In an age of mass marketing, it’s safe to say peak sales periods, especially Black Friday and the holiday season, can be overwhelming for consumers. Consumers receive irrelevant information from companies that doesn't match their personal needs and desires, so it's no surprise people might want to switch off and tune out all forms of marketing until the season is over. As an eCommerce player, you should always be looking to avoid this by diversifying and personalising your marketing strategy in a way that suits your customers' needs.
As a member of the customer service team, you stand on the frontline of customer interaction every day. In a world where customers demand quick and personalised service, long wait times, impersonal responses, or worse, incorrect answers, can quickly drive a customer away. Your goal, however, is to connect customers with your organisation and deliver the best answers and service possible.
Meeting customers' expectations remains the biggest challenge in service. Speed, convenience, and accurate responses are critical to achieving this. With the power of Generative AI, customer questions can be identified, categorised, and resolved more quickly. Plus, your organisation is continuously fed with data to improve the entire customer journey.
In the real world, people use different environments to achieve different goals. They’ll go to brick-and-mortar shops to compare prices and competitors. Visit a showroom to experience products up close. Or schedule a meeting to see a live demo. But is that how it works in the digital world? Yes, it is. The digital world has various environments, too, from websites to messaging channels, social platforms and more.
Every channel where customers interact with a brand offers a different experience. Among the most distinctive is Instagram. Unlike other social media apps, Instagram users scrolling through posts often feel a deeply personal connection with the sources they follow: celebrities, favourite products, and subjects they’re passionate about. It’s a community built on trusting influential people.
Facebook. Instagram. TikTok. There’s a rainbow of social media channels available to customers today. Some are visual; some are about connecting with friends; others are more business-like. But if there’s a single channel that spans communication in all its varieties, it’s Meta-owned WhatsApp.
Chatbots spent a decade-plus as a technological sideline: nestling at the corner of websites, roaming the odd FAQ, inviting people to click with a hopeful link. They weren’t a big part of the customer experience. But now – suddenly – they’re everywhere.
With increased consumer and business choice comes increased pressure on sales teams. Now more than ever, it’s vital to ensure leads are qualified and every sales team member is maximising their chances of converting. Equally, cross-selling to existing customers and growing revenue per user is crucial to building incremental revenue. So how can you generate a large volume of leads, qualify them and ensure your team is only going after those leads most likely to convert?
Having a chatbot on your website or social channels is a good start. After all, it shows that you care about delivering a great experience to your customers, and you want them to be able to contact you in a way that’s convenient for them. However, if that chatbot doesn’t provide a great customer experience, it can instantly undo much of that goodwill. A chatbot is only as good as the answers it offers. Here are four key chatbot components you need to consider.
Customer service teams face a vast range of challenges in their day-to-day. Customer expectations are higher than ever, and large volumes of repetitive queries can test their patience and create stress where there needn’t be any. That’s likely why the average customer service representative only stays in a job for 12 months.
If you want to update your contact details, perhaps your address, at a particular company, you'll often send a message and wait for a reply. And you wait. And wait some more. You may feel annoyed. Or perhaps you'll try to get the job done via another channel. Annoying right? Have you considered your customers may face this situation when contacting your business? Or thought how easy it is for your customers to reach you via their preferred channel?
By now, we’re all familiar with customer-facing chatbots. They help us to do everything from checking our bank balance to returning unwanted items. What’s more interesting is an internal knowledge base chatbot. Rather than helping customers, this ‘bot’ assists your team members and delivers knowledge. Yet, the technology is underused for internal business communications in housing associations.
In the run-up to any event, attendees will have numerous questions, such as "how do I get there," "where can I find my tickets," and "Is there somewhere to stay nearby." F1 fans often ask these types of questions before the Formula 1 Heineken Dutch Grand Prix.
The market for generative AI has experienced significant growth, with over $14.8 billion of venture capital invested in startups building their products on Large Language Models like OpenAI’s ChatGPT and other generative AI tools. The space is booming, evident from the high number of website domain registrations in the field every week. The key challenge for most companies is to find out what will propel their businesses moving forward.
Even the most easy-going among us can get a bit nervous if we need clarification on what's going on with our order. We've all been there, combing through our emails from the past month, searching for payment confirmation, or fretting about whether our product has accidentally been shipped three-quarters of the way around the world to an unknown location, never to be seen again.
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