After all the effort, time, and money you have spent developing and marketing your product, your customer feedback strategy will help guide you through the next steps. As you know, product development is like playing chess. You have to be one step ahead of the game to give your customers the features they want. Sometimes before they even know what they want.
Let's take a look at how to create a successful customer feedback strategy for your business.
A customer feedback strategy is the process of collecting feedback from people who use your product and then acting on that feedback. There are several ways to collect feedback. You can ask questions or monitor your behavior through surveys. Keep reading for our detailed guide on how to create your own customer feedback strategy.
A customer feedback strategy provides data and confidence to move your company in the right direction. Without it, users have to make assumptions about the desired function. It's also a great way to gather ideas for product improvement. Here you can figure out the best features to add depending on how long it took to build, whether your competitors have these features or what you need next.
There are two types of valuable data that are important to your customer feedback strategy: qualitative and quantitative.
Qualitative methods record customer comments and responses from focus groups, open survey questions, and social media comments. After collecting the data, look for response patterns and determine the most common topics. Analyzing qualitative data can be complex, but it provides a deeper understanding of the customer's needs and motivations.
Quantitative data records the number of clicks on an ad, the number of people who purchased an item from the ad, or the number of people who opened the latest newsletter. Quantitative data is useful for predicting what many customers will do based on the behavior of a small group.
Customers are more likely to respond to surveys when they are very satisfied or very dissatisfied, so their responses are likely to be low and distorted. Customer satisfaction scores and Net Promoter Score are provided here. This is a quick way to gather customer feedback and increase the likelihood of customer engagement.
The Customer Satisfaction Score (CSAT) measures customer satisfaction for one interaction (usually a customer service interaction). For example, customers can rate their satisfaction with customer service before they hang up or disconnect from online chat. Companies can also follow up with text messages asking for an assessment of their experience.
CSAT score is an important metric to keep track of, but it's not perfect. For example, customers may report less than perfect scores in their customer service experience because they are usually reluctant to offer perfect scores. Knowing your CSAT score will help you get an overall picture of your customer satisfaction, but it's up to you to dig deep.
The Net Promoter Score (NPS) is another quantitative approach that provides general satisfaction data for a company or product. The NPS is tabulated by asking the customer, "How much would you recommend our company to a friend or colleague?" Then, subtract the percentage you don't want to recommend your company from the percentage you can recommend the company (promoter).
This question is useful because customers are more likely to answer one question and generate computable data. However, customer responses can vary depending on how they felt at any given time, how they felt about their last interaction with the company, and how their cultural background influenced their responses.
After all those effort of making customer feedback strategy, it’s time to implement it through the Feature Priority Matrix. We don't have an infinite supply of time, money and resources to make all of the changes that we indicate require feedback from our customers. It also complicates the decision by competing opinions from the product development team and management.
Creating a functional priority matrix allows you to make the best decisions for your company and reach consensus among all decision makers. Place user demand on the x-axis and complexity on the y-axis. You will have the next four quadrants listed in the order you need to apply your ideas in that quadrant.
Then you can create the same matrix, but you can change the X axis to "compete".
Regardless of the approach you choose, developing a customer feedback strategy creates clarity and consensus in product development. Choose your method based on the data you want to collect and use the best tools to collect your data more easily. Then implement the change depending on which change has the greatest impact and which is the fastest in development. Finally, rest assured that we will prove that your process is responding to your needs!
In sales terms, closing is commonly defined as the moment when the transaction is agreed upon by a customer or client. Very few clients are going to close themselves, making it appropriate for the salesperson to instigate the closing. According to HubSpot’s 2018 study, 75% of companies’ top sales priority is closing more sales.
Although it is important to close the sale, it can be unnerving for a new salesperson, as it leaves them vulnerable to the risk of dismissing the prospect. You need to brace for the many potential scenarios, including pushbacks and objections, that lie ahead.
A salesperson needs to find out everything about their client, like their business, wants/desire, challenges, and current solutions. Doing your research will assist you to identify outstanding alternatives and evaluate variables that can avoid or hinder closure.
Trying to close a sale is a series of steps, it’ll involve having some commitments (or smaller closures). But you have some closing tactics that you can use once you get to the final step. Here are some techniques that you can use according to different scenarios.
This close is based on the premise that from the moment you put effort into it, you truly believe you are going to make this deal. The vocabulary you use will suggest that you think the sale is a "done deal." The trick is to review your client regularly, calculate their interest rate, objections, and decide whether they are on the same page as you.
