share your views in the comments. For digitizing your customer services, please contact us. And to get a quote for a ready-to-use website for your business, please get in touch. Team WinSquares is always there to help you!

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