Article | June 10, 2020
For website owners, no two days are alike. You spend much of your time sitting in back-to-back meetings answering emails and Slack messages when you can while trying to stay on top of your endless list of responsibilities. Somewhere in there, you build relationships with your team members, keep your organization’s strategic vision on track, and watch industry trends to keep your company competitive.
There’s now an additional challenge: juggling all those tasks while working remotely, possibly home-schooling your children, and sitting a few feet away from your significant other.
Article | June 1, 2020
It seems like just yesterday that the customer service industry began transitioning from a multichannel to an omnichannel mindset.
It was a shift backed by data—lots of it. According to Marketing Week, 15 years ago the average consumer used two touchpoints when making a purchase and only 7% regularly used more than four. Today, consumers use an average of almost six touchpoints with nearly 50% regularly using more than four.
But, a mindset shift is only part of the equation. For years, many companies struggled to cobble together the best customer experiences they could. They were sold on the idea of omnichannel engagement, but their operations didn’t back it up — what use are all the channels in the world if your customer’s story and data are kept in silos?
Cut to everyone heralding the premature death of omnichannel. New buzzwords came out like “channel-less” and “harmonized retail” (for real). But these words all pointed to the same thing: the need for a CX solution that puts the customers above the channel, and harnesses technology to give agents the tools and visibility to deliver deeper customer care.
Digital omnichannel is the next word in customer experience. Here’s what it means and how to put it to work.
What is Digital Omnichannel?
At its core, the digital omnichannel promise is simple; it means supporting customers effectively and cohesively across all digital channels. In customer service, digital omnichannel effortlessly blends digital touchpoints to form a unified view of the customer. Agents can view every interaction that a customer has had with the company, no matter the channel of origin, from a single console. This visibility lets them create a cohesive, deeply personalized customer profile that enables higher quality service.
By combining the information gathered from channels like live chat, SMS, social media, and more with pre-existing data found in customer databases or CRM systems, companies can eliminate the blind spots and roadblocks that result from siloed customer service systems and channels for a frictionless and more successful customer journey.
Why Adopt Digital Omnichannel?
In theory, digital omnichannel aligns perfectly with the existing philosophies of many companies, which are to serve customers quickly, efficiently, and effectively. Here are some of the ways that digital omnichannel is helping companies meet their customer service goals and drive operational efficiency:
1. Optimized agent capacity
For agents, digital omnichannel engagement means simpler customer communication and greater ease of use. No more social media queries getting sent to the marketing team, who then emails them to customer service. No more shared inboxes. With a unified view of the customer across all channels, agents can resolve queries more easily, increasing their overall capacity.
2. Increased customer satisfaction
Customers expect agents to have access to their whole story when they reach out for support. According to a survey conducted by UBM, 75% of participants cited having to repeat themselves as their biggest issue when communicating with a brand. With digital omnichannel, agents have both the tools and the context they need to satisfy customers and improve KPIs such as first contact resolution rate (FCR) and average handle time (AHT).
3. Reduced costs
Improving customer satisfaction can indeed increase revenue—but it can also reduce costs. According to McKinsey, brands that improve the customer journey see their revenue increase by 10 to 15% while also lowering costs by 15 to 20%.
4. Increased agent satisfaction
When a channel becomes secondary to the customer experience, it also becomes secondary to the agent experience. According to McKinsey, companies that invest in their customer experience also see an improvement in employee engagement by 20% on average.
How Do You Adopt Digital Omnichannel?
Once you understand digital omnichannel, the next step is to devise a plan to put it into action. There are three practical steps to building your plan:
1. Identify your channels
At this point, chances are you already know which channels your customers want and expect (not sure? Ask them). Here are the top digital channels we recommend:
• Live chat
• Ticketing and email
• Social media
• Knowledge base
These channels cover both your real-time and “anytime” communication bases. They also provide enough self-support cushion to take the pressure off your agents in times of high-volume or after-hours support requests.
