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How do you optimize your customer experience?

Kesar Rana
December 25, 2020

What is CX Optimization?

The way a user interacts with the company is known as customer experience. In customer experience the mode of communication can be anything such as online, email, and, phone. With every channel, there’s space for improvement or place of optimization. Customer experience optimization is the action of turning the weak points that are in the customer journey into strong ones which help increase brand loyalty and improve customer reviews. 

To first understand CX optimization, you should be familiar with what customer experience is. Customer experience goes far beyond a sign-up, a website visit, a purchase, or a customer service interaction. It includes your buyers’ experiences whenever they get in touch with your brand, be it completing a sign-off, buying a product, or watching your brand’s video. Customer experience comprises everything of brand interaction which reaches far and wide, and all-encompassing experiences that illustrate your customer’s understanding of your brand. 

Customer experience optimization is a whole picture approach to customer experience. It joins your brand statement and personality through all channels and the whole customer journey, to achieve quality and consistency in every interaction.

There are various types of optimization:-

1. Effect a Multi-Channel Experience: 

To get the most out of today’s technology, you have to take yours across channels because you might not know where your customers are. One important thing about customer experience is to be consistently good across those channels. Your customers should have the same impression on Instagram as they had on your website. 

2) Choose Responsibility

Select one person who should be responsible for providing a consistently good customer experience across channels. There can be many departments if your brand is big, but the assigned person should take responsibility for your customer experience. 

3) Focus on Mobile

85% of customers want to experience better service on mobile apps than the desktop site. Be sure your customer experience on mobile is up to par.

4) Require Consistency

Yup, digital cx is all about consistency. Your brand should be consistent across all channels- throughout the website, social media, videos, shopping cart, chat, and phone.

5) Don’t Forget To Analyze

Instead of just finding the data and collecting it, make sure to analyze it. Study statistics and figure out which parts need optimization and which parts are up to mark.

Step by Step Process To Optimize Your Customer Experience in 2021

With every passing second, technology is improving and new ways are created to optimize business and customer experiences. With so much happening all around, it’s becoming difficult to attract new customers and build loyalty with first-time users. With so many options around them, price and product aren’t the only things that are required to differentiate your brands from others. Your brand needs more than that. Apart from price and product, customer experience has become the third differentiator which is as important as the other two. 

Besides price and quality, users want companies to make personalized connections with them. Users look to emotionally connect with the brands. They want lots of TLC. That means you do have to work on optimizing cx for your users.

If you achieved the goal of providing them an impressive customer experience then you won the battle. Providing a good customer experience means that you grabbed a real deal. Digital Cx represents money. When you work on optimizing cx, you add revenue, lower costs and give a chance to your buyers to come back to you again and again. 

A good digital cx requires a powerful and consistent strategy that should be executed promptly. Many well-planned strategies fail because they lack consistency. 

Here are some of the ways that you can apply to optimize cx for your brand:

1. Review Where You’re Today

The first step to optimizing digital cx is to learn where your customer experience stands in the current time. It would be a waste to adopt the latest trend, creating and implementing the strategy when something else should have been done first. Your goal should be to focus on current objectives and make plans to interact with your buyers at every stage of the customer journey. Focus on all the channels that your customer uses and try to create a complete experience that works and functions well across all channels promptly. You have to work hard on creating and optimizing the digital cx that surpasses your customer’s expectations.

2. Learn More About Your Customers

There’s just a line of difference between what you deliver and what your customers ask of you. This thin line can make or break your customer experience. Hence, it’s important to know what your customer’s expectations are, and what they want from you?

These stats show how important it is to know about your customer:

  • 86% of customers want brands to allow them to choose a method of follow-up or proactive engagement. Only 37% of companies care about that.
  • About 60% of customers think that they’re talking to the same agent when they switch from web chat to a phone call. But only 1 in 5 contact centers share that expectation. 

In general, customers want three things from companies:

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  • To be remembered and recognized by the company.
  • To allow them to make choices
  • Companies should create moments of delight for them.

