Returns or exchanges When adopting Last updated automated messaging in service, you should prioritize convenience. In fact, the Customer Service eBook states that 21% of customers use automated interactions to make returns or exchanges.
Download the customer service ebookHow to be omnichannel and succeed [PRACTICAL GUIDE]
By Douglas da Silva, Web Content & SEO Associate, LATAM
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Customer expectations Omnichannel
In today’s world, technology is growing exponentially every day, and we must adapt to it to get the most out of it. Businesses are also evolving by leaps and bounds and are forced to adapt their strategies to be at the forefront of new trends.
Modern customers have adopted dataset new features and changed their behavior. They are now more demanding in aspects such as personalization of customer service or experience when making a purchase.
New challenges are big for companies. Customers are the centre of their universe and they must work to make them feel comfortable, as well as gain their attention and maintain their loyalty in order to meet their objectives.
Achieving these goals may become Last updated
An increasingly complex task as technology redefines the parameters of customer communication. Fifteen years ago, for example, the average consumer typically used two touchpoints when purchasing an item and only 7% regularly used more than four. Today, consumers use an average of nearly six touchpoints, with nearly 50% regularly using more than four, according to a study by Marketing Week .
The progress has been clear and there is no doubt about it. However, it is important to keep in mind that being present on several platforms – whether digital or physical – does not always mean that you can offer the best solution to your customers.
So how do you win the use of traditional media customers’ attention across any contact channel and keep their experience at a high level? Omnichannel strategies are the answer.
What is omnichannel?
When we talk about america email omnichannel , we refer to the strategy of offering the same shopping experience to the customer in any of the channels of interaction with the company, whether online or offline.