When you deal with common leads and recognize that the item is a perfect match, Your confidence and optimistic thoughts are infectious, and the client feels that the solution should be as clear to them as it is to you. But, If you have no interaction with your client, and hear constant feedback that does not make sense to them, you shouldn't use this technique.
This is a basic concept: if you've already benefited from them, and they don't seem to be involved in those aspects, take them off the table. You can eliminate features that they do not need, provide cost savings, and see if they are more likely to take the offer.
When the client object due to price and they do not need others feature, this technique can work. Everybody wins if you can overcome the objection by eliminating items they don't need. But if the prospect doesn't seem to object to price or something, this strategy won't have to be used.
Often known as the "Nothing to Lose Close," this technique involves allowing your client to become very aware of the fact that you are selling something to them.
By using this technique, you’re letting know what you want from your client. And while they might not say yes, at least they will send you a definite answer so that you now have to spend more time following up. When you know you're not going to get the yes, and have no other choice, you can use this.
In this technique, you give your opinion on what will work best, another 'hard close' tactic. Offer a firm suggestion that can benefit both sides.
You offer firm solutions for some of their problems. It's best to use when you have a great (personal) relationship with your client, or when you think they can be easily influenced. Don’t use this technique when you don’t know your client well or when they’re much more expert in the field.
Based on the premise that customers who go into shops and try the product are more likely to purchase them. By having the client try it out, you make your sale. When they start using the product, the advantages of talking to them will become tangible. If you have a product that allows for a trial period and has functions that are not always easy to inform over the phone/email, this technique will work.
Now, think carefully before deciding which technique you want to use. If you still have some problems with closing a sale, here are some tips that’ll be helpful for you
By putting your customer above closing the deal, your customer will most likely buy your product. Imagine yourself as the customer, of course, you want a salesperson who put you above their closing target. It’s not about the closing, but it’s about the customer
When you don't know anything about that customer, it's hard to put the needs of the customer first and reveal the relevance the product can have to that customer.
Don't rush your customer on closing the deal. Let them decide what is best for themselves
Selling consists of exposing that relevance. If you don't know your product well, how will your customer trust you and buy your product?
You can also use one of OneTalk’s features to help close a sale. By using disposition, you can know your customer shopping history, the channel that they like to use and summarize all of your customer cases to gain more business insight. After knowing more about your customer, you can easily choose the right technique for closing sales.
Pandemi COVID-19 telah mengubah segala aspek kehidupan, salah satunya berdampak pada bisnis. Hal ini tentunya menuntut setiap perusahaan untuk bertransformasi dan beradaptasi agar bisa tetap hidup di tengah krisis. Sebagian besar dari perusahaan yang ada di dunia telah melakukan tindakan yang cepat untuk menanggapi krisis ini. Namun, perlu diperhatikan bahwa mereka perlu membangun langkah-langkah yang tepat dan mengembangkan rencana jangka panjang dan komprehensi untuk mengubah posisinya di masa yang akan datang karena kita tidak tahu sampai kapan situasi ini akan berubah.
Keadaan menantang dan penuh ketidakpastian yang terus berlanjut memaksa CEO untuk memikirkan beberapa pilihan sulit. Beberapa membuat pemotongan gaji atau memecat pegawainya, dan ada yang fokus untuk keluar dari musibah. Menurut McKinsey Global Survey of executive terbaru, perusahaan mereka telah mempercepat transformasi digital interaksi pelanggan dan rantai pasokan serta operasi internal mereka selama tiga hingga empat tahun karena pandemi.
Menghadapi momen ini, CEO telah mengubah cara mereka memimpin dengan cara yang bijaksana dan cerdik. Perubahan tersebut mungkin lahir dari kebutuhan, tetapi memiliki potensi besar di luar krisis ini. Terdapat beberapa sifat yang perlu dimiliki CEO untuk memimpin transformasi yang sukses
CEO yang memiliki sifat-sifat ini dapat membantu perusahaan mereka menstabilkan pendapatan, membuka pertumbuhan, mengurangi biaya, dan menjadi lebih gesit. Saat ini semua CEO sedang menghadapi tantangan. Mereka dapat melihatnya sebagai risiko dan hanya berfokus pada meminimalisir kerugian, atau mereka dapat memperlakukannya sebagai peluang yang suram. Semuanya kembali lagi bergantung pada keputusan CEO. Sekarang, Anda ingin menjadi CEO yang memiliki sifat seperti apa?