The customer journey mapping can help you to discover how customers choose to interact with your company. Regularly collect feedback from them through surveys, social media, or comments to learn more about their behavior, likes, and dislikes. After that, take one step at a time and you’ll be able to optimize digital cx in no time.

3. Figure Out How Your Customers Interact With You.

You can use analytics to find out what’s the preferred channel and mode of communication among your users. Then, plan out and create a strategy that builds upon customer data to optimize interactions across channels. The data can help you to create the experience that your customers want, instead of pushing them into an experience that you thought was best.

In a customer’s language, they want a simple, functional, easy-to-use, and enjoyable experience.

Sometimes a customer’s journey forgets about the enjoyable or the emotional connection part that plays a big role in turning a one-time user into a recurring one.

4. Study Your Metrics.

Companies use 3.31 key metrics that guide their businesses. Metrics include:

  • Abandon rate
  • Customer satisfaction ratings
  • Average handle time 

A 20-minute call would be considered valuable if an agent successfully solves the problem. 

Whichever metric you choose to work with, make sure they help you discover what your customer expects from you. You can start by tracking what happened, then look through your customer’s point of view and see what they think had happened. It’ll help you by letting you know what they want as a result. 

5. Get Your Employees on Board.

Getting the right people to help your brand makes all the difference in creating the perfect experience for your customers. You can ask the applicants how they have created the right experiences for users. Let them know about your standards and make employee training a top priority.

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What is digital customer experience – Technologies, Examples

Kesar Rana
December 25, 2020

A complete guide on Digital Customer Experience

About 56% of CEOs mentioned that digital improvements have led to revenue growth. When asked what type of digital improvement they did that led to an increase in revenue growth most of them answered they became a digital business and focused more on improving their digital customer experience. They learned how to interact with their customers irrespective of the channel and device. Connecting with their customers emotionally leads to an increase in revenue. All this happened because of Digital Cx. 

Digital customer experience is the combination of interactions done between consumers and the company that results in the impression that customers take away with. Understanding how customers can connect with you is called Digital customer experience management. If you want to lead the race, you have to find some way how your brand can emotionally connect with users on their devices. You have to find some way to let your customers provide feedback so you can respond to those issues. 

Some interesting stats were found in the McKinsey report about Digital Cx: 

  • Companies that have access to greater digital capabilities were able to convert sales 2.5 times more than companies at smaller levels did. It has also created more challenges for brands with the fast rise of digital channels. 
  • 71% of consumers want a consistent experience throughout every channel. 
  • Only 29% said that they experience consistency. If they didn’t get the experience they are looking for, then the customers will choose another brand. 
  • Because of this very reason, 33% of customers ended their relationship with the brands.
  • This also created an opportunity for everyone to take the customer experience to the next level. 

To do so, you have to create and follow a powerful strategy to measure and improve your digital customer experience. 

What is Digital Customer Experience?

Digital customer experience can be defined as, “The overall perception of your brand in the eyes of your customer ” built upon the accumulated, consistent interactions they have with your brand specifically across digital platforms.”

The digital platforms that you can prioritize to double down your digital customer experience are:

  • Social media channels (Facebook, Twitter, Instagram, etc.)
  • Live chat and email
  • Your website
  • Mobile apps
  • Digital kiosks and Internet-of-Things (IoT) hardware
  • Desktop and Software-as-a-Service software

Customers care about the personalized experiences and interactions they receive from you, throughout the entire customer journey. No matter what the mode of communication is. 

Digital Customer Experience Management

Digital Customer experience management isn’t just only about managing social media channels and checking that they work well. It’s much more than that. Digital cx management is also not only about that marketing and sales should work on. The focus of digital cx management is being aware of the digital touchpoints that you share with your customers throughout the customer journey and the platform. And continuously improving the experiences your users have in-between and within those touchpoints. Like, when a user downloads your app, uses your product, or opens an email from your brand–that is a digital interaction. Digital interactions have a huge impact on defining the overall customer experience. Your motive should be to continuously improve those interactions and bridge out the gap between your company and the user.

