Bagi seorang pebisnis, penting untuk mencari cara terbaik dalam memasarkan produknya kepada customer. Mencari peluang terbaik untuk memberikan penawaran kepada customer tidak dapat dilakukan tanpa pertimbangan. Jika Anda menemukan kesulitan dalam memasarkan produk Anda, belum tentu hal itu karena produk yang Anda tawarkan tidak menarik. Tetapi mungkin saja “cara” Anda memasarkan produk tersebut belum tepat untuk pasar yang Anda tuju.
Oleh karena itu, Anda tentu harus mengikuti pola strategi bisnis masa kini dengan menggunakan kekuatan teknologi yang mendorong inovasi perusahaan dan wawasan berharga tentang cara beradaptasi dengan realitas pasar global saat ini. Melalui eksplorasi tentang strategi bisnis seperti ini, Anda akan belajar cara mempercepat kemampuan perusahaan Anda untuk memperoleh dan menumbuhkan pengetahuan yang penting bagi kesuksesan perusahaan di masa depan.
Jika Anda adalah salah satu perusahaan yang juga mengandalkan website sebagai salah satu platform komunikasi kalian dengan customers, maka sudah saatnya Anda menjadikan platform itu sebagai salah satu media untuk memikat pengunjung web Anda menjadi seorang customer. Memang bisa ya? Yuk, kita dalami lagi peluang ini.
Ketika seorang pengunjung website membangun ketertarikan terhadap produk yang Anda pasarkan melalui website Anda, hal itu masih belum cukup untuk membuat mereka menjadi customer. Lalu bagaimana kita membuat mereka berpindah menjadi customer? Hal tersebut bisa ditentukan dengan memutuskan konten apa yang kita tampilkan pada website untuk membuat produk kita lebih mengundang. Pertama-tama Anda harus memastikan website Anda menonjolkan keunggulan-keunggulan yang dimiliki oleh produk Anda. Kemudian, Anda juga bisa menambahkan pencapaian bisnis Anda untuk menambah kredibilitas produk di mata customer.
Menggunakan produk sebagai advertisement juga merupakan salah satu hal yang bisa meningkatkan nilai kredibilitas produk kita di mata customer. Tetapi, iklan saja tentu belum memiliki dampak sebesar itu untuk menarik customer. Masih ada satu cara penting untuk mengubahan pengunjung website menjadi customer.
Sekarang, saatnya untuk menempatkan diri pada perspektif customer. Pernahkah saat Anda ingin membeli sebuah produk, Anda memilih produk dengan review atau testimoni paling banyak dan baik? Perspektif ini yang harus dijadikan acuan dalam menarik customer dalam jumlah lebih banyak.
Mengutamakan kebutuhan pelanggan menjadi acuan dalam segala strategi bisnis yang kita berikan. Gunakan testimoni dan rating dari customer sebagai salah satu trik untuk menarik customer lainnya. Trik ini dapat kalian praktekkan dengan mudah menggunakan omnichannel messaging platform. Omnichannel adalah pendekatan terintegrasi untuk proses yang berpusat pada customer di mana beberapa channel digabungkan menjadi satu sistem manajemen untuk meningkatkan kepuasan customer dan pengalaman customer sebagai salah satu social messaging solution. Singkatnya, omnichannel membantu menyatukan banyak platform pesan agar memudahkan kita merespons customer.
Keuntungan dari omnichannel customer service adalah bahwa ia mengintegrasikan beberapa platform pengirim pesan sebagai cara berkomunikasi dengan customer. Hal ini membuat Anda tidak lagi perlu membuka banyak saluran komunikasi sekaligus, tetapi menyatukannya dalam satu dasbor dan platform.
Lalu, bagaimana cara menggunakan testimonial untuk mengubah pengunjung website menjadi customer?
Salah satu brand omnichannel, OneTalk, menawarkan fitur Customer Rating dan Disposition yang memungkinkan sebuah perusahaan untuk mempelajari dan merangkum disposisi dari setiap case yang masuk dalam platform channel Anda. Fitur Disposition memastikan sebuah perusahaan tetap mendengarkan dan mengintegrasikan semua komplain dan masalah customer menjadi sebuah ide konstruktif.
Dengan fitur ini, Anda dapat meluangkan lebih banyak waktu untuk memperhatikan customer Anda. Hal ini akan menunjukkan bahwa brand omnichannel menentukan bagaimana Anda memperlakukan customer Anda, orientasi customer service perusahaan Anda, dan seberapa banyak perhatian yang rela diberikan kepada customer Anda.
Hasil integrasi ini menghasilkan analitik dari setiap kasus yang masuk dalam customer service. Kesimpulan ini akan membantu Anda agar kasus dan masalah yang terjadi tidak terulang lagi di masa depan. Hasil analitik ini juga lah yang nantinya dapat ditampilkan di website Anda untuk menarik minat pelanggan terhadap produk atau layanan yang disediakan oleh perusahaan Anda.
Begitu pula dengan fitur Customer Rating. Fitur ini memungkinkan Customer Anda untuk dapat memberikan rating kepada agent Anda, sehingga memudahkan Anda untuk mengukur tingkat kepuasan customer Anda. Selain dapat mengawasi kinerja agent Anda, Anda juga dapat menggunakan hasil kinerja mereka sebagai testimoni yang bisa dimuat sebagai konten website Anda.
Dengan “menonjolkan” kelebihan produk dan pelayanan Anda terhadap customer melalui testimoni ini, peluangnya keberhasilan strategi pemasaran perusahaan Anda akan bertambah. Anda akan menonjolkan kualitas customer service pada perusahaan Anda dan dapat bersaing dengan kompetitor yang lain.