There is a lot of saying about customer experience that affects your business thoroughly. You know what? All of them are absolutely right. Customer Experience is the foundation your companies built on. It was the reason behind a successful business. Along with the increasing contact and interaction between you and your customers, it is critically important for you to serve all kinds of people.
Inherent bias in technology can be difficult to eradicate. Our technology tends to reflect the people who make them. Their perspectives and experiences determine how products are designed. Whether we are talking about smart cities or smart speakers, the systems that support our lives are the result of designers' decisions. Inequality and exclusion are often unintended consequences of these choices.
Inclusive design works with customers who are usually excluded from design considerations. This creates innovative solutions that are suitable for everyone. Think of a smartphone or an electric toothbrush. Research shows that inclusively designed products and services tend to be accessible and useful to up to four times the number of intended customers. Now, it’s time to find the best way to achieve inclusive design so you can create a delightful customer experience.
To build more-inclusive technology, change your design process. It is one of many ways you can focus on cxm.
Robbie Lie, a UX Researcher and Data Scientist says in his article that,
By attending to the needs of the most marginalized customers, we create a product experience that satisfies the most market demand.
Inclusive design for him, truly has the potential to drive a successful business but also, social impact. When you design for the most marginalized users and also make accessibility a central focus, your products will become better and more successful.
But as it said, a product often mirrored its owner. And therefore, did not represent parts and divisions of society. This problem will not go away on its own. As digital platforms driven by AI, mixed reality, and voice interactions increasingly influence society, technologists need to recognize that the problem will only grow more pronounced.
According to an article by Felix Chang, a Strategy Director at Artefact, in Harvard Business Review, there are several actions that can be taken to create more inclusive products and services:
The idea of designing for equity, argues that the design process itself and how technology is created must be redesigned. If we want to ensure that no individual or community is harmed or left behind, we must intentionally design our products to be inclusive.
By reaching an inclusive design for your products or services, your targeted customers will be wider and your impact will be broader. These actions can create a more comfortable and meaningful customer experience.
Now we have entered the digital era, where everything is easier with the help of the internet and technology. In this era, all companies need to improve how they think, how they deal with consumers, partners, and vendors, and how the organization functions within them.
Digitalization is transforming the inside or the environment of a company. Its daily presence and its major effect on sales, margin, growth, and creativity, illustrate the increased interest of businesses in digitalization. Moreover, it does not only impact businesses that are technology-based industries, it affects or may affect any company, any industry, any form of work, any business activity. New technology can significantly impact all businesses.
Digital transformation, on the other hand, is broader than digitalization as a way to move to digital business. Digital transformation is the transformation of company operations, systems, products, and models to take full advantage of digital technology opportunities. The primary objective is to enhance efficacy, mitigate risk, or explore new possibilities for monetization.
A survey of directors, CEOs, and senior executives found that their #1 worry in 2019 is the prospect of digital transformation. Research shows that 70% of companies that initiate digital transformation didn’t achieve their stated objectives. But, according to other surveys, 21% of those companies say they've accomplished the digital transformation. This indicates that the other company remains underestimated digital transformation.
Digital transformation actually drives changes in client experience, operational processes, and business models. The process of digital transformation includes teamwork around the whole company and entails changes in the culture of the business. This digital approach relies on technology, not culture. Many digital technologies provide opportunities for gains in productivity and consumer intimacy. But if people lack the right mindset to adapt and the new business structures are flawed, those shortcomings will be clearly magnified by digital transformations.
Digital transformation requires a digital strategy that looks at the goals, current situation, and how to move forward on a transformative journey in a way that makes sense and links the dots, like any strategy.
Today, with the implementation of a digital strategy, every company could leverage the value of this technology. Such a technique consists of a mix of emerging technologies, data, and physical resources that enables human output to be enhanced. Failure to execute it would weaken a firm's productivity. A strategy for digital transformation begins with answering key questions, such as what, why, how, and who. A digital transformation strategy builds bridges between the current state and the desired long-term plan. A digital strategy is in short, not an option. It is becoming a necessity for any company that wishes to stay competitive in its markets.
A digital strategy must transcend conventional functional areas and business processes allowed by IT. While it entails the digitalization of products and services as well as the knowledge surrounding them, it also extends beyond firm boundaries and supply chains to dynamic ecosystems that cross traditional industry borders. Without taking into account the business ecosystem, alliances, collaborations, and competitors, the strategy can not be created, because the ecosystems are intertwined.
Research by PwC, a consulting services, suggests that before developing a digital strategy, you should think about the following questions
In conclusion, Digital Transformation is the use of technology to dramatically change business efficiency or impact, while Digital Strategy is about using digital technologies at either organizational or line-of-business levels to achieve strategic goals.