What’s the difference between cx and digital cx?

Customer Experience Digital Customer Experience
  • Customer experience focuses on a wider range–from traditional customer experience channels to the latest digital platforms that users use to interact with companies. 
  • Digital customer experience only focuses on digital platforms including front-end services and back-office process optimization that benefits the customers.
  • Cx works on whole brand awareness. It is an overall impression which comprises the company’s products and services in the course of the relationship with a user.
  • It refers to the communications made between a user and the company through the use of digital channels and the value that the customer takes away with. Digital customer experience focuses more on digital communication tool experiences.
  • Cx also calculates customer responses and emotional engagement with the brand – traditional or digital.
  • The communication part holds great importance. It tells that the brand has not only made communication with the user but also created a platform through which the customers can communicate with them.
  • Examples include placing orders for a product through the phone, booking a ride with Uber, or experiencing the purchased product.
  • Examples include websites, chatbots, mobile apps, loT smart devices, and wearables. AR and VR are also the newly emerging digital customer experience channels.

The end goal of both Digital cx and cx is to meet customer expectations and because of that, they overlap quite often. In other words, Cx is the result of the digital experience. Parts of digital experience —  color, sound, navigation, clarity of text and images, ease of use — all drive a user’s emotional response to the value given and the satisfaction and happiness of accomplishing it. A growing and satisfying customer experience has a strong, strategized digital experience behind it.

Examples of digital cx by industry

Digital customer experience isn’t only related to customer-based businesses. The name can slightly be misleading but Digital Cx connects with every industry that sells products to customers. The use of Digital technology connects the dots to enable interaction.  Some of the common industry where Digital Cx is used are:

Banking Industry

Examples of Digital Customer experience in the banking industry include, Through the bank’s mobile app, a user opens up a new savings account. He uses the bank’s tool to save automatically and set a budget, providing an overview of the total budget, the amount saved, pending payments, and taking into account bills.

Every month, the user receives an email or text with an update on the status of his savings and a report on his spending habits. This makes the bank a helpful, friendly advisor. 

Government Sector

For example, a city employee regularly monitors vehicular and pedestrian traffic through Bluetooth-enabled sensors that are located along the streets. Through the sensors, she can share information with the respective department regarding any issues and concerns. 

If a broken bulb is needed to be replaced, the city employee can easily set up repairs through an online scheduler and track the worker’s location and status. After the repair is finished, she can share the news on social media. This will result in a highly-efficient and tech-savvy agency.

Retail Industry

Let’s take the example of a local bookstore that has an online community. In the community, the readers can share their reviews, take part in virtual events, join the online discussion, or save reviews of their favorite books. The customer can skim the recommended title based on his past order history over a cup of coffee. This gives the image of an efficient and simple bookstore to the buyer. 

How to improve Digital customer experience

Improving the Digital customer experience for your company is pretty straightforward. All you have to do is to gather data on each experience, find insights in the data, and take action based on those insights.

1) Gather data on digital customer experiences

There are many ways to collect data on customer experience. You can take the help of Social media management tools that can help you to monitor social media channels and respond to brand mentions. Customer analytics track and give reports on how customers use your brand. 

Customer experience surveys are the best way to gather quantitative data and gather digital direct customer feedback. Creating your own cx experience or using the customer experience survey software, you would be able to send it after any digital customer interaction which can be delivered to the users via various digital channels. 

2) Uncover digital customer experience insights

After sending out the surveys and gathering data, it’s time to study the collected data and find insights to improve those experiences. With the help of the right process and tools, you would be able to find useful insights. 

  • Read customer feedback and solve issues quickly.
  • Sort out the feedback based on keywords like location and product mentioned, features, etc., and categorize into positive and negative opinion.
  • Note down the trend based on the keywords.
  • Compare feedback and CX scores across your segments and with other data you have collected through customer analytics.

This will help you to add context to your CX score data and customer feedback for your various digital customer touchpoints. Based on context, you can prioritize what needs to be improved first and what direction to take.