Selain usaha-usaha penempatan konten testimoni di atas, berikan konsistensi konten pada customer Anda. Gunakan platform-platform perusahaan Anda untuk membuat penawaran yang dapat membuat customer Anda tertarik. Anda juga bisa memanfaatkan channel customer service perusahaan Anda untuk konsisten memberikan pelayanan terbaik kepada customer. Hal ini dapat dicapai dengan mudah dengan omnichannel karena memudahkan koneksi antara perusahaan dan customer.
Ketika Anda sudah menampilkan testimonial yang tepat untuk ditampilkan pada website Anda, satu poin plus sudah bertambah dalam strategi bisnis Anda. Testimoni yang baik akan menentukan kualitas produk kita dan kualitas pelayanan kita yang nantinya akan memikat customer baru.
These days, companies need to find the best way to grow in every direction. Business development is crucial in every aspect that matters, those who know how to use and invest their resources can grow faster than their competitors. When you take care of your companies growth, you have to realize that building your pillar from inside is important. When you have great resources to support your business, you will develop great customer service and in turn, earn customers’ loyalty. This being said, then you have to create a great establishment for your employee, as one of your most important resources to develop great customer service.
Next, you need a strong team of employees to become successful and thrive in the business. Managers and company leaders should pay close attention and care to pick who they trusted to make their company known to customers. They should pay attention to how could they support those who “support” their business too.
For this purpose, company leaders should help their employees to find a way to offer better services. But how would they do that? The answer to this question is that you should support and help your employees expand their knowledge, skills, and abilities.
Human Resources is one resource that we should treasure the most for our internal growth. You have to ensure first, which of them is fit for developing more skills and abilities to serve your customers and those who seem unable to change for the better. This being said, we should make the decision to retain the “good” employee, and eliminate “bad” employee. Those who are able to obtain new knowledge, skills, and abilities are the ones that we should maintain to become strong resources.
How do we decide which qualifies an employee as “good” or a “bad” employee? Let’s first explore the new “it” solution to customer service with omnichannel messaging platforms. What is the omnichannel messaging platform? Omnichannel is an integrated approach to customer-centered processes in which multiple channel interactions are combined into a single management system to improve customer satisfaction and user experience. The advantages of omnichannel customer service are that it integrated multiple messaging platforms as a way of communicating with users.
One of the best omnichannel to serve this purpose is OneTalk. OneTalk offers the perfect tools to serve customers. One of the services offered by OneTalk is the All-in-One Inbox. This is the best tool to equip your employee with. As an omnichannel messaging platform, OneTalk offers this feature that will combine all channels into one Inbox with maximum features. You don’t need to make multiple Whatsapp account, or switching one messaging platform to the other, you only need this one platform to see all your customers’ messages. This allows you to combine all their communications from various channels into one, you can also see what customer information and questions they have ever asked you.
But, would you still have the trouble of assigning all these messages to your dedicated agent? Well, that’s why omnichannel also provides a social messaging solution with its messaging platforms with Assignment rules. There are three kinds of assignment rules; Unassigned, Round Robin, and Balanced. Unassigned assignment rules mean that new cases did not automatically be assigned to agents, agents will have to assign their own cases, Round Robin assignment rules means new cases will evenly be distributed and assigned to each available agent in alphabetical order, and Balanced is where new cases will be assigned to agents with fewer cases first. These assignment rules are a big plus because you can always monitor how agents work from the recorded assigning time, and of course, you can satisfy your customer’s demands by answering systematically.
To answer the former question of how do you qualify good and bad employees, the answer is in OneTalk features, Customer Rating, Real-Time Agent Activity Tracker, and Disposition. Customer Rating allows customers to rate your employee’s services. By monitoring the analytics of your employees’ performances, you can then decide whether they are a good asset or not. You can manage and recognize them by seeing the rating by your customers. While Real-Time Agent Activity Tracker monitors how your agent serves your customers.
Meanwhile, the Disposition feature creates and summarizes the dispositions of each incoming case to get business insights from your customers. The recorded data are, knowing how long they have been waiting for, their history, the channels they use, and many other things. This feature also helps you to conclude cases to avoid similar cases in the future and come up with a new business idea.
With all those tools provided by OneTalk as an omnichannel messaging platform, you provide your employee with great customer support. Now you could make sure your company will grow from within, from the people that are supporting the business to thrive.
Ketika customer ingin mengetahui informasi tentang suatu produk atau jasa yang dibutuhkan, customer biasanya akan mengunjungi sebuah website. Dan ketika customer ingin mengetahui informasi lebih lanjut berkaitan dengan produk dan jasa, customer lalu akan mencari kontak produsen. Messaging platform for sales, marketing and support dibutuhkan untuk memudahkan customer dalam mencari informasi yang dibutuhkan.
Masalah yang sering muncul dari belanja online adalah pelanggan tidak bisa mendapatkan jawaban atas pertanyaan yang berhubungan dengan produk. Namun, saat ini sudah mulai banyak perusahaan yang menambahkan aplikasi live chat pada bisnis online. Apa saja alasan live chat perlu dimaksimalkan untuk bisnis Anda?
Sebuah studi ATG Global Consumer Trend Study menemukan bahwa 90% dari pelanggan menganggap cara ini sangat membantu mereka selama proses pembelian berlangsung. Survei emarketer.com menemukan bahwa 63% lebih customer mungkin akan kembali mengunjungi situs Web yang menawarkan live chat.
