After a year of acceleration in digital experiences, customers expect quick service. And no, we aren’t talking about quick shipping, we’ve dealt with that expectation for years. Customers want to get answers to their questions quickly and through more digital means, like social messaging and live chat. The way a customer reaches out to businesses is not the same, so we have to continue to adapt. But how?
An added complexity to this expectation is that these fast-paced conversations are that more customer information should be readily available, so that customers don’t have to repeat themselves and they can have a better shopping experience. Personalization and saved customer information within chat messages helps provide value to customers, as well as helps gain their trust.
Because of the pandemic, the share of digital enabled products has accelerated by seven years, according to McKinsey. This has an impact on those customer experience expectations. Are the tools your team is using staying in the past or keeping up with the future?