3) Take action to improve digital customer experiences

You have collected data, gathered insights, all you have to do is to work on improving your digital customer experience. 

After resolving the issues, you would be able to focus on other aspects of digital cx.

  • Following up is a great way to let your customers know how you will process further. 
  • Ask happy customers for a review.
  • Learn unhappy customers. This gives an opportunity to solve their issues, connect with them, and improve your brand experience.
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A Complete Guide To Customer Satisfaction (CSAT) Score For 2021

Thejas Sridhar
December 23, 2020

The best way to bring in new customers is to take great care of the existing ones. In business terms, a satisfied customer is the best marketing tool your company has. When customer satisfaction is at the nucleus of a company’s efforts and is given huge significance, translating it into measurable metrics and deriving actionable insights from it becomes critical. The fundamental initial question to be answered is, “Are my customers satisfied ?”.

What Is Customer Satisfaction?

Customer satisfaction is the measure of how happy your customers are after purchasing your offering or service. It indicates how much a customer liked their entire journey with your brand. It is measured through methods such as CSAT surveys and the responses are measured against a CSAT rating scale. If a customer is satisfied with your service or product throughout various touchpoints, you can consider them a thoroughly satisfied customer. Many customers might face bottlenecks at various touchpoints such as training, implementation, support, product updates and more. To capture the sentiments, it’s important to measure numerically “how satisfied customers are?” after every touchpoint using a CSAT score.

What Is A Customer Satisfaction Score (CSAT)?

A numerical value for how satisfied customers are after each interaction measured through surveys is called a CSAT score. It is measured by asking direct questions to customers and taking in their responses on a scale of 1 to 5 where 1 is “Very unsatisfied” and 5 is “Very Satisfied”. The survey is ideally done after every key interaction and is used to pinpoint areas where there is a dip in customer satisfaction.

How To Measure CSAT Score?

CSAT score is measured by dividing the number of customer survey responses that said “Satisfied” or “Very satisfied” by the total number of survey responses.

CSAT score = (No. of customers who responded satisfied and above / No. of survey responses. ) * 100 %

For example, if 40 of your customers responded “Satisfied” and 10 customers responded “Very Satisfied” out of 150 responses, then your CSAT score is as follows

CSAT = {(40 + 10) / 150} * 100  =  33.33%

How To Conduct a CSAT Survey?

A CSAT survey should be aimed at understanding customer perception about your brand and quantifying it, sometimes when the customers are unsure themselves. The survey has to factor in areas such as competitive landscape, pricing, service and more.

The details of survey respondents are also important as they represent different demographics. Age, gender, culture all play a significant role in the way customers respond. For example, a customer from India or Japan is more likely to respond with the median value of “Satisfied” or “Neutral” but a customer from the United States will most likely be vocal about their feelings and will not shy away from responding “Very Unsatisfied”.  Yes, “Very Unsatisfied” is a bad response despite demographics. But when a customer from Vietnam or Singapore responds with it, there has been a much more serious letdown.

It is important to establish the areas of the survey. The entire CSAT score works in the market because it is a short, relatively accurate way to assess customer sentiment. Making the survey too long might be detrimental to the cause. 5 questions is a good average to have and more than 10 is definitely to be avoided. Putting these 5 questions to use and mining maximum insights should be the ultimate goal of the survey. Some of the key segments to be targeted in the survey irrespective of market vertical:

  • Product Usage

    Aimed at assessing if your solution or product delivers the promised value proposition to the customer.

  • Support

    Aimed at assessing if there was enough ”˜hand-holding’ for a customer throughout their journey with your brand or if they felt blindsided.

  • Customer Service

    Aimed at judging if there was enough support offered to customers either during their evaluation phase or their post-purchase phase. It can also be an indicator of how well your support team is equipped to handle customer calls.

  • Pricing

    Aimed at assessing if customers are satisfied with your price.  The unique finding of this segment lies in what it indicates. If customers sway towards an extreme of “Very Satisfied” or “Very Unsatisfied”, it could mean that you have either severely under-priced or overpriced your product.