Live chat secara konsisten telah menunjukkan bahwa dapat menghemat office hour customer support dan biaya telepon. Beberapa penghematan biaya yang paling menonjol adalah dapat mengurangi biaya telepon ke pusat serta meningkatkan efektivitas dan efisiensi customer support. Beberapa chatting bisa ditangani oleh sebagian kecil customer support secara bersamaan, sehingga mengurangi kebutuhan untuk mempekerjakan lebih banyak customer support. Waktu yang digunakan untuk melakukan percakapan via live chat jauh lebih singkat dibandingkan jika dilakukan via telefon, sehingga mereka bisa melakukan hal lain selama percakapan. Ini tidak hanya sebagai proses perbaikan tetapi juga dapat meningkatkan penjualan secara keseluruhan.
Pelanggan harus memiliki seseorang yang dapat menjawab pertanyaannya mereka secara langsung saat melalui proses pembelian yang membuat mereka bingung. Hal ini dapat menghilangkan bounce situs (jumlah pengunjung yang meninggalkan situs Anda) dan memastikan adanya shopping cart (keranjang belanja) saat keluar.
Sebuah studi terbaru oleh TELUS International menemukan bahwa banyak bisnis ritel terbaik tidak menggunakan aplikasi chat. Jika Anda ingin unggul dalam kompetisi, live chat adalah kunci yang harus Anda miliki di website agar Anda semakin kompetitif dan penjualan semakin naik. Karena ini merupakan cara mudah untuk berhubungan dengan pelanggan yang telah menghabiskan banyak uang melalui belanja online.
Salah satu messaging platform seperti live chat yang ada di website, membuat customer tidak akan menemukan kesulitan lagi. Customer tidak perlu menulis kontak atau menghubungi melalui alamat email. Hanya dengan menyentuh tombol live chat, customer bisa mendapatkan jawaban dari informasi yang ingin diketahuinya. Teristimewanya live chat dapat dilakukan kapan saja dan di mana saja. Dengan begitu customer akan senang, nyaman dan puas dengan kemudahan tersebut.
Untuk lebih dekat dengan customer dan mengerti dengan apa yang customer butuhkan, live chat dapat dikirim berdasarkan waktu. Scheduled message atau timed message dilakukan untuk menjadi trigger bagi customer ketika customer sedang melakukan window shopping. Scheduled message diharapkan mengubah niat customer yang awalnya hanya sekadar ingin melihat-lihat produk atau jasa. Dari sisi customer keberadaan live chat dengan automated messages dari company dapat menunjukan effort yang besar dari produsen produk dan jasa. Effort yang besar dalam melayani customer dengan instan akan menjadi salah satu kepuasan bagi customer.
Terkadang customer yang telah mengetahui informasi tentang produk dan jasa merasa ragu untuk melanjutkan ke proses transaksi. Beberapa hal masih dirasa belum mampu membawa customer pada proses transaksi. Live chat dapat menjadi penarik customer dengan mengarahkan pada pages FAQ. Halaman ini menyajikan data-data, informasi tentang produk dan jasa dengan lebih mendalam. Penyajian tentang keunggulan produk dan jasa pada halaman ini diharapkan mampu meniadakan keraguan dan ganjalan customer. Sehingga effort ini mampu mengubah pikiran customer. Dengan begitu diskusi live chat akan berakhir dengan transaksi. Satu transaksi dengan kepuasan dan kenyamanan akan menuntun customer pada transaksi-transaksi berikutnya. Transaksi beruntun akan menjadikan customer salah satu pelanggan setia yang akan membuat grafik penjualan selalu berada pada titik target.
Dan solusi untuk mendapatkan kemudahan dalam melayani dan memuaskan customer, semua ada pada OneTalk. OneTalk adalah salah satu platform perangkat lunak yang akan membantu tugas sales, marketing and support. Perangkat lunak ini menyediakan fitur-fitur seperti live chat yang akan berdiri pada sisi produsen dan berada dekat dengan kebutuhan customer. Kelengkapan fitur-fitur OneTalk yang memuaskan customer dan memudahkan produsen dalam menjalin hubungan saling menguntungkan dengan customer. OneTalk live chat dapat digunakan pada website atau mobile apps. Keunggulan OneTalk dapat di install pada beberapa device sekaligus akan mempermudah agen untuk reach out to customers. Begitu juga sebaliknya customer dengan mudah dapat terhubung sewaktu-waktu. OneTalk dilengkapi dengan fitur Customer Rating sebagai wadah customer dalam memberikan feedback. Feedback customer akan memudahkan produsen dalam melakukan improve pada company. OneTalk sebagai Messaging platform for sales, marketing and support mengarahkan company pada apa yang diinginkan dan dibutuhkan oleh customer terkait produk dan jasa yang mereka gunakan. Jadi tidak perlu ragu untuk mengunjungi OneTalk by TapTalk.io untuk mendapatkan back up kemudahan dan layanan dalam meningkatkan sales dan marketing.
Semoga bermanfaat!
How digital marketing takes over conventional marketing significantly makes the businesses take steps to go along with it. Digital marketing becomes the spearhead of the selling and marketing improvement. Digital marketing negates the time and place limits so that it can accommodate the customers’ needs anytime anywhere. In the business world, creating digital marketing campaigns is the most effective way to sell and promote a product or service. To be a reliable digital marketer and able to create an interesting campaign, you have to do these:
The first step that you have to do is to recognize who your target audiences so that your ads will get the right target. Knowing the right market target will ease you in arranging your campaign strategy and reaching the right target.