The Digital Strategy addresses the company’s particular problems, thus generating applications or solutions, while the Digital Transformation consists of reinventing the company from scratch, taking advantage of the latest technologies, standards, methods, instruments, and talents.
Other than that, Digital Strategy is short and medium-term, and Digital Transformation is long-term (that involves trial and error, prototypes, and change everything, this usually takes a long time).
Digital Transformation and Digital Strategy are strategic in nature and must be considered at the same time. It is best to combine both practices to be applied to your business. Use OneTalk, OneTalk will allow you to use technology (digital strategy) & also focus on the client experience, operational processes, and business models (digital transformation).
OneTalk is an Omnichannel Customer Engagement product from TapTalk.io that aims to improve the efficiency and quality of business relationships with your customers. They provide the best experience to your customers, supported by an interface that can be personalized according to the brand image you want to present.
Dampak kecerdasan buatan (AI) pada customer service telah menjadi salah satu topik yang diperdebatkan secara luas dalam beberapa tahun terakhir. Dengan munculnya chatbot, yang didukung oleh AI, interaksi brand dan customer service telah bergeser ke bentuk baru.
Facebook, Kik, dan bahkan Telegram meluncurkan platform bot di atas messenger mereka, dan semua orang dan siapa pun menyatakan bahwa masa depan kita akan berisi dengan bot. Tetapi mereka masih belum bisa menyempurnakan faktor human interaction atau interaksi manusia yang akan membantu hubungan personal dengan audiens.
Chat bots dapat digunakan untuk menyederhanakan interaksi manusia dengan bantuan kecerdasan buatan. Perangkat lunak yang dirancang untuk mensimulasikan percakapan dengan pengguna dalam bahasa alami melalui situs web, aplikasi perpesanan, aplikasi seluler, dll.
Pertanyaan yang kemudian muncul adalah bagaimana chatbot dilihat sebagai mengubah pengalaman pelanggan dan meningkatkan produktivitas kerja. Perangkat lunak ini dirancang untuk menangani aspek bisnis yang berulang dan biasa seperti menanggapi dan menyelesaikan pertanyaan pelanggan, memproses data, dll.
Dengan cara yang langsung. Ini juga membuat agent fokus pada tugas yang lebih kritis dan kreatif. Produktivitas kerja telah menjadi faktor lain yang mendorong semakin banyak organisasi beralih ke chatbot.
Riset telah membuktikan bahwa bahwa meskipun AI dan Natural Language Processing telah ditingkatkan, AI Chatbots masih dalam tahap primitif. Dengan kata lain, mereka hanya secerdas yang diprogramkan. Jadi, mungkin ada situasi di mana chatbots mungkin tidak dapat memberikan hasil yang diinginkan.
Di sinilah faktor manusia berperan. Empati dan kecerdasan manusia dibutuhkan untuk memecahkan masalah. Chatbot, oleh karena itu, dapat dianggap sebagai "garis pertahanan pertama dan manusia datang untuk bermain ketika garis itu dilanggar".
Komputer luar biasa dalam komputasi. Mereka memiliki kemampuan mencari data, menghitung angka, dan melakukan hal-hal seperti melihat jutaan opsi berbasis fakta dan mengembalikan yang terbaik dalam hitungan detik. Komputer belum pandai memahami emosi manusia. Bahkan tidak dekat sama sekali.
Keadaan pemrosesan bahasa alami berarti mereka bahkan tidak dapat memahami apa yang kita tanyakan kepada mereka, tidak masalah menafsirkan perasaan kita dengan membaca yang tersirat.
Keuntungan dari bot ini khususnya adalah mengurangi beban pekerjaan yang dikerjakan oleh manusia. Permasalahan akan lebih terfokus dan brand dapat mengkategorikan agent sesuai dengan case yang masuk.
Tetapi, banyak pelanggan mengaku frustasi jika terlalu lama berinteraksi dengan entitas yang tidak dapat mengerti masalah mereka. Tidak mengetahui cara menenangkan mereka atas masalah yang ingin mereka selesaikan. Kurangnya kontak sosial membuat mereka merasa berbicara dengan robot.
Manusia di sisi lain tidak ahli dalam komputasi, tetapi memiliki kemampuan luar biasa dalam memahami emosi manusia. Kita memiliki empati. Kita tahu bagaimana rasanya frustasi.