  • Ease Of Access

    Aimed at assessing how easy it is for customers to find out about your service or reach out to you for clarifications. For example, this segment’s response can be negatively impacted by long waiting queues on support calls, or convoluted warranty claims processes.

You can find a ton of survey examples online, draw inspiration from them and tailor surveys to suit your needs. Alternatively, you can contact our team and they would be happy to help you assess your standing.

When To Conduct A CSAT Survey?

The industry best practice is to conduct a CSAT survey after every pivotal customer interaction. They can broadly be classified into:

  • Discovery

    The phase when the customer is trying to find solutions to a problem they’re having or are looking for specific items to fit their needs.

  • Evaluation

    The phase where customers have narrowed down on a select few solutions or products and are either trying them out or reading reviews about what they have in mind.

  • Purchase

    The phase where the transaction of sale happens after negotiations and the deal is sealed. In industries such as IT, this phase includes peripherals like signing MOUs or implementing POCs.

  • Post-purchase

    The phase after sale has been done and relies on how the customer is supported after-sale when they reach out for warranty, training, replacement, issues and so on.

A CSAT survey after every phase can be used to measure the efficiency of activities and interactions that happened with the customer at that phase. This way, it is easy to pinpoint areas that can be improved to enhance the customer experience and effect change in the key indicators of customer satisfaction.

However, the time frame difference can vary from industry to industry. For example, the software industry generally sends out surveys 6 months post-purchase so that customers have significant time to get acclimatized to their solutions. The food delivery industry however has a much shorter time lag between surveys. They prefer customers to rate every order and every dish.

A good thumb rule is to wait till customers have enough experience with your product and send out a survey when their perception of your brand is fresh on their minds.

What Is A Good Customer Satisfaction Score?

According to this article, a good customer satisfaction score typically falls between 80% and 86%. As mentioned earlier in this blog CSAT score and CSAT meaning has to be taken with a pinch of salt. It can be influenced by a variety of factors and the original meaning of the survey might drown in if not handled with careful precision.

You can find a country-wise report on CSAT scores in this report from ZenDesk. CSAT also varies from industry to industry. In 2020, Cellular Telephones rocked the highest CSAT scores in the United States at 80%, a +1.3% change from the previous year. “Televisions and Media Players” ranked 2nd at 80% as well but their CSAT declined by 2.4% year on year. Below are 2019 and 2020 CSAT scores for different industries in descending order of their CSAT growth percentage in 2020:

Industry 2019 CSAT score 2020 CSAT score YoY growth percentage
Internet service providers 62 65 4.8
U.S postal service 70 73 4.3
Subscription Television Service 62 64 3.2
Video On-demand service 67 68 1.5
Airlines 74 75 1.4

You can find specific CSAT scores for different industries according to this American Satisfaction Index (ASCI) here.

CSAT scores give a good measure into how well customers perceive your brand but they have their own set of drawbacks too. In the following table, we take a look at a few of the advantages and disadvantages of CSAT:

Advantages of CSAT Disadvantages of CSAT
Simple and accurate Influenced by many demographics. So a good CSAT score for one company in the same industry might not be the right benchmark across other companies.
Offers high customizability to tailor-make surveys according to specific requirements Often customer response is based on the “sentiment” of their last interaction with your brand and may not correlate to their actual overall experience.
High responsiveness when surveys are direct and short. Is often ignored by companies as the metric contributed only to a perceived brand value and not direct revenue unlike parameters like “Customer Acquisition Rate” (CAR), “Customer Lifetime Value” (CLV) and the like.

CSAT is a great way to derive insights about the ground reality. You can only correct problems you know exist but a key indicator like CSAT helps measure customer perception and throws light onto problems you never knew existed. That being said, CSAT score delivers the best insights when combined with other key indicators of customer success such as Net Promoter Score (NPS) and average deal size. If you’re looking for ways to measure and optimize your business offerings, you can book a free consultation call with our market experts. They will be happy to help you with industry-wise statistics, market trends and how you can navigate through to become a customer-centric business.  Also, don’t forget to share this blog with your friends who are looking out for ways to optimize their business.