2. Create a digital roadmap for your customers’ journey
Once you have selected your channels, it’s time to create your customer experience map. Ask yourself who your customers are, where they are coming from, and what actions you want them to take. Break down your key milestones and consider how you can guide your customers through those milestones using your various digital touchpoints and channels. Consider the role of your website, social channels, live chat, knowledge base, mobile chat, and more, in moving your customer from awareness to loyalty. With digital omnichannel, you will be able to effortlessly watch them move through these stages as you collect data on their engagements.
3. Choose your technology
Like omnichannel before it, digital omnichannel is little more than a nice theory unless your operations back it up. So, how do you make your customer service operations digital omnichannel-friendly?
You don’t want to spend resources trying to cobble it together yourself because that will introduce a technical price that isn’t worth it. The ideal digital omnichannel solution will integrate with your other core business systems, including CRM, and will scale as your company grows and new technologies and channels are introduced. Agent Assist is the perfect tool to optimize agent efficiency and productivity whilst ensuring accuracy every time. Agent Assist monitors your live chats, understands the questions being asked, and suggests the answers from your knowledge base, canned messages and chatbot intents. Within a double-click of the mouse, your agent can choose and send the most relevant answer. Fast, accurate and easy.
The right solution should also have top-notch routing, prioritization, and analytic capacities. Tools such as intelligent routing ensure that your customer’s inquiry gets to the right person at the right time, with the flexibility you need to define your own unique routing procedures. Being able to segment your customers your way—by geography, historical sales, industry, and more—will further help you offer a more specialized and effective customer service program.
On the analytics side, you’ll want to be able to set the right KPIs, keep close tabs on them, and learn from what’s going on so you can tweak and improve how you’re delivering.
A great customer experience isn’t merely about implementing more channels. It’s about making it easier for your customers to contact you when and where they want. It’s about how the stories gathered across those channels are appropriately unified. And it’s about equipping your agents with everything they need to create an ongoing cycle of deeper customer understanding and better service
Take your time to research an effective digital omnichannel solution that matches your needs, and to carefully plan out your digital customer journey. You can’t cut corners when building a great customer experience. Fortunately the rewards of thoughtful and well-implemented digital omnichannel engagement will last for years to come.
Article | June 28, 2021
The 2021 digital marketing trends are extremely effective, valuable, and profitable. Learn those trends and implement them in your business to experience profitability.
The year 2020 was unpredictable, insolvent, and filled with numerous questions for each of us, especially for marketers. The pandemic has changed everything. Consumers, prospects, or target audience restricted themselves due to financial reasons or some other reasons. Now, the market has a hypercompetitive situation. But, digital transformation still has the power to lift your business towards perpetual development, achievements, and ideal results.
Undoubtedly, digital marketing is an old term, but the changes in digital marketing have been increasing day by day, and the marketers are quite contented with this. They find that the customer's or the target audiences’ engagement rate is high. It helps to reach people quickly and steadily.
Let’s understand those transformations in digital marketing which are trending and appearing as a boon for marketers.
Collections of digital data that are overlaid on the physical world enhance the user’s experience. In other words, you can say augmented reality syndicate real life with a conjunct image or animation utilizing the camera on a mobile device or AR headset. Marketers are executing this technology due to receiving customers’ amazing responses. AR glasses sales are predicted to reach 3.9 million by 2024. In addition, 71% of consumers say they would shop more often if they used AR.
Snapchat and IKEA are two great examples of augmented reality. There are several attractive filters in Snapchat where people are enjoying experimenting with their faces. More than 190 million people are using Snapchat, spending approximately 30 minutes on the app every day. IKEA has its application that assists users in testing furniture placement in their rooms. Different brands use augmented reality variously to attract the audience as augmented reality gets people excited and enhances their engagement. In digital marketing trends, augmented reality is used on a wide scale.
Programmatic advertising is the method of buying digital ads using software without the direct involvement of humans in the process. At the end of 2021, approximately 88% of digital display advertising in the US would be through programmatic advertising. So, why are marketers over-enthusiastic towards programmatic advertising?
Programmatic advertising is designed to decrease human involvement. Before programmatic ads, the digital ads were sold or bought by humans. Therefore, the need for programmatic advertising arose. It is quick and proficient which eventually enhances conversions by receiving more specific audiences.
