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 to get customers to be interested in your products and/or services? The first thing that must be done is to introduce the product and service. Through marketing and sales campaign, the customer will know the definition and characteristics of the product and service offered. This will bring up the customer’s awareness to use the product and/or the service. The awareness of using the product and service will turn to a part of fulfilling customer’s needs. Below are some tips to create an effective and right on target sales campaign for your product. What are those?
You can design a challenge or creative contest that is related to your product. Creative challenges can have a snowball effect since people will talk about your product and/or service. You have to create content that can assure them to join the contest. The audience can respond to your creative challenge quickly and increase the traffic of your content.
You can create content that tells an emotional story. This is proven to be more effective in catching the audience’s attention. Your content must each have unique hidden messages to reach different types of customers. Your content must also be very convincing and authentic. Creating the emotional storytelling content has its own challenge. You can tell a sad story and at the same time link the story to your product.
You have to create a fresh and fun content to increase the chance of your audience to about your product. The benefit of this fresh and fun content is that not only its authenticity, but also gives you more power in addressing the message than in the form of a traditional press release.
The challenge is to make sure that the discussion about your product does not collide with the first launch. One of the brilliant examples of this case is a sponsored published campaign done by Samsung Tab A in Indonesia. The brand sponsors linked articles through 4 steps period; pre-launch, launch, tech review, and sustenance – through 13 lifestyle publishers and tech news sites. Creating a fresh and fun content will make your products easier to be recognized by the customer and easier to be a conversation material. Use the above methods if you want to launch new products.
To create great marketing and sales campaign in the digital era, we will need a Social Media Solution. The messages in the social media is recognized as a successful funnel to introduce a product and service to the customers.
One of the marketing campaigns that can be done by businesses is ads. Putting ads to the browser is proven to be effective to introduce the product and service. The information that appears in the browser will attract people’s curiosity. The curiosity may convert one’s mind to transactions. Or, it is possible that the ads are about the product or service that is needed by the one who sees it. Thus, the marketing campaign through ads can lead to selling transaction. Besides the ads, some marketing campaigns that can be done are conference calls and demonstrations of the product and service. It is also possible to do the marketing campaign with other interactive methods such as giveaway and etcetera. As for the sales campaign, the businesses could use the special rate or free trial method. The special rate can be applied with special terms and conditions in a certain period of time. The free trial or trial of use without paying can be offered in a certain period of time with limited facilities. The customers’ experiences in using the products and services may affect their mind. Besides resulting in transaction, the excellence of the product and service can make those customers as loyal customers.
The sales and marketing strategy can be done with one or more channels on social media. This will direct someone and turn him to a customer effectively. Moreover for the reactive customer that is easily affected by the surrounding people and things. Most of the sales campaigns are done in a limited period. This is designed to reach certain goals for both transaction agents. The seller and potential buyer can be motivated to move fast to the selling transaction. This sales and marketing strategy will expand the network in no time.
A platform that can be used as a marketing and sales campaign tool is here to help businesses. This sales and marketing platform can contact and help customers from various channels through a single dashboard. Besides that, this platform allows you to keep the customers’ data and convert it to business insights. All this is available because of the User Info & Disposition feature in OneTalk omnichannel platform. OneTalk as a social messaging solution will do the task to facilitate the selling transaction for the prospective customer as well as the business owner. The customers do not need to rewrite the information that has been given, because the user login info are automatically saved. This will make the customer’s data to not be overlapped or doubled in the system. The saved data will make the businesses to pay attention to the customer faster. To get to know more about OneTalk, the businesses can type OneTalk omnichannel by TapTalk.io in their browsers.
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.
Krisis pandemi dunia oleh serangan virus Covid-19 mengguncang sendi-sendi kehidupan manusia, khususnya Indonesia. Dampak signifikan terlihat salah satunya pada dunia bisnis dan komunikasi. Untuk beradaptasi dengan upaya pencegahan dan penanggulangan paparan virus Covid-19, cara berkomunikasi manusia bergeser dengan terkonsentrasi melalui online. Pergeseran ini kemudian diikuti oleh penyesuaian di segala bidang, termasuk di dalamnya dunia bisnis.