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5 Important Indicators of Customer Satisfaction in 2021

Thejas Sridhar
December 22, 2020

Customer satisfaction is the singular, most important metric for any business. Unlike other subjective parameters specific to different brands, customer satisfaction is a uniform metric that needs constant measuring and course correction. When a dip in cx satisfaction score is spotted, it conclusively indicates that something is going wrong. While cx satisfaction is measured using different indicators by different organizations, the overall importance of the indicator stands uncontested. 

The indicators of customer satisfaction are diverse. Often, the diversity of metrics available pushes organizations to track, measure and juggle with much more key indicators of customer satisfaction than necessary resulting in a huge wastage of man-hours and resources. To cut through the clutter, in this blog we take a look at 5 important indicators of customer satisfaction in 2021 that will have the most impact on the business when kept in check. 

1) Customer satisfaction score (CSAT)

Customer satisfaction score is a straightforward way of asking a customer,  whether they were satisfied with the product and service delivered. It is generally measured using surveys at different customer touchpoints bringing to light areas that need improvement. The survey contains profound questions asking customers to rate different touchpoints on an ascending numerical scale (1 to 10, 1 to 5). The score is honest, perceived customer perception and is a key indicator that indirectly quantifies the effectiveness of all other parameters discussed in this blog. The growth or dip in any of the other parameters will have an impact on this score. The wellness of a business is directly proportional to its CSAT score.

2) Net Promoter Score (NPS)

Despite the various channels of marketing now available, the pinnacle value of word-of-mouth marketing or referrals stands uncontested. In fact, according to Nielsen, people are 4 times more likely to buy something when recommended by a friend. Net promoter score, a metric devised and popularized by Fred Reichheld, measures “How likely is it for your customers to refer your business to someone else ?”. The metric ranges between -100 and +100 and classifies customers into “Promoters” – very likely to recommend your brand, “Passive” – may sometimes recommend your brand, and “Detracts” – unlikely to recommend your brand. The NPS score is not a straightforward metric in the sense that it is also influenced by the perceived emotional connection customers have with your brand. NPS’ insights are better understood when combined with other parameters such as CSAT score.

3) Customer effort score (CES)

This indicator metric popularized in 2010 by Harvard Business Review is growing in significance today as the lion’s share of sales have moved online or are in the transition phase. The indicator measures how easy it was for your clients or customers to interact with your various touchpoints. CES is measured by pitting customer responses to a question such as “How easy was it to get a price quote from our team ?” against a numerical scale of 1 to 7 where 1 – indicates “Very Easy” and 7 indicates “Very Difficult”. The numerical CES score is obtained by dividing the numerical sum of all the responses by the total number of survey respondents. As long as your CES is less than 3, your business is doing a good job.
CES = Total sum of survey values / No. of survey responses

4) Average Deal size

If your brand offers a spectrum of offerings, it might be hard to keep a tab on the factors affecting return on investment (ROI) and whether customers are truly getting the value proposition promised. A good indirect measure is combining average deal size with customer acquisition rate (CAR). Average deal size the revenue your business makes per customer. It is numerically obtained by dividing the sum of revenue by the total no. of paying customers. CAR gives you a single point metric whereas the average deal size is also influenced by cross-sell and up-sell deals that happen when a customer chooses to buy more than one offering or to upgrade their offering. It is a wholesome indicator of customer satisfaction. If a customer has traversed through the entirety of the sales funnel and decides to honor another purchase you can be sure that the processes set at various customer touchpoints are working. Here too, the insights delivered by this metric are better understood when clubbed with CAR.