74% of marketers say video has a better return on investment than static imagery. More than 61% of marketers believe video marketing is a very powerful and result-driven marketing strategy. Video provides a persuasive approach that holds emotions, quality content, and less time. Video marketing is the easiest way to educate, inform or entertain your audience.
It is an unavoidable tactic that helps boost your brand recognition, customer engagement and enhance the leads.
Influencer marketing is a kind of marketing that mainly focuses on celebrities to convey your brand’s message. Experts believe that influencer marketing assists in captivating the customers to their businesses. There are essentially three reasons behind the growth of influencer marketing.
Enhances brand credibility
Imprints unforgettable memory for a long time
Attractive and attentive
93% of marketers have used influencer marketing. In addition, 89% of marketers say that influencer marketing gives positive ROI. These statistics show how effective influencer marketing is to heighten your business.
A push notification is a notification or message that pops up on a user’s current interface. Marketers use push notifications for numerous purposes such as updating messages, for any new announcements, providing offers, etc.
Push notifications boost app engagement by 88%. More than 65% of users return to an app within 30 days when push is enabled. Its less time investment generates high ROI, improves communication with users, precisely drives traffic, and more. With these qualities, push notifications proves to be a great medium to promote your brand.
Unquestionably, the quality of the content matters on each platform, but SEO plays a crucial role when it comes to being competitive and standing out among others. . It ranks your website and assists your consumers in finding out about your business from others.
Though it’s a long-term process, its strategic ways maximizes your PPC campaign and improves engagement and traffic.
70% of marketers finds SEO very effective.
80% of major purchases start with online research, even if the purchase itself happens in a store.
61% of B2B marketers stated that SEO and organic traffic generate more leads than any other marketing initiative.
Artificial intelligence (AI) is a branch of computer science, refers to complex software that performs tasks similar to human brains. Artificial intelligence is shaping the future of digital marketing. It gives users a different experience and simplifies the work. Artificial intelligence allows multi-tasking. It has no downtime. It doesn’t get tired and works consistently, gives alluring results by working smart and quick.
83% of businesses believe AI is a strategic priority for their business.
86% of CEOs say AI is mainstream technology in 2021.
Digital assistance is expected to double up to 8.4 billion by 2024 across the globe.
The wearable AI market size is predicted to reach $180 billion by 2025.
Social Media Marketing
Around 3.96 billion people use social media today, accounting for roughly half (51%) of the global population. On an average, global internet user spends 144 minutes on social media sites every day. Thus, social media is an inevitable medium of marketing. Almost every business has its presence on different social media platforms. It increases brand awareness, improves search engine rankings, and makes a strong connection with the customers. It engages and makes them happy. Facebook, Instagram, Twitter, YouTube, WhatsApp, LinkedIn, etc., are the most popular social media platforms that every business uses.
Digital marketing trends have been evolving gradually, so businesses must also evolve in the same way. The above descriptive and analytical guide about digital marketing trends in 2021 can assist you to increase your site traffic, generate more leads, and grow sales, which are essential for your business to stay updated and competitive in the market.
Frequently Asked Questions
Q. What are the types of digital marketing?
There are different types of digital marketing, such as SEO, PPC, social media marketing, content marketing, etc.
Q. What are the top trends in digital marketing?
Artificial intelligence, SEO, programming advertising, and augmented reality are the latest digital marketing trends.
Q. Is digital marketing a good business to start?
Absolutely! There is no doubt about launching the digital marketing business. It assists in giving positive ROI.
"name": "What are the types of digital marketing?",
"text": "There are different types of digital marketing, such as SEO, PPC, social media marketing, content marketing, etc."
"name": "What are the top trends in digital marketing?",
"text": "Artificial intelligence, SEO, programming advertising, and augmented reality are the latest digital marketing trends."
"name": "Is digital marketing a good business to start?",
"text": "Absolutely! There is no doubt about launching the digital marketing business. It assists in giving positive ROI."
Article | August 13, 2020
Engaged, thoughtful responses are the lifeblood of genuine insights. If you want data you can count on for your biggest marketing, product and business decisions, you need to trust that that data represents the real opinions of real people. There are lots of features in the Attest platform to keep engagement high, but if you write a survey that bores respondents they’re likely to lose interest and focus, and this will result in less accurate results.