Karena demikian sebuah teamwork akan menjadi penentu sukses atau tidaknya bisnis Anda di masa pandemi ini. Kerja sama tim yang baik dan bersinergi sangat diperlukan dalam menjalankan tugas dan tanggung jawab. Kerjasama tim yang baik akan membuat tujuan perusahaan lebih mudah tercapai dengan lebih efektif dan efisien. Apa saja yang perlu Anda perhatikan dalam membangun sebuah teamwork?
Kunci utama dalam sebuah teamwork adalah memenuhi dan memahami kebutuhan dasar dari tim. Sebagai seorang pemimpin Anda harus mengkomunikasikan apa tujuan jangka pendek, jangka menengah dan jangka panjang dari tim Anda. Seluruh angggota harus memahami dan berkomitmen memenuhi goal tersebut.
Landasan utama dalam membangun sebuah hubungan antara sesama anggota adalah trust. Rasa saling percaya antara anggota dapat menumbuhkan komitmen untuk bekerja dalam tim. Hal ini akan menciptakan suasana yang kondusif dan nyaman sehingga setiap anggota dapat fokus terhadap tujuan utama.
Budaya partnership dibangun dengan perasaan bahwa setiap anggota adalah partner, bukan musuh ataupun orang lain. Dengan memiliki perasaan bahwa semua anggota adalah partner maka akan terasa nyaman dan dapat melakukan kerja sama dengan baik. Hal ini juga akan menghasilkan kinerja yang maksimal dan sesuai dengan tujuan utama dibangunnya tim tersebut.
Dalam sebuah teamwork bertukar pikiran dan berbagi pendapat ketika terdapat masalah adalah sebuah hal yang wajar. Keterbukaan akan mampu menyelesaikan masalah dengan tepat ketika terjadi krisis yang harus dihadapi. Setiap anggota harus sering melakukan sharing mengenai pandangan mereka untuk kemajuan tim di masa depan agar dapat mencapai tujuan bersama lebih cepat.
Untuk melakukan teamwork yang baik Anda bisa memanfaatkan teknologi dan aplikasi yang dapat membantu perusahaan. Contohnya penggunaan WhatsApp sebagai layanan chat antar personal berkembang dengan menjadi chat untuk urusan bisnis atau multiple users WhatsApp Business. Hal ini terjadi juga dengan layanan chat messenger lain untuk kolaborasi mendukung kegiatan bisnis. Kolaborasi tersebut dapat didesentralisasikan dengan satu fitur seperti pengaplikasian fitur OneTalk All-in-One Inbox pada platform pendukung sales dan marketing.
Kemudahan penggunaan aplikasi ini WhatsApp sebagai aplikasi bisnis mendorong pengguna sebagai customer dengan cepat melontarkan pertanyaan-pertanyaan berkaitan dengan produk yang dibutuhkan. Hal ini akan mengerucut menjadi sebuah diskusi tentang informasi yang dibutuhkan. Sebagai pelaku bisnis tentu butuh waktu yang lama untuk merespon case detail semacam ini. Dengan platform pendukung sales dan marketing, waktu respon dapat diperpendek dengan fitur OneTalk Take Over Case. Fitur ini akan melimpahkan customer yang bermasalah dengan case detail produk maupun user info kepada agen pada pelaku pengusaha yang dapat menangani masalah customer dengan lebih baik. Dengan ini baik customer dan pelaku bisnis dapat melakukan diskusi real time. Keduanya juga dapat mengakses informasi secara langsung sehingga jawaban dapat diperoleh dengan cepat. Dunia bisnis mengoptimalkan penggunaan tools dan teknologi untuk memaksimalkan kualitas customer service.
Fitur OneTalk Take Over Case dapat meningkatkan kualitas informasi yang diberikan kepada customer. Fitur akan otomatis mengklasifikasikan case detail dari customer dan melimpahkan segera kepada para agen yang ahli dibidangnya. Para agen ahli pada sisi pelaku usaha yang telah dipersiapkan untuk menangani case detail, dengan cepat akan mengirimkan feedback terbaik dari case detail dari customer. Dengan demikian customer akan merasa puas karena mendapatkan informasi langsung dari ahlinya. Kepuasan customer ini akan menjadi pengalaman menyenangkan dan mengendap dalam ingatan. Customer yang bahagia dengan pengalaman bertransaksi yang dilakukan akan menceritakan hal yang menyenangkan ini pada orang-orang di sekitarnya. Dengan begitu, makin banyak orang yang tahu dan mengenal produk dan jasa dari pelaku usaha. Penyebaran informasi dari mulut ke mulut ini akan menjadi pendukung sales dan marketing pelaku bisnis. Sebagaimana metode testimoni ini menjadi metode konvensional terbaik untuk penyebaran informasi. Pelaku bisnis mendapatkan keuntungan ganda dari fitur OneTalk Take Over Case. Fitur ini membuat pelaku usaha memiliki teamwork yang sukses dan efektif.
