Proof of this is that according to data from Zendesk's Agility in Action report , 75% of companies surveyed in Latin America already have more communication channels, while 26% claim to offer customer service through their consumers' favorite channels.
This has led companies to develop specific strategies for each communication channel that they incorporate according to customer needs. But which ones have increased in importance yemen email list in recent months? And how can companies make better use of them to provide an unforgettable CX?
Here we share with you those channels that have seen increased use in recent months with some useful tips so you can make the most of them during your interactions with customers.
Instant Messaging
Users from all over the world have found WhatsApp to be the best way to communicate with their brands, as they also communicate with their family and friends through this medium, which makes it more immediate and personal.
Although it is a medium that has been used for several years, in recent months, both WhatsApp and Facebook Messenger have established themselves as customer service channels, so much so that 64% of consumers said they have interacted with their brands through these platforms, according to Zendesk's 2021 CX Experience Trends report .
What are the advantages for companies? They are easy to use, they are familiar to customers, they are fast and more personal to solve needs no matter where they are. They are also bidirectional, allowing one-to-one interaction, and although some companies use bots for automatic responses, it is easy to transfer the conversation to a customer service agent.
Here are some CX tips to make these channels more profitable for you:
Automate your most common messages, such as greetings, using frequently asked questions to choose from, or offering promotions.
Set up a unique, verified business profile (make a good description and welcome message, and use simple, friendly, but formal language).
Tone down the bot a bit, although it is a good automation tool, what your clients are looking for is precisely the human being on the other end.
Social networks
Millions of customers check their social media every day. Almost all of their favorite brands have accounts on Facebook, Instagram, or even TikTok, so it's better for them to get informed and resolve their doubts, even compare and buy through these same means.
According to Zendesk's Agility in Action , around 91% of companies in Latin America already rely on messaging and social media; their greatest advantage lies in the fact that they are where their current and potential clients get information, converse and share personal information, helping them to get to know them better by being able to view their posts and profiles, thus increasing the chances of conversing based on more accurate information, without intermediaries and speeding up the resolution of requests.
Some CX tips to make this channel more effective:
Don't forget to segment your key audiences. Talking to Generation Z is not the same as talking to a Millennial . This will allow you to know which social networks are preferred by each audience and their preferred communication formats.
Use the enterprise versions and understand their features (language, audiences, timing, trends).
Respond in their language, but above all quickly, since 54% of customers find waiting time to be the most unpleasant aspect of customer service, according to Agility in Action .
Incorporate buttons that direct your customers to your main social networks, and deliver an omnichannel service through them , meaning that the information and messages are standardized and that your service areas have the same customer information regardless of the channel through which they communicate for the first time or do so again.
Chatbots
Around 48% of customers, according to Agility in Action , prefer companies that offer them options to autonomously resolve their queries without the need for customer service personnel. Of course, this should be done quickly, easily and in real time, which is why chatbots work for them, since the response of a robot is increasingly more natural and precise.
The chatbot responds automatically, interprets words and intentions and completes actions such as providing predefined responses, for example, or giving simple information such as purchase confirmation or delivery status, offering personalized and real-time experiences with 24/7 availability, which also reduces the costs of having more staff for this, and human error in communication.
Some tips that can help make your chatbot effective:
Develop a personality for your chatbot according to your company's guidelines. This personality creation can range from choosing a creative name to using language that contains regional expressions and slang from each of your markets. This way, you will be able to "humanize" your virtual assistant.
The conversation and information must be transparent, so we recommend that it be monitored by humans. This way, if it is unable to interpret a query, it can be sent to an agent who will integrate this new information into the system, which will allow your chatbot to accumulate knowledge and resolve the problem without human intervention in the future.
Stand out from your competitors by planning your chatbot. Originality is the best weapon to create memorable experiences, for example, creating something very creative for each season, or something that responds and makes recommendations through video, audio, stickers or GIFs.
Always hire a professional to develop your virtual assistant. Creating an effective chatbot is not an easy task. Knowledge of IT, artificial intelligence, customer experience and sales is required for the project to be a success.
Content Blogs
Before each purchase, thousands of customers conduct extensive research with the help of blogs or user forums where they can compare the different products and services they are going to purchase, as well as find out opinions about them. In fact, according to Agility in Action, around 37% of customers prefer to make their decisions after having searched for information in this way.
Building a business blog is part of marketing and its objective is to offer valuable content to the client. This strategy costs 62% less than traditional marketing and generates three times more leads, which is why it has become one of the most used communication channels, according to data from Demand Metric.
To have a good content blog, offering truthful, transparent information that serves as a guide to customers is essential. The better the quality of the content, the more the authority and influence of your brand will be strengthened.
