4 Tips to Transform Your Customers’ Digital Experience
Excellent digital experiences are no longer a “nice to have”. Research shows 1 in 3 customers will stop doing business with a company after one poor experience.
While the trend has been growing for years, the COVID-19 pandemic has made touchless experiences an essential way of doing business. Customers of today and the future want immediate answers. Exceed their expectations with digital experiences that are targeted, timely, and include relevant information.
goMoxie’s SVP of Products, Nikhil Govindaraj, recently shared his advice on how to provide effective digital experiences in a Forbes Tech Council article titled, “Providing Zero-Touch Digital Experiences”.
“As businesses figure out new ways to reduce customer contact for goods and services that are delivered in person, I think they should also be thinking about how they can do the same in the digital journey. The same principle applies: Zero-touch means zero friction for a more effortless customer experience,” he said.
Here are his four tips on how to provide compelling digital experiences for your customers:
1.Get to know your customers’ needs.
Learn more about where your customers tend to hesitate in your online experience. Do this by asking your representatives to document the most frequent type of requests they receive: Return policy inquiries? Questions about shipping times? How similar products compare? Whatever the questions, combine this information with your website analytics to determine where your customers abandon your site.
Next, create a list of top targets for proactive digital guidance to engage your customers in the right way at the right time.
2.Provide proactive guidance.
Now, it’s time to implement your learnings. If you discover that your customers tend to switch back and forth between two products, you can provide a comparison chart so they can make the right choice. If customers frequently ask about how a size fits, add more details to help them find their perfect fit.
Common financial services struggles can be proactively addressed too. Frequent questions about a form or trouble with a claim? Proactively helping customers when they struggle—and before they can reach out to you for support—can prevent an inbound email or chat to your contact center.
3.Pay attention to your metrics.
Customer struggles and friction points happen throughout the buyer’s journey, from awareness to service. When companies successfully map common sources of friction to the right engagement opportunities, the result is higher conversion rates and an improved customer experience.
After you’ve implemented proactive guidance, pay attention to your metrics so you can see the effectiveness of your work and determine any new struggle points as they develop.
4.Create a frictionless experience.
If you provide a frictionless experience–one that removes anything that impedes your customers from completing their journey–you’ll create loyal, lifelong customers who are less likely to abandon and more likely to recommend your company.
Tailored information snippets can address their pain points before they abandon and guide your customers through every step of the online buyer’s journey with ease.
In addition to solving your customers’ problems, saving sales, and improving conversion rates, a better digital experience can also save your representatives time. At goMoxie, we’ve determined proactive guidance can deflect up to 50% of contacts (phone, email, and chat) by providing customers with answers to common questions quickly and effectively.
Meet your digital customers’ expectations by helping them help themselves. Start with zero-touch digital experiences to reduce friction and increase conversions.