Keuntungan ganda pelaku bisnis sebagai multiple user Whatsapp business dengan kolaborasi dengan fitur-fitur terbaik sebagai manajemen agen dapat dilakukan dengan mengunjungi OneTalk by TapTalk.io. One Talk merupakan satu platform sales, marketing and support yang akan membawa penjualan menuju titik puncak. OneTalk akan bertindak sebagai customer service sekaligus manajemen agen yang handal dan standby selama 24 jam. Hal ini akan mendukung keuangan pelaku usaha dengan menghemat post pembelanjaan untuk sumber daya manusia. Tugas yang biasa dibebankan pada customer service, IT dan manajemen dapat dilakukan sekaligus dengan sebuah platform dengan fitur-fitur mumpuni. Platform ini juga membebaskan pelaku usaha dari batasan tempat dan waktu.
(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!
Whether you have started your business years ago or just started to build a new one, you will always have the need to find a new way of making your audience. Fret not, in the new era of modern communication, social messaging platforms have become recent hits. So much that even more than one social messaging platform has managed to steal the top rank in the number of active users.
This, however, has been an excellent opportunity for any business to grow audiences, including yours. Therefore, an updated marketing strategy must be done immediately. So, if you want to effectively promote your business, you have to learn to ride this new wave. As a result, you might find your business grows bigger in indeed no time.
Nevertheless, finding the ideal way to market your brand using these platforms can be tricky. Thus, you need to properly learn about using social messaging platforms for businesses. Here are some quick starters to give you ideas on how to actually implement strategic content marketing in social messaging apps for your business.
Social Messaging Platforms 101
Just when the world has reached the year of 2020, mankind has found a new way to explore it. More than 3,4 billion people are now actively using social media messaging platforms as the primary means to connect with the world. Do you know how much the number means? It is roughly 3 times the population of the crowdest country in the world, China.
But what is a social messaging platform, really? It is basically an application on your mobile phone that instantly connects you with the world. For as we know, the world we live in today has taken many forms. We have reached the point where cutting a distance between people, country, even continent, is possible. Social messaging platforms are built to support the idea the whole time. Nowadays, you can send selfies as well as upload data to anywhere in the world just by one single tap. All you have to do is install apps such as WhatsApp, Facebook Messenger, and TapTalk to your mobile phone.
Starting to promote your business
After you have learned the basics of social messaging platforms, you can begin to think about how to implement your customer service on one of those. Many companies have started to build their community on every social media platform. But now, you started to wonder if it works well or even cost-effective. However, there are several steps you can apply as a simple guideline. Here are some of them:
1. Create the appropriate content
Creating the right content means you have to understand your brand and your platform. For example, when you choose to develop a B2B community on social media messaging app, your content must take the necessary formal voice. However, when your buyer persona is a housewife looking for in-home services, you might find casual content more appropriate. Content is the secret spice of your brand’s popularity. Remember to regularly update your content for maximum results.
2. Develop your own community
Building a community should be the aim of any brand. The best way to do this is, of course, by creating and managing your own account on Omnichannel messaging platform. By doing this consistently, you would gain excellent brand awareness to unlock more buyers.
3. Choose the right platform
Determining the best platform for your business equals the key to success. Right here, research is the answer to all your questions. You can take one of OneTalk, as the first sample. As one of the leading Omnichannel messaging platform, this channel is perfect for any business. Especially, when you want to connect to customers in the fastest manner. By using OneTalk, you can combine all the channels into one inbox so you can effectively communicate with your customers through only one tool. As a result, you will get in touch with your customer faster. This will lead to more sales and revenues for your business.
To learn more about OneTalk Omnichannel platform, visit our website TapTalk.io or contact us via email sales@taptalk.io.
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.
Reach us by phone at (021) 27939266
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