Content is one of the keys to success in doing the campaign. As a digital marketer, you have to be able to analyze and create content that will draw the audience’s attention and make them interested in using your products or services. The right target content is the content that fits the audience criteria.
You have to have a good taste in design for your campaign ads display. Display consistency must be one of your considerations. The visual display covers the fonts, color, and style of photography that become the characteristics of the products. The visual content display must fit your target audience. For example, if your target market is women who love makeup, the colorful and bright with some accent of makeup will make them more interested.
In this part, you can use the CTA (Call To Action). CTA is an action related to your ads and can lead your audience to the final destination of the campaign, such as to your website or product. CTA usually is a button.
To become an excellent digital marketer, you can use the developing technologies and tools. The existence of various tools will help your performance in creating interesting content that attracts the customers. Especially to help your selling, you can use the sales and marketing tools available. Sales and marketing platforms are the means of the businesses to sail in the digital marketing world. One of the platforms that will give some benefits for the businesses is Omnichannel sales and marketing. The benefit of Omnichannel sales and marketing will take the businesses to the top of expected sales achievement.
The marketing in digital era needs qualified management and skill. A digital marketing leader must recognize the market needs by observing the customer’s behavior. The summary of customer’s behavior data can be used as a reference for marketing improvement in the future. Customer’s behaviors that can be recognized from their feedbacks also can be used to fix and improve the quality of the product. The businesses as the leader in the digital marketing world have to have the experience on this matter. This experience will bring a real change through a better understanding of the customer’s behavior. The omnichannel platform has the tools that can facilitate the businesses to become a qualified digital marketing leader. The features in this platform can give a huge efficiency on the business side.
One of the features on this platform will record every feedback from the customer. The feedbacks data or the disposition from the coming case can be summarized. The summary of the disposition can form a business insight from the customer. This insight can be used for adjusting the step to serve customers’ needs. For example, making an improvement to reduce a similar case that can come up in the future. This business insight can bring up new ideas for businesses related to the improvement of sales and marketing. These new ideas are something that the customers wait for as a refreshment in digital marketing. The feature in the platform that presents comfort for the customer and ease for the businesses is the Case Detail feature. The feature presenting every detail of the case from the customer is a part of the Disposition feature that can be easily accessed and used.
The existence of a sales and marketing platform as a hand that brings the customers closer to the products and the businesses is a must. With this platform, customers and businesses can go hand in hand in a profitable interrelationship. Both parties can give positive supports. The businesses can use and get the benefit of Omnichannel sales and marketing by visiting OneTalk by TapTalk.io. OneTalk will lead the businesses to get the best features that can facilitate sales and marketing. With OneTalk, the time, energy, and cost efficiency to increase the sales is no longer a dream. OneTalk will be the tool for businesses to reach the customers’ satisfaction with no limit. Customers will feel closer to the products they need and feel easier to access information about the products. Nice experience of the customers in the transaction can make him a loyal customer. A loyal customer can take his close related person to feel a nice experience in the transaction together.
The basic character of the customer is stating and reacting to a product and service they need determines the success of the transaction. This just one of the considerations of the businessmen when serving their customers. The classification of the customer character can be divided into two parts which are reactive customers and proactive customers. Both kinds will give feedback for the products and services they need and the feedback can be positive or negative or both!
Reactive customers tend to be responsive or react immediately to something that comes up. This kind of customer does not fully understand their responsibility and likes to blame others such as customer service or even your product. Usually, the reactive customers are easily affected and moved by their physical environments, feelings, and past. Meanwhile, the proactive customers have the opposite nature. This kind of customer often take positive actions and are initiatives. Proactive customers are more likely to take responsibility for their actions and decisions in responding to everything happening in their life.
In business, the existence of both customers has its own advantages. Usually, reactive customer has the ability of Word of Mouth (WOM) in spreading your products to their network. They can also make your product go viral and are talked by many circles due to their ability in influencing others. One of the things that you have to pay attention to serving this customer is to make sure that your product has the value above their expectation. So, they will tell themselves how excellent your product is to the others.
Having the proactive customers will help you improve your service quality. You can ask their feedbacks to know what needs to be improved. Proactive customers will give positive feedback and constructive suggestions for your business. They are the loyal customers and they have considered why they have to buy your product. If you can keep the quality of your products and services, they will keep purchasing your product over and over again. Proactive and reactive customers are the kind of customers that you have to keep for the sake of your business continuity. They have an excellent impact and benefits if you can take advantage of their strengths.
Business owners have to try to get the support from the reactive and proactive customers by using the Omnichannel customer service. This platform will help the businessmen to get the expected support from the customer. To get positive support from both parties, the business owners have to give an accurate answer to every customer’s question. Sometimes, the accuracy of the answer is not enough, the answer must come in the right time where the customer needs it. How to handle this?
Reactive customers tend to quickly react to what they like or they don’t in a product or service. The reactive customer makes the decision shortly. Usually, this kind of customer will follow or be affected by whatever happens around him. The opposite thing happens to proactive customer. Proactive customers will need some time to make a decision. This customer will make the decision consciously by using rational analysis. To attract both kinds of customers to a successful transaction, companies will need special agents to handle them. The business owners will need some time and effort to handle those matters. The efficiency has to be created to reduce the case that has to be solved by an agent. This can be materialized by making a product tour and FAQs on the company’s website. The product tour and FAQs will give some description, information, and data of the product that the customer demands generally. The reactive and proactive customer can use the product tour and FAQs as a reference to make the decision. Thus, the agent will only answer the special questions that are not stated in the product tours and FAQs. This will wase the agents’ task.