Kita tahu bagaimana rasanya membuat orang merasa lebih baik. Kita bisa bernalar dan mendengarkan. Kita tahu kapan harus tetap diam, dan kapan harus menyela.
Solusi dapat diberikan secara real time tanpa menambah kesulitan pelanggan. Tidak ada cara untuk memberikan customer service atau pemasaran yang efektif, tanpa empati dan kecerdasan emosional. Di masa mendatang, komunikasi pelanggan kelas dunia akan membutuhkan manusia. Untuk itu, kita akan tetap membutuhkan human computer interaction untuk meningkatkan kualitas hubungan dengan audiens.
Semua perdebatan ini pada akhirnya akan berujung pada pertanyaan “apakah manusia sebenarnya menyukai berbicara dengan bots?”. Semua teknologi bots yang ada akan mencoba sehebat mungkin untuk membuat berbicara dengan bots seakan berbicara dengan sesama manusia. Kenapa hal ini bisa terjadi?
Karena faktanya adalah manusia suka berbicara dengan sesama manusia. Dan jika ada yang tidak berjalan dengan baik tentang komunikasi pelanggan hari ini, itu adalah bisnis online yang terasa impersonal. Bisnis bersembunyi di balik teknologi buruk, seperti no-reply email, nomor tiket, balasan otomatis, dan formulir "Contact us" tanpa wajah.
Berpura-pura bahwa bot adalah manusia adalah impersonal. Jika pelanggan sedang bercakap-cakap dengan entitas yang mereka anggap sebagai manusia, tetapi kemudian menyadari melalui batasan teknis yang tak terhindarkan bahwa itu sebenarnya bot, bagaimana menurut Anda perasaan mereka? Dan bagaimana perasaan itu bisa baik untuk bisnis?
Pelanggan membutuhkan social interactions. Gunakan perpaduan antara otomasi dan koneksi manusia untuk membangun hubungan mendalam pada channel personal. Anda bisa menggabungkan keahlian bots untuk menjawab pertanyaan umum dan menggabungkannya dengan keahlian manusia untuk menjawab case yang lebih kompleks dengan memanfaatkan kata kunci dalam percakapan.
OneTalk menawarkan anda keuntungan yang bisa anda rasakan dengan automasi tanpa membuat pelanggan anda merasa terlalu impersonal dan tetap memanfaatkan interaksi antar manusia. Layanan perpesanan omnichannel terbaik ini memiliki fitur Welcome Message dan Away Message yang dapat membantu brand Anda untuk tetap personal.
Welcome Message adalah pesan yang otomatis dikirimkan pada saat sebuah case terbuat. Hal ini dapat berisi sambutan atau permintaan tunggu penyelesaian case.
Away Message adalah pesan yang otomatis dikirimkan pada saat customer mengirimkan pesan ke bisnis Anda di luar jam kerja yang telah ditentukan di fitur Office Hours.
Sementara itu, untuk menyederhanakan interaksi antara agent anda dengan pelanggan, OneTalk menyediakan fitur Quick Reply, yang berfungsi untuk mempermudah agent membalas pertanyaan customer yang bersifat template yang sering ditanyakan.
NOW is the right time for you to turn this pandemic situation into a competitive advantage, especially for IT businesses. All consumption behavior has shifted into a more remote and mobile behavior. Which is the reason that you should take more time and energy to plan what we call Digital Marketing Strategy.
What is Digital Marketing? According to Dave Chaffey and Fiona Ellis-Chadwick in their Book, Digital Marketing (2019), it is the application of digital media, data and technology integrated with traditional communication to achieve marketing objectives.
Consumers and businesses are almost always online and always on the move. They want to be able to communicate with their customers and observe their behavior wherever they spend time. It is why your businesses should have a successful digital strategy.
You should consider using some technology to boost your Digital Marketing through digital platforms. In 2020, there are a lot of Digital Marketing Strategies that you can apply to your business such as: Artificial Intelligence, Programmatic Advertising, Chatbots, Conversational Marketing, Personalization, etc.
Axiom, a brand strategy and marketing firm makes the case study of their Digital Strategy Marketing for Ringer Gloves. They successfully planned and executed the digital initiatives using HubSpot’s inbound marketing software. The results are outstanding. They are able to reach the highest number of e-commerce sales since site launch, website unique users surpassed industry benchmark by 62%, 4 Blog posts earned 1st result in Google for broad keywords, their landing pages surpassed industry benchmark for Cost per Contact by $41.24, their search engine marketing surpassed click through rate benchmark by 57%, they got 114% increase in clicks and 160% increase in engagement for their social media marketing.
