Customer Experience
April 15, 2021
How to Improve Customer Service Response Time with an AI Chatbot
The modern-day customer is impatient. The moment internet users land on your site, the clock-to-conversion starts ticking. Did you know that 78% of customers buy from the company that responds to their inquiry first? If you response to the visitor after five minutes, the chances of lead conversion will drop significantly by 80%. In business, relationships are everything and every relationship starts with a conversation. Visitors do not come to your website to fill up contact form, they would prefer to speak to someone who can help out with their questions about your products and services. The CMO council has reported that customers has rated “fast response time” as the top most priority for good customer experience. Brands cannot afford to[...]
April 4, 2021
Why Conversational CX is the Modern Marketer’s Most Powerful Tool
Today’s customers are more connected and better informed than ever before. The stakes are high when it comes to making purchase decisions, and your competitors are only just a click away. That’s why product and pricing alone aren’t the only things that are important. You also need to offer a conversational customer experience that’s personalized to the unique needs of every individual. What is Conversational Customer Experience (CX)? Customer experience is the new marketing, and it has always revolved around facilitating meaningful conversations and building relationships with customers. Being personable and human in your approach is now the key to maintaining a solid brand reputation in the age of online reviews and social media. But CX is still widely viewed[...]
March 23, 2021
Integrate Social Messaging Into Your CX Mix
The usage of social messaging around the world is ever-increasing. Messaging apps have more users today than ‘traditional’ social media platforms. Six years ago, the number of monthly active users (MAUs) on the top four social messaging apps (WhatsApp, WeChat, Messenger and Viber) surpassed the number of MAUs of the top four social networks (Facebook, Instagram, Twitter and LinkedIn). In 2020, Social messaging has reached 2.7 billion active users worldwide. This growing trend has changed the landscape and how businesses interact with their customers. Businesses are looking for more ways to reach their customers, they're now entering the scene as well. In a recent research conducted by Salesforce, customers today demand a different type of relationship with brands, 71% of[...]
March 18, 2021
5 Powerful Strategies To Improve Customer Experience
With businesses actively pursuing customers outside their local area, nationwide and globally, there’s never been more competition. Even if you are the best at what you do or have a distinct niche, you need to connect and engage with your target audience at a high level. This includes strategies geared toward current customers and strategies that improve the customer experience for leads and new customers. Recent HubSpot research shows that increasing customer retention by 5% can increase revenues by between 25% - 95% . Combine this with the fact that it costs more to acquire a new customer than retain an existing one, the focus on maintaining good customer relationships must be a priority. Below are 5 powerful strategies that leverage[...]
March 11, 2021
Why Retailers Should Use Chatbots to Transform Their Digital Marketing Strategy
Conversational Commerce, or what’s known as c-commerce, encompasses interactions when people and businesses connect through chat, with the intent to drive purchase of goods and services. According to a study by Facebook and Bain & Company, Southeast Asia consumers have the strongest preference for conversational commerce. With all the chatter across industries about chatbots, many retail brands are wondering if they should invest in these technologies to handle customer queries, improve customer service, and increase sales revenue. Yes, there’s a lot of talk about retail chatbots, only for their lack of human touch and natural language processing maturity. After all, human interaction is still something consumers seek. That said, IBM research found that consumer shopping behaviors have fundamentally changed thanks[...]