Article | April 16, 2020
The Coronavirus or COVID-19 seems like the threat for most of the business either it has an online or offline operation. This has made the impacts on most of the business either it is small, medium or large enterprises. It has flipped everyone’s life upside down. From practicing the social distancing, self-isolation, continually washing our hand, wearing the mask while meeting our loved ones, this was not all expected by us which happened due to coronavirus. If we consider the current situation, peoples are in their houses, community gathering is prohibited, offices, streets & workplaces are vacant to avoid the infection of coronavirus. So there are limited options that are there through which you can transform this crisis in the form of opportunities.
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 | December 14, 2020
When I decided to do something on my own, I stumbled across blogging. Now, the question was, how can I make a blog? There are two types of blogs that you can make - a free domain blog and a paid domain blog.
With the help of free blogging platforms like WordPress and Blogger, you can create a free blog. However, you won't get a full domain name dedicated to your free blog. To get the complete domain name for your blog, you'll have to buy a domain and hosting, which is a paid blog.
So, How Can I Make A Blog?
Follow the five steps below:
Step 1: Decide The Niche of Your Blog
The first step to making a blog is to decide its niche. What is it that you want your blog to be about? There can be many niches from which you can choose. Travel, food, health & fitness, online marketing, business, arts, entertainment, affiliate marketing, sports, and automobiles are some of the examples.
You need to ask yourself what your passion is and what you want to write about. This is probably the most crucial step in making a successful blog. Without knowing the niche for your blog, you may not be able to make it work, and it won't be worth your efforts.
Step 2: Choose the Domain Name of Your Blog
The second step is choosing the domain name. You will need a name that suits your blog's niche and the topics of your blog posts. If your blog is about sports, choose a name that goes with it. It could also be completely unrelated.
However, you should know how a blog's name will affect it. If someone searches your blog's name on Google, then it will show up. However, if your blog's name is unrelated to its niche, then it may be difficult for you to rank it on the Google search results.
Step 3: Free Domain or Paid Domain?
Do you want a free domain or a paid domain & hosting for your blog? There are many free website-building platforms where you can build and publish a blog. The most famous and reliable platform is WordPress.
After making an account on WordPress, you can create a free blog using the free website builder. You'll have to do some basic settings, and you'll be well-guided along the path. You can change the theme from the default theme to any of the available themes. In the end, you'll have to register your domain name and finally publish your blog online. You'll have WordPress's branding in your domain name once you publish it. It'll look something like - www.YourDomainName.wordpress.com.
If you don't want such branding and want your own domain and hosting, then you can opt for WordPress's self-hosting service. When using WordPress's self-hosting service, you'll get to register an entire domain name without the WP branding. It'll look like www.YourDomainName.com. For this, you'll have to pay a monthly hosting charge of $2 to around $10.
Step 4: Customize The Look of Your Blog
After building your blog and registering the domain name, the next step is customizing your blog's looks. WordPress has many themes (both free and premium) that you can install on your blog. These themes will change the look of your blog and make it beautiful. There are around 8000 WordPress themes available to choose from, and you can purchase any of the premium WordPress themes.
Step 5: Write and Publish Your First Blog Post
The final step in the quest to making a blog is writing your first blog post and publishing it. Go to the dashboard of your blog and click on 'Add new post.' You can include images, videos, and all forms of multimedia in your blog posts. For better search engine ranking results, try and write long blog posts (>2000 words). Do not copy from other websites. Write something on your own and completely unique.
While formatting your blog post, make sure you use H1, H2, and H3 headers in your blog post. Also, keep your sentences shorter and easy to read. You should check out HubSpot's guide on how to write and format a blog post.
I hope that you now have a pretty decent idea about building a blog all by yourself. If you want to know more about blogs and blogging, keep reading our other posts. Until next time, take care and keep blogging!
Article | April 2, 2020
Social media platforms are the preferred channel for a good majority of people to socialise and stay updated about what’s happening around the world. These platforms have billions of users and, therefore, represent a big opportunity for marketers. In fact, Facebook alone has 2.4 billion users. Just imagine how many people you can target if you leverage a few of these platforms. However, not everyone who tries social media marketing is a success. It is quite competitive and a lot of marketers struggle to make a mark on these platforms. But, don’t get discouraged as we are here to help you with that. Here are some of the most effective social media marketing tips to help you stand out in the crowd.