The diverse character of the customers must be learned. Some customers often feel not satisfied with what is stated in the description, data, and information on the website. An agent has to read and learn customer’s behavior by observing customers’ feedback. To handle this kind of customer, an agent has to be able to give a pleasant experience for customer’s satisfaction. To learn the customer’s behavior, companies through their agents can access the disposition feature in OneTalk platform. This feature will help the agent to summarize the coming feedback of the case. Thus, the agents can get the knowledge about the customer’s behavior. This will help the agents to predict the customer’s interest and desire for the next transaction.
Omnichannel customer service is a platform that will give a pleasant experience to the customer during the transaction. This platform will equip the agent with the best tools such as All-in-One Inbox. In this tool, the customer only needs to explore one interface to know the description, data, and information of the product they are interested in. To enjoy the efficiency of the ease of service that the customer will get, the businessmen just need to try OneTalk by TapTalk.io. This platform will be the sales, marketing, and support for the businesses.
Are you ready to improve your customer service to the next level? Contact us now by sending an email to marketing@taptalk.io.
(COVID-19) memiliki dampak yang cukup signifikan kepada semua bisnis, khususnya di Indonesia. Beberapa cara yang bisa Anda lakukan untuk membuat customer membeli apapun produk yang Anda jual adalah sebagai berikut :
Sebagian pebisnis lebih sering menggunakan teknik penjualan seperti potongan harga atau diskon untuk mendapatkan lead namun melupakan teknik untuk membuat mereka datang dan melakukan pembelian lagi. Salah satu hal yang bisa Anda lakukan untuk membuat konsumen melakukan pembelian lagi dan lagi adalah dengan memberikan layanan terbaik kepada para.
Menawarkan voucher sering digunakan oleh pebisnis untuk membuat konsumen kembali membeli produk Anda. Sampai sekarang cara ini masih banyak digunakan oleh department store dan masih cukup efektif.
Anda dapat menggunakan teknik ini untuk meningkatkan penjualan anda. Apa itu Up Selling? anda tentu pernah membeli paket ayam di KFC atau McDonalds pada saat anda memesan paket ukuran medium biasanya kasirnya seperti ini “mau nambah ukuran minuman menjadi jumbo hanya dengan menambah Rp.3000 saja?” atau “mau nambah Rp. 4000 untuk ukuran medium?”. Nah, teknik ini adalah teknik up selling yang dapat menambah jumlah transaki konsumen Anda.
Untuk dapat mempraktikkan 3 cara bagi pelaku bisnis online, Anda bisa menggunakan tools dan teknologi untuk memaksimalkan kualitas customer service. Meskipun customer service Anda sudah bersikap proaktif, Anda tidak akan bisa mengetahui masalah tiap pelanggan. Untuk memastikan Anda mengetahui pengalaman baik atau buruk yang dimiliki pelanggan, ciptakan cara mudah bagi pelanggan untuk memberi feedback. Bisa berupa survey di akhir layanan telepon, survey email yang dikirim secara langsung dari bantuan tools customer service Anda, atau formulir di halaman “Contact Us” dari web Anda.
Ada teknologi dan tools bagi customer service membuat customer semakin merasa dekat dengan usaha Anda. Karena konsumen lebih mudah mengingat semua informasi tentang produk dan jasa Anda setiap saat. Untuk terus menjalin hubungan baik antara pelaku usaha dan customer dibutuhkan tools yang disebut SaaS. SaaS berfungsi sebagai penolong peng-update informasi bagi customer. SaaS atau Software as a Service adalah salah satu bagian komputasi cloud berupa perangkat lunak yang dapat diakses oleh customer. Salah satu contoh platform SaaS adalah Omnichannel. Platform ini menyediakan segala informasi yang dibutuhkan customer dalam perangkat lunak berupa halaman interface. Saas digunakan karena perangkat lunak ini menguntungkan pelaku usaha. Beberapa keuntungan penggunaan Omnichannel sebagai salah satu dari contoh perangkat lunak SaaS adalah:
Kustomisasi Interface sesuai dengan kebutuhan bertujuan untuk memberikan pengalaman yang menyenangkan bagi customer. Omnichannel memiliki kustomisasi yang ramah pengguna sehingga pengguna UI atau User Interface merasa nyaman dengan segala kemudahan.
Salah satu upaya pelaku usaha dalam menjalin komunikasi dengan customer adalah penerbitan Monthly Newsletter. Dengan ini, customer tetap terhubung dengan informasi-informasi terbaru dari produk dan jasa yang telah melekat pada dirinya. Hal ini akan menjaga ingatan customer dan tidak berpindah produk dan jasa yang lain. Hal lain yang turut menjaga kesetiaan customer adalah pelayanan yang menyenangkan ketika bertransaksi. Apalagi ketika transaksi terkendala dengan adanya komplain dari customer. Kenyamanan menghadapi customer yang sedang bermasalah dengan produk yang dijual dapat diperoleh dengan live chat on web yang ada pada fitur OneTalk Automatic Messaging. Fitur ini akan bekerja sebagai chatbot yang akan melayani keluhan customer selama 24 jam. Hal ini tentu akan meringankan kedua belah pihak. Pelaku usaha dapat terus melakukan perencanaan-perencanaan, sementara customer mendapatkan penanganan secara cepat. Efisiensi waktu tercapai bagi kedua belah pihak.