Those examples should clue us in that Digital Strategy is very important to your business.
What did they do to achieve all of that? Here are a few of what we concluded in their case to achieve a successful digital strategy:
They do monthly blog posts that are essential for the digital strategy campaign. They do a lot of research first to figure out their audience pain points. Then they use content marketing to solve their challenges. Then, ultimately the blogs would lead audiences to landing pages, so they could maximize lead generation and also, lead conversion rates.
Content Marketing also used by other cases, Apollo Digital, for their client. They created and promoted content, which went epicly viral and brought in over $25K in revenue (and growing). You can check more of this case here.
Axiom analyzed web traffic every month. Their strategy included the targeted keywords with high search volume that they discovered through extensive keyword research that can improve blog and website SEO. Through this research, they succeeded in earning first result for 4 Blog Posts in Search Engine Results Pages (SERP) and ranked keywords increased from 119 to 227.
This strategy is now commonly used to increase traffic in websites. Basically, what you do is to increase your website traffic so people will know more about you.
Emil Shour, a SEO and Content Marketing Strategy at SnackNation, a healthy snack delivery service also does this trick. He increases their websites pageviews by 59.20%. This tactic drew high quality traffic and their revenue skyrocketed to $100K per month!
Emil was using Skyscraper Technique which means he targeted broader keywords that their audience often searched. When he put this tactic to use, poof! His post ranked first on Google Search's first page.
This will drive people or visitors to your e-commerce website. Axiom used some forms of paid advertising, starting from paid search and even to display ads. This results in surpassed click through rate by 57%, surpassed cost per click benchmark by 35%, 8.61% return of investment, and 47% reduction in cost-per-click.
Social media is the ruler of the word now. Using platforms like Facebook Ads, Google Ads, Twitter, Instagram, and even LinkedIn to share your advertisement is the way to go. With this strategy, Axiom earned 14.35% increase in followers, 345% increase in website visits, 14% increase in clicks, 160% increase in engagement, etc.
Email marketing will drive lead generation and sales. Axiom will send emails to key audiences with exclusive price decreases and promos, which will help boost sales. This could also be directed to audiences on blog content and trade show events. This strategy earned a surpassed email open rate industry benchmark by 12.15% and surpassed email click through rate (CTR) by 1.3%.
Don’t even forget Youtube! This hotshot platform can be utilized as an advertising platform. This strategy resulted in 88% increase of total views and 151% increase in Youtube watch time.
Meet your customers where they are
The development of the Internet of Things and smart products makes customers increasingly expect to be surrounded by responsive web portals and devices. Payment gateways are no longer connected to physical cash registers, even for offline shoppers, and geographic location and Bluetooth beacons enable continuous omni-channel contact.
You can use various media to launch your digital strategy. Take an example on Google Ads that has a big reach on a lot of applications and platforms. You can direct them to your selected platform to continue networking with your customer. You could direct them to eMail, Telegram, LINE, and even WhatsApp.
As a highest-user application, using WhatsApp will give you more opportunity on your Digital Marketing Strategy than any other applications. By inserting a direct link on your Google Ads, Facebook Ads, and any other platform, you can bring your customer to your communication of choice. Or, you could just use omnichannel to integrate multiple users for your WhatsApp Business.
OneTalk by TapTalk.io, one of the best omnichannel messaging platforms will boost your sales like none other using WhatsApp accounts. You can then optimize your very own Digital Strategy with OneTalk features to boost your sales and support. Remember, personalization of your marketing should be on your priority to develop a high-quality relationship with your customers.
Broadcast Message by OneTalk can helps you share your advertising content to your customer. This feature allows you to send messages to multiple recipients all at once. Your marketing strategy will be more interactive with this feature, sending them multimedia content such as photos, videos, and even pdf files.
Utilize the right platform! OneTalk is providing you with WhatsApp Business API services to support your line of communication with one of the biggest messaging platforms in the world. Use this to apply your Digital Marketing Strategy and increase your sales like never before.
Pada blog sebelumnya, kami sudah pernah membahas mengapa Customer Experience Management (CXM) lebih efektif dibandingkan dengan Customer Relationship Management (CRM). Sekarang, kami akan membahas lebih dalam mengenai CXM dan cara meningkatkannya.
Sebuah penelitian oleh PwC (PricewaterhouseCoopers) pada 2018 menunjukkan bahwa satu dari tiga pelanggan akan meninggalkan brand yang mereka sukai jika hanya mendapatkan perlakuan yang buruk. Pada saat yang sama, 54% responden mengatakan bahwa sangat penting bagi sebuah bisnis untuk meningkatkan layanan konsumen.
