How to build digital communications to improve customer experience

99% of modern business communication with customers has flowed into a virtual environment. This process has been driven by the corona crisis, which has forced companies to turn to digital communication channels as the main means of communication. 

We share techniques that will help build effective digital communication with customers and increase the profitability of the company.

Develop automated chat services

Now customers do not want to deal with sales consultants once again. Instead, companies are using voice responses and messaging.

They reduce the waiting time for users on the line and relieve contact center operators from processing typical questions. In this way the company:

1. Improve customer experience. 
2. Save budget due to staff optimization. 

However, if the chatbot cannot resolve the subscriber's issue, then after preliminary processing, the session should be transferred to a specialist or personal manager.

Monitor key performance indicators

KPI tracking allows:

• to identify problematic areas of business processes;
• to set the expected level of employee productivity and the efficiency of work operations;
• to select digital communication channels and carry out outgoing messaging through them. 

In general, KPI tracking is necessary for the proper alignment of digital communications.

Offer customers to evaluate the quality of service

Service quality feedback helps businesses learn what customers think of the service they provide and identify issues that may not be obvious due to the company's internal organization.

After evaluating the results of the feedback, the business can take measures to improve the quality of services, make changes to processes and staff training in order to avoid unpleasant situations in the future.

Implement omnichannel

Give the client the right to interact with you where it is convenient for him. This does not mean that you should implement all existing types of digital communications. 

The choice of communication channels depends on factors such as the scope of the company, target audience, financial capabilities, and others. However, a seamless omnichannel approach, even if it only covers two means of communication, will make your business more agile.

Using the tools on the Decision Telecom platform, you will be able to interact with customers through the most popular digital communication channels, including SMS, Viber, WhatsApp. 

If you are interested in such a solution, please call or start sending messages today by registering on the site.