Consumers have high expectations and if your clients fail to meet them, they’ll quickly lose customers. In fact, after one negative interaction with a company, 51% of customers will never do business with them again.
Customer interactions include every piece of communication that a business has with customers, from the first greeting to closing the sale, to maintaining a business relationship. Each one of these interactions influences your clients’ ability to convert and retain customers in the long term.
Nationwide lockdowns have caused customers across different demographic groups to become accustomed to digital interactions. Even as the country reopens, it’s clear that customer expectations have changed permanently. Offering seamless digital connections throughout the customer journey is no longer optional — it’s mandatory.
However, many businesses struggle with managing customer conversations. In fact, over 50% of companies report that providing a seamless experience across channels is their single most critical customer experience issue.
Managing customer connections is an ongoing process that your clients should be constantly seeking to improve and iterate on. This creates the opportunity for your agency to provide value by helping your clients master customer connections.
Audit how your clients are currently managing interactions
75% of consumers expect consistent experiences across multiple channels – web, mobile, in-person, social – with 73% likely to switch brands if they don’t get it. In order to begin helping your clients effectively manage customer messages, you’ll need to evaluate the following core areas:
1. Omnichannel customer interactions
Today’s digital customers interact with a brand through various channels at their convenience. Even if consumers swap between channels, they view their conversations across these mediums as one single interaction.
For them, your client’s brand is a single entity, and changing the mode of communication should not result in losing the context of previous conversations. Thus, your clients need to be present across all relevant channels and should be able to manage all messages in a seamless, omnichannel manner.
Audit the current channels your clients are using to manage their conversations. This process can help to identify opportunities to expand touchpoints along the customer journey and optimize the customer experience.
2. Maintaining cross-functional data synchronization
Be it Sales or Customer Service, the way businesses manage their customer messages across departments holds the key to retaining and increasing their customer base. Consumers typically interact with different departments as they navigate the buyer’s journey.
It falls on the business to ensure that all the information regarding customer queries and feedback is visible to respective teams in a cohesive manner. Audit how your clients are sharing data interdepartmentally.
Identify gaps, establish processes, and leverage technology to help your clients foster a culture of data transparency. With artificial intelligence software, your team can analyze customer feedback from reviews, surveys, and messaging. This will give better insights to help relevant teams deliver personalized service and identify upselling and cross-selling opportunities.
3. Empowering your clients to deliver better interactions
Managing multiple inboxes has become a harrowing task for even the most robust teams. Toggling between multiple channels hampers productivity and deteriorates the quality of customer interactions. Your clients should be equipped with the right tools that reduce the complexity to access customer interactions and deliver better customer experiences.
Centralize customer interactions for your clients
Experience Marketing software centralizes all of these channels into one Unified Inbox, enabling your clients to craft the perfect response for every customer interaction; they’ll be able to clearly see who is sending what messages to customers, and engage teams across the company to consistently deliver a winning experience.
From the first point of contact, all of your client’s customer communications will be stored in one location. Whether it’s leads or customer queries from their Google My Business listing, Facebook Messenger, Webchat, and SMS texting, all conversations can be found in one inbox. Your clients will be able to carry on conversations across multiple platforms without missing a beat.
Additionally, the right platform will empower your clients to quickly gauge how happy each customer is in real-time by checking their NPS and satisfaction scores. With this insight, your clients can send referral requests to their happiest customers or deliver targeted responses to those who need a boost.
Customer messaging plays a pivotal role in acquisition and retention. Guiding your clients to implement a seamless, omnichannel approach to customer interactions management will provide value with measurable impact on their KPIs.
Help your clients leverage the power and reap the benefits of Experience Marketing software to enhance customer experience and supercharge growth.