Untuk dapat mengakses SaaS dengan perangkat lunak Omnichannel customer service pelaku usaha dapat segera swipe ke OneTalk by TapTalk.io. Fitur OneTalk Automatic Messaging telah menunggu untuk melakukan efisiensi besar-besaran bagi perusahaan milik pelaku usaha. OneTalk memiliki visualisasi, pewarnaan dan font UI yang menyenangkan experience pelanggan. Menggunakan platform ini sebagai customer service berarti menempatkan pelaku usaha pada posisi tinggal pakai dan menikmati kerjanya. Karena sebagian besar perawatan platform dibebankan pada vendor. Efisiensi tak terbatas dalam terlibat penuh dengan customer akan memperkecil post pengeluaran sekaligus membawa kurva sales dan marketing menuju puncak penjualan yang ditargetkan. Gunakan Omnichannel customer service untuk mengembangkan usaha Anda lebih besar dan menjangkau semua kalangan.
Pengusaha yang tidak berusaha meningkatkan apa yang mereka lakukan, baik dengan membangun produk, memasarkan bisnis, atau membantu pelanggan, akan tertinggal oleh orang yang ingin berinvestasi di kemampuan mereka. Meningkatkan layanan pelanggan memang tidak bisa dilakukan dengan cepat namun Anda bisa memanfaatkan adanya tools seperti OneTalk. Ini juga jadi perjalanan tanpa akhir, tapi penting. Jadi, pastikan ini jadi momen Anda untuk meningkatkan layanan ke customer.
Semoga bermanfaat!
As Covid-19 shows its big hit to the business world, it has proven that the effect it causes to the business needs to be taken seriously. As world cases exceeded 11 million cases—with the number going every minute, the executives have to prepare the workforce to survive. Recent surveys from McKinsey said that according to June’s survey, global executives believe that the recovery of business coming back into shape from this pandemic will be bumpy and slow (33%).
With people grow more and more wary to go out from the safety of their home, global businesses have learned that potential crises—that we definitely learn from this pandemic—always have the possibility to be exposed to all aspects of the business. The management team has to work through all the uncertainties of their business, to appease their customer-based work so the company could still thrive with business and crisis management plan. Not only it could result in successful business management through crises, but it could also result in a good customer service team.
CRISIS & CUSTOMER SERVICE
So how should you manage your business to stay above water during the crisis? As communication becomes important in the time of the pandemic, businesses should develop a great crisis and customer service. Customer service has been the team that ensures the relationship between the business and the market runs very well and profitable for the business. Listed below are some of the things recommended by Co-Founder Scorebuddy Dublin, Dick Bourke, in customerthink as a crisis communication tips.
Support your team
While facing an unprecedented crisis this pandemic has caused, you have to constantly be there for your team. It is important to provide your team with emotional support so your compassion for handling the crisis will show through to your customers. This will be one of the key points that differentiate you from your competitors.
Data and Information Gathering
While communicating with customers, your team will have time to determine the solutions to the impact of the crisis on your customers by reviewing customer service and communication policies and the change they brought during the crisis. With these insights, you will have to prepare the crisis management plan to handle the impacts that you have concluded.
Developing a Crisis Management Team
Just because your team faces a crisis does not mean that your business should go down the drain with the pandemic. Be prepared to develop the crisis management team. According to customerthink, in general, your crisis management team should consist of Crisis Manager: This person is an expansion of you to communicate and integrate your crisis communication plan; Crisis Management Advisor; directly report to Crisis Manager and providing needed resources; Emergency Director; work with emergency officials to support and assist report; Public Relations Specialist; Legal Advisor; and Medical/Security/Safety Advisor. This team will help you implement your plan of crisis management and prepared in case of future threats.
Provide an omnichannel support
To answer customer’s demands in this crisis, messaging platforms become scarce to provide customers with their communication of choice. Assuring your customers that you are always available to respond to all their demands is important, moreover in times of crisis. Using an omnichannel messaging platform might be the answer to what your customer needed.
According to qnomy, Omnichannel is an integrated approach to customer-centered processes in which multiple channel interactions are combined into a single management system to improve customer satisfaction and user experience. The advantages of omnichannel customer service are that it integrated multiple messaging platforms as a way of communicating with users and giving customers shopping convenience.
A branded omnichannel messaging platform for sales, marketing, and support can offer an entirely different experience for customers. One of the omnichannel messaging platforms is OneTalk. OneTalk is an Omnichannel Customer Engagement product from TapTalk.io that could integrate multiple messaging platforms. This will allow you to have an all-in-one inbox to communicate with your customers. You could assure that whichever the customers’ platform of choice you could provide. Because this product eases your customer to reach you with various messaging platforms such as Whatsapp, Telegram, Facebook Messenger, Twitter DM, Line, email, etc.
Omnichannel might be a way to maintain a positive and professional reaction to this pandemic. With omnichannel such as OneTalk, you can learn their history, how long have they been waiting, and what channel did they use. Learning your customers’ needs abled you to offer the thing they needed the most—even more so in this time of crisis.
To learn more, visit our website TapTalk.io.
Giving consumers reasons to stick with the company is an important part of creating a competitive organization. There are a few different ways you can do so, but in this article, you'll see why moving to an omnichannel strategy is better for the bottom line.
Today, customers expect complete power in their buying decisions. They want to purchase goods and services under their terms, wherever they want, using a system that best suits them.
Your reputation as a retailer has reached beyond the reach of the Customer Service Department. It's all about how much you track and make sense of consumer journeys in this age day.
