Providing a great customer experience (CX) has now become a big factor in the success of businesses, especially in ecommerce, as more and more brands go digital. In fact, CX has overtaken price and product as the key brand differentiator at the end of 2020 according to a study done by Walker.
Customer experience refers to the perception of customers of a brand based on their internal and external interactions with it starting from brand awareness to the actual availing of product/service and up until customer support. With the shift in consumer behavior brought by the pandemic, new demands and trends in online CX have also risen.
A more personalized experience
In a research conducted by Accenture, it was found that 75% of consumers prefer personalized offerings and services. They are more likely to buy from brands that know their name and purchase history, and are able to provide recommendations based on their past purchases or preferences.
In a time where chatbots are becoming more prevalent, adding a human touch to every interaction with your customers can give you an upper hand. By making your CX more tailored to individual customers, you can drive sales, receive more positive reviews, and increase customer loyalty to your company.
Part of personalizing your CX is providing customers options on where and how they want to reach you when it comes to queries and other concerns. Nowadays, It’s not enough to just have multichannel support; it is better to ensure an omnichannel strategy that has fully integrated and cohesive customer experience across all channels and devices.
According to a survey by Aspect Software, businesses that adopt omnichannel strategies achieve 91% greater year-over-year customer retention rates compared to businesses that do not. Therefore, this will not only improve CX but also bring more revenue to your company.
Companies collect and utilize consumer data in order to make online experiences tailored to the preferences of customers as well as to understand consumer behavior better. In order to protect this sensitive information from hackers and cybercriminals, they have to implement the needed security measures and comply with the guidelines on data collection and protection.
Data breach and other cyber attacks can ruin the overall CX and even taint the reputation of a brand, which can result in the loss of trust of customers. Companies all over the world are now strengthening their efforts to secure their data and it is predicted that by 2021, $1 trillion will be spent globally for cybersecurity.
Meet the demands through outsourcing
It’s important for businesses to know the current landscape of online CX in order to constantly improve their services and offerings. Keeping up with the new demands of consumers online can be done through many ways, one of which is outsourcing.
CX outsourcing has been a rising trend in the industry because of its many advantages that can add value to a company such as:
- Cost savings
- Scalability of service
- Access to a pool of trained professionals
Just make sure you are partnering with a provider that can build great, high-performing teams such as inbound and outbound solutions, omnichannel teams, social media, and back-office services, and is ISO-certified and GDPR-compliant, so your company and client data are safe.
In summary, having the right outsourcing partner promises the following:
- Operational excellence
- Build a dedicated customer support team
- Operational savings of up to 70%
- Access to world-class talent
- A+ recruitment process
- Industry experience
- ISO-certified and GDPR-compliant
- > 60 Net Promoter Score: Sense of security and peace of mind
Partnership with Infinit-O
Infinit-O’s mission is to create endless opportunities for your company to realize its full potential.
We can build you a great, high-performing CX team:
- Social Media Managers
- Online Community Managers
- Customer Care Representatives (Omni-channel)
- Chat / Email Support Representatives
- Technical Support Representatives
Let’s work together to build a great Customer Care Support Team
Start small. Exceed expectations. Think infinitely. Think Infinit-O.