One of the biggest things we have seen change as a result of digital technologies and the world of doing business is the customer experience. After all, the aim of the game is to make money which requires a client base of regular clients as well as the potential of reaching out to new clients and reaching an even wider market.
The question that then presents itself is how do you achieve this in a digital world with minimal face to face interactions? It’s a simple matter of using the new platforms at our disposal to effectively communicate with our audience.
eCommerce has also begun to boom, with online shopping becoming a standard for