Marketing these days requires more than just a knock on the door of your potential client. Research currently shows that a customer will not purchase your product just through watching a single ad on one channel. You need to engage in many platforms at once, including digital platforms such as Omnichannel. Understanding the platform of Omnichannel is the first step in making your business big. But before we jump right to the nitty-gritty of stuff, you need to learn what is Omnichannel and how it affects your business. Omnichannel offers marketing experiences like no other.
One way to do this is by omnichannel engagement platforms.
Omnichannel engagement leverages a lot of distribution strategies to offer a seamless shopping experience to consumers. For example, the consumer may shop online from a mobile device, a laptop, or even a brick-and-mortar store, and yet the experience is consistent.
Most multi-channel platforms allow you to interact with your customers in real-time via chat or video, and even via screen sharing and browsing.
Customer engagement is an important consideration if you want to achieve your business goals. By providing real-time solutions, your customers become connected to your brand and feel actively involved in your product or service.
Let’s get to know more about this omnichannel stuff that you may need to know.
Understanding the platform of Omnichannel is the first step in making your business big. Omnichannel offers marketing experiences like no other. When you choose to connect your business with this platform, you can indulge your business into an unlimited channel, including retail, social media, and desktop browser. Omnichannel allows the customer to make a purchase on any social media and then track the receipt through a desktop browser. This kind of interconnected service will benefit your business for sure. Since customers will be able to connect to your business in any media.
BUT, what is Omnichannel?
The solution to better customer service is omnichannel. Omnichannel is an integrated approach to customer-centered processes in which multiple channel interactions are combined into a single management system to improve customer satisfaction and user experience. The advantages of omnichannel customer service are that it integrated multiple messaging platforms as a way of communicating with users. This could help your business to answer those said demands.
Omnichannel is oriented around your customers and creates a singular customer experience across your brand by bringing together sales and marketing that cause spillover between channels. In terms of customer support, omnichannel brings together multiple messaging channels on the same platform. Omnichannel has a focus on the customer journey in communicating with the company, so the quality of the experience is smoother.
With omnichannel customer service you can:
The omnichannel platform allows and helps you reach a large number of customers. It offers a massive leap for small businesses. However, for more established companies, Omnichannel equals rapid expansion. Marketing your business can never be this easy. You can reach more people suitable to your buyer persona by creating your strategic content on Omnichannel.
Consumers want flexibility, and that means delivering the offering in a manner that better serves them, whatever or wherever it is. And that's just what Bank of America is good at. The brand takes the contribution of omnichannel consumers seriously, recognizing that customers may choose to pay monthly bills from their mobile device, POS, or laptop.
And that's just what the Bank of America is doing. The brand takes the contribution of omnichannel customers seriously, recognizing that customers may choose to pay monthly bills through their mobile device, POS, or online applications. They want to do so effortlessly, whatever their preference, and have the same ease of experience.
Every marketer knows the importance of customer insights and data for their business. This allows you to better understand your customer behavior and make informed decisions about how to provide the best customer experience.
Since omnichannel customer interaction is a unified system, it is much easier to combine all the data into one dashboard for use.
Ask yourself this question, "When did they leave your shopping cart, and what clicked on your site the most?"
Having this data in one place allows you to be proactive and create an effective business growth strategy. It all comes down to the power of customer insight, which is very important when setting the direction of your marketing operations.
Nowadays, people rely on their mobile phones a lot. Therefore, excellent mobile customer service will certainly increase your brand awareness. By choosing to develop customer support on Omnichannel, your business will be able to keep up with customer’s growing expectations. Especially because the Omnichannel messaging platform, such as OneTalk can guarantee convenience and efficiency.
Customer service on social media can hit or miss at any given time. When you can deliver, you can increase the rate of your customer satisfaction. About more than 31% of your potential clients want to have your answer within 30 minutes. To keep up with this, you have got to find a bridge between your system and the customer. Therefore, you need a platform that can connect them all. And what can be better other than Omnichannel?
More and more people want companies to make it easy for them to address their customer support issues. Being able to search up a response and address the question at one’s own time has become the primary need. In reality, nearly three-quarters of customers choose to use the website of a client to find a solution rather than choosing specific service networks.
Because Omnichannel communication facilitates consumer behavior insight, it also lets you determine the best way to address customer demands and anticipate product requirements.
If you’re having a ton of clicks from Facebook advertisements that hit a certain state or city, you can monitor it and proactively transfer products to your physical locations in that area to boost the experience of consumers who buy online and pick up in person.
All businesses require a good disposition. Nowadays, you can get one by using the Omnichannel messaging platform. One of the best omnichannel to serve this purpose is OneTalk. OneTalk offers the perfect tools to serve customers. OneTalk by TapTalk.io provides a feature that can get you a summary of customer disposition. With this feature, you can get business insight from your very own customer. You can use the data to further develop your business or even generate new ideas. By choosing OneTalk as your partner, you can build the best customer service for your brand.
To provide efficient customer service, we need a channel that allows us to provide a faster response. Take an example from WhatsApp-based customer service. In one WhatsApp account, usually, there's only one agent to answer all those demanding questions from your customer. Surely, we can't rely on that for large companies with thousands of chats that come in a day, right?
OneTalk by TapTalk.io is an Omnichannel Customer Engagement product from TapTalk.io that could integrate multiple messaging platforms for your sales, marketing, and support. OneTalk relieves you from the hassle of answering your customer on multiple platforms because OneTalk provides a faster way to respond to your customer which can enhance your sales and marketing in the future.