5) Customer Acquisition Rate (CAR)

Customer acquisition rate is defined as the total expense incurred to bring in a new customer. The metric is obtained by dividing the total investment (including marketing, sales, support, client visits, etc.) of an effort divided by the number of customers obtained from the effort. The metric can be computed both campaigns wise and in an overall manner. Generally for a company to stay afloat profitably, their CAR (customer acquisition rate) has to be substantially lower than their average deal size. Let’s break this down with an example. If the CAR for a company is $30 and the average deal size per customer is only $20 then for every new customer acquired, the company is making a net loss of $10. It is important to keep the CAR in sync with the average deal size and the pricing of the product. If CAR is constantly increasing, it could indicate several red flags such as a declining pool of prospects, an increase in marketing competition, a change in market dynamics, and prospects losing faith in your brand.

CAR = Total cost of investment to bring in a customer / No. of  customers obtained

Note: In a subscription-based model, the correlation between average deal size and CAR is trickier. In this case, revenue generated from a customer could be based on timely renewals of the service. Giving rise to another important metric, customer lifetime value.

All the above indicators of customer satisfaction or successful customer experiences aim to translate that into an inflow of revenue. A key indicator to measure the 360-degree success of efforts is the customer lifetime value (CLV). The total revenue a customer brings in throughout their association with your brand is called customer lifetime value. CLV is at least as important as CSAT scores if not more. Primarily because CLV has a direct impact on other metrics spoken about. For example, if CLV of a customer is $100, CAR is $20 and each of a company’s offering sells at $15, it means that although the company is burning $5 for the first sale their ecosystem’s value is so good that they have customers who buy a plethora of their offerings thereby delivering massive profits in the long run.

This list of indicators to measure cx satisfaction is by no means exhaustive and is only aimed at giving direction on what can be changed to help businesses deliver better value. If you are looking for more professional help to optimize your business you can contact our solution specialists here.

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Facebook Messenger Bot Integration using Chatgen

Priyanka Bhaskar
December 21, 2020

Facebook is the biggest social media platform and it loves massive traffic! It serves the purpose of lead generation, collecting feedback, solving queries, etc., thereby helping you turn your leads into customers. With the help of Chatgen and minimal efforts, let your bot take care of all of these tasks! 

Already Excited? Let’s take a look at the installation process.

If you’re new to ChatGen, kindly Sign Up and Create your account by visiting Chatgen. After creating an account on ChatGen please follow the steps given below.

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ChatGen Vs. Intercom

Prasanth Sai
December 14, 2020

Chatbots are the need of the hour for all online businesses. In our blog Chatgen Vs. Intercom, we have tried to clear all your queries related to the platform when compared with Intercom. 

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Future of B2C Communications – AI Chatbots

Faisal Sayed
December 9, 2020

A recent study shows that 9 out of 10 consumers would prefer and pay more for a better customer experience and that a good experience would make 60% of them try a new brand. Therefore, it definitely makes sense to deploy conversational AI platforms to engage with customers.

For those new to the term, conversational AI is a set of technologies enabling devices to interact with humans in the form of personalized conversations. It allows B2C companies to engage with customers across different channels ”“ social media platforms, website, native app, messaging app, text or voice-based chatbot, and Digital Assistants like Alexa, or even voice assistants like Google Home.

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How should a SAAS organisation structure be with respect to the growth?

Prasanth Sai
December 9, 2020

Organization chart:

The definition of an organization chart or “org chart” is a diagram that displays a reporting or relationship hierarchy. The most frequent application of an org chart is to show the structure of a business, government, or other organization. Org charts have a variety of uses and can be structured in many different ways. They might be used as a management tool, for planning purposes, or as a personnel directory.

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Scale and Manage Your Customer Support with Automation

Prasanth Sai
December 9, 2020

COVID-19 continues to surge ahead across the globe faster in some countries. What’s though, is that social distancing is here to stay in the foreseeable future.

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Embrace Conversational Sales For Your Firm

Prasanth Sai
December 9, 2020

Before we discuss the need to embrace conversational sales for your business, let us understand this new term  Conversational Sales and Marketing

Conversational Sales & Marketing is a one-on-one approach which allows you to move more consumers down the sales funnel quicker. Consumers also feel more of a connection to your brand when the interaction is more humanized and real time.