Selain itu, menurut penelitian Grup Temkin, 86% dari pelanggan yang menerima pengalaman yang sangat baik, kemungkinan besar akan membeli kembali dari perusahaan itu, dibandingkan dengan hanya 13% dari mereka yang memiliki pengalaman yang sangat buruk. Mereka juga menemukan bahwa mereka yang menerima pengalaman pelanggan yang sangat baik 11 kali lebih mungkin untuk merekomendasikan perusahaan daripada mereka yang memberikan pengalaman yang buruk. Jadi, meskipun layanan pelanggan secara konsisten terbukti penting bagi keberhasilan bisnis, pengembangannya tetap menjadi tantangan utama.
Sebelumnya kita pernah membahas tentang CCM juga. Pada blog ini kita akan lebih membahas transformasi CCM (Customer Care Management) menjadi CXM. Puncak dari transisi CCM ke CXM akan melihat pergeseran dari komunikasi yang konvensional menjadi komunikasi yang berpusat pada pelanggan berdasarkan kebutuhan, preferensi dan kenyamanan mereka.
Teknologi yang ketinggalan zaman merupakan tantangan utama dalam implementasi CXM yang prima dan lancar saat ini. Kontrol kualitas sangat penting, dan untuk menyenangkan pelanggan, agen layanan pelanggan membutuhkan bantuan teknis tercepat dan terbaru.
Memahami pengalaman pelanggan saat ini dan sebelumnya adalah awalan yang baik untuk membangun pengalaman pelanggan yang Anda ingin mereka dapatkan. Tentu saja, proses ini akan mencakup mempelajari perjalanan mereka dengan bisnis Anda, baik secara historis maupun saat ini.
Hal yang bisa Anda perhatikan adalah apa yang mereka suka? Apa yang mereka benci? Inspirasi apa yang dapat Anda ambil dari pengalaman baik dan buruk untuk menciptakan sesuatu yang baru?
Dalam hal ini, Anda dapat menggunakan teknologi seperti Omnichannel. Apa itu Omnichannel? Omnichannel adalah pendekatan terintegrasi untuk proses yang berpusat pada pelanggan di mana beberapa channel digabungkan menjadi satu sistem manajemen untuk meningkatkan kepuasan pelanggan dan experience pada pelanggan. Dapat dikatakan bahwa omnichannel adalah social messaging solution.
Melalui Omnichannel, Anda bisa berinteraksi dengan konsumen lebih mudah dan sesuai dengan keinginannya karena Anda mempunyai catatan sejarah tentangnya. Contohnya Omnichannel yang bisa Anda gunakan adalah OneTalk. OneTalk memiliki fitur yang memunkinkan Anda untuk memahami customer lebih jauh dengan mendapatkan rangkuman sejarah pengalaman mereka saat berbisnis dengan Anda.
Tim lintas fungsi adalah grup yang terdiri dari orang-orang dari berbagai area fungsional perusahaan, dalam hal ini mengenai customer experience (CX), pakar komunikasi, pemasar (marketers), copywriter, dan pemangku kepentingan lainnya yang memvisualisasikan perjalanan pelanggan, memahami di mana pengalaman dan komunikasi gagal serta memiliki kekuatan untuk memperbaikinya. Tim ini berfungsi untuk membantu sebuah bisnis membangun mentalitas yang berpusat pada pelanggan. Semua anggota akan bekerja sama untuk mengetahui kebutuhan klien dari perspektif yang sedikit berbeda, tetapi memiliki tujuan yang sama yaitu customer experience.
Dalam membuat tim, terdapat hal yang harus diperhatikan yaitu tetapkan tujuan dan ruang lingkup setiap anggota, kembangkan proses kolaborasi, bersiaplah untuk kepribadian yang berbeda dari setiap anggota, dan bersabarlah karena hal ini butuh waktu dan proses.
Penting bagi perusahaan Anda untuk selalu memperhatikan pelanggan. Untuk merancang pendekatan CX (customer experience) yang benar-benar berpusat pada pelanggan, Anda perlu tahu bagaimana cara Anda dalam memperlakukan pelanggan saat ini dan rencana Anda selanjutnya. Program CX dapat memberikan wawasan waktu nyata tentang apa yang dialami pelanggan dan bagaimana pengalaman tersebut memengaruhi keterlibatan mereka dengan brand.