The benefits of omnichannel customer service are the integration of multiple messaging platforms as a way of communicating with users, it collects way better data collection and analysis, it is time effective and cost-effective, reaches a large number of active customers, and choosing a trusted omnichannel messaging platform will provide you with greater customer support and services.
Here are some of our top features that you will love to have in your customer support:
1. All-in-One Inbox
We understand your time is very valuable. Equip your agent with tools that have complete features.
2. WhatsApp, Telegram, Facebook Messenger, Twitter DM, LINE, Email, and others
Make it easy for your customers to contact you through various channels and reach them more easily.
3. Disposition
Study your data. Create and summarize the dispositions of each incoming case to get business insights from your customers.
4. Assignment Rules
Unassigned, Round Robin, Balanced. Find the case distribution method that is most suitable for the type and way of working your business
5. Case Detail
Understand your customers further by knowing how long they have been waiting, their history, the channels they use, and many other things.
6. Working Hour and Automatic Messaging
Describe working hours for your customers so that they don't wait when contacting outside of working hours and also send a custom template message to your customer before the agent replies to their message.
For those who wish to use a safe and secure omnichannel messaging platform service, OneTalk also provides you with a safe and robust chat platform. Every message sent through our platform and machines is encrypted and strong enough to handle millions of messages. You don't have to worry about the confidentiality of your business.
OneTalk is also an easy and fast integration messaging platform, and all the chat user interfaces in our library are ready to use. This allows you to focus on providing the best sales, marketing, and customer support. We're also flexible and customizable to match your brand tone and voice from fonts, symbols, labels, and more.
Preserve your customer data and turn it into business insights with OneTalk. OneTalk as a social messaging solution will facilitate sales transactions to prospective customers as well as business owners. Provides an easy way for your customers to chat with you by using the user session sync feature. This feature prevents your customers from rewriting the information they have provided you as it is automatically stored on your system.
But, are you still having trouble allocating all of these messages to your special agents? Well, this is why omnichannel also provides social messaging solutions through its messaging system with appointment rules. There are three types of assignment rules: Indeterminate, round-robin, and balanced. Unassigned assignment rules mean that new cases are not automatically assigned to agents, agents must assign their own, Round Robin's assignment rules mean that new cases will be evenly distributed and assigned to each available agent in alphabetical order, balanced is the new placeholder states being assigned to the agency with Fewer cases first. These customization rules are a big plus as you can always monitor how the agent is doing from the recorded engagement times, and of course, you can satisfy clients' requests by responding systematically.
Another offered feature, Customer Reviews, allows customers to rate your employees' service. Meanwhile, our real-time agent activity tracker monitors how your agents serve your clients.
The ranking feature creates and summarizes actions for each incoming case to gain business insights from your customers. The recorded data knows how long they have waited, their history, the channel they are using, and a lot more. This feature also helps you to summarize cases to avoid similar cases in the future and generate new business ideas.
OneTalk increases customer engagement by providing an omnichannel messaging solution for sales and marketing platforms. With all the features that make customer support easy. OneTalk offers an omnichannel messaging platform at the best prices. Multi-line customer service provides service without hidden prices.
You can view all packages and prices listed in full on our website. Are you a solo entrepreneur trying to find the best customer service solutions? Or a company that is growing and developing? Or large-scale companies and institutions? OneTalk has all the solutions for your customer service needs.
So, what are you waiting for? Our agents are ready and anticipating you if you want to know more about this so-called Omnichannel Messaging Platform. Still not sure? Feel free to contact our agent via WhatsApp to find out more about OneTalk, we will be waiting for you. Surf our website to know all about OneTalk.
Kita hidup di masa-masa sulit yang penuh dengan ketidakpastian. Tidak ada yang bisa menjamin atau tahu untuk apa yang akan terjadi dalam wabah COVID-19 ini. Bisnis yang ingin bertahan di masa COVID-19 ini harus menjaga komunikasi yang konsisten dan relevan dengan customer selama pandemi. Para pemilik bisnis dan konsumer tentu nya juga harus beradaptasi dengan lingkungan ‘new normal’ ini. Sekarang, tantangan terbesar bagi pemilik bisnis adalah bagaimana caranya untuk mempertahankan arus komunikasi terhadap customer mereka secara konsisten dan relevan. Terutama jika bisnis Anda berencana untuk kembali beroperasi di dalam beberapa minggu yang mendatang.
Menurut riset yang kami lakukan, ada beberapa cara yang menurut kami bisa Anda ikuti untuk melayani customer Anda di masa pandemi ini.
Keberhasilan bisnis Anda dapat bergantung pada seberapa baik Anda memenuhi perubahan kebutuhan pelanggan. Jika Anda sudah melakukan 4 hal diatas, yang harus Anda lakukan setelah itu adalah untuk menadaptaskan bisnis Anda dengan situasi pandemi ini. Misalnya, para bisnis sekarang dapat melayani customer secara vitual dan menggunakan layanan sosial lainnya dengan bantuan teknologi. Untuk bisnis online, pastikan bisnis Anda masih bisa dijangkau di saat #NewNormal ini. Dengan OneTalk by TapTalk.io, Anda dapat menjangkau customer dari berbagai aplikasi messenger dan juga sebaliknya. Customers dan konsumen Anda-pun dapat belanja dan tanya jawab bebas repot via online dengan omnichannel OneTalk by TapTalk.io. Gunakan OneTalk untuk mempermudah kinerja Anda.
Semoga bermanfaat dan semoga tips dan trik yang kami berikan bisa memberikan insight untuk membantu Anda menyusun strategi di masa pandemi ini!
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