Untuk menyampaikan secara konsisten pelayanan yang paling dihargai pelanggan, sangatlah penting untuk mendengarkan secara terus menerus. Meminta- melaporkan-feedback pelanggan dalam real time atau secara langsung di saat tertentu, hal ini akan membantu mengidentifikasi dan memprioritaskan hal-hal yang perlu ditingkatkan untuk mendapatkan customer experience yang baik. Karena pelanggan akan menceritakan kisah mereka, baik positif maupun negatif atau ketika Anda mendengarkan atau tidak.
Setelah itu, ambillah tindakan berdasarkan informasi yang Anda terima dari pelanggan. Jika ada pelanggan yang kurang puas dengan pelayanan Anda, tim Anda perlu menyelesaikan masalah tersebut dengan segera dan hal ini akan menjadi pembelajaran untuk meningkatkan kembali pelayanan Anda.
Gunakan software yang memungkinkan pelanggan Anda untuk memberikan rating. Contohnya dengan menggunakan Omnichannel oleh OneTalk. OneTalk memiliki fitur Customer Rating yang memungkinkan Customer Anda memberikan rating untuk agent Anda sehingga memudahkan Anda untuk mengukur tingkat kepuasan customer Anda.
Selain itu, Anda dapat menelusuri case pelanggan Anda untuk mengetahui bagaimana agent Anda menjawab mereka dan bagaimana permasalahan customer Anda diselesaikan melalui Customer Ongoing Case and History. Hal ini dapat dimanfaatkan untuk mengevaluasi kembali pelayananan yang Anda berikan kepada customer melalui agent Anda.
Jika Anda terus meningkatkan dan memperhatikan pelayanan untuk memberikan pengalaman yang terbaik bagi pelanggan, tentunya pelanggan Anda akan menjadi loyal customer.
Market turmoil has sparked fears of a recession caused by COVID-19. To gain insight into future paths, business leaders need to pay close attention to market signals across asset classes, but also look outside the market for recession and recovery patterns, as well as the history of epidemics and shocks.
The risk of COVID-19 is considered so aggressive across various asset classes that some people fear a recession in the global economy is an induced consequence. Triggering incidents will rapidly set off a chain reaction in an interlocked global economy.
The effect of this pandemic has caused many businesses to fail, for example: Travel industry, entertainment industry, stores. And, of course, these industries will consult in various chain reactions to other economic aspects of business.
Some organizations are much better than others at managing this level of uncertainty. Even some of them are successful. They find opportunities where others don't and support their organization so they can anticipate fluctuations early and return sooner. These companies enjoy what we call the "uncertainty advantage." With data, processes, commitment, and the right mindset, other people can build these advantages in their organizations too.
Businesses bounce back and strive even better than before, for example: F&B (online promos, ready to cook meals), in-store shops (online shops), and hospitality (staycation promos)
Almost all companies do multivariate models. Nearly all have protocols to reduce risk and anticipate exposure, and nearly all have business continuity plans to provide operational flexibility. However, the reality is that many organizations do not approach these aspects in the right way. They place a lot of emphasis on the short term and rely heavily on familiar patterns to the detriment of counter-intuitive.
As expectations keep changing, the priority for most leaders is to get through the next few months and quarters. Few companies have the courage to consider making a bolder directional correction or looking for a silver line in an economic downturn that could see their business achieve even greater long-term success.
Analysis by BCG found that there are three sources of uncertainty advantages which can construct your advantages in uncertainty. Those are:
To overcome disadvantages, companies just need to become better at detecting signals and more decisive in acting on them, and more proactive in building practices. Crisis shows a tendency for companies to step back. By detecting signals, imagining what the world will be like in 3 to 5 years, and what it will take to win the future, organizations are not in the practice of activating their workforce in dire situations and adjusting performance over the years.
This means you need to adapt to customer’s current behavior and retain customers by serving them better. For this, you can use OneTalk by TapTalk.io as an omnichannel messaging provider to provide them with world class customer service.
OneTalk can help you increase your support with one of other features, Mobile Agent, where your agent can handle customers even from their cell phones because OneTalk provides an app that can be accessed from your phone. The other feature is Broadcast Message and Start New Conversation. Broadcast message feature allows you to send messages to multiple recipients all at once. Your marketing strategy will be more interactive with this feature, sending them multimedia content such as photos, videos, and even pdf files. Meanwhile, Start New Conversation features allow you to do proactive chat and start a new case so your business can reach your customers first. With these and a lot of other features provided by OneTalk, you can easily construct your advantages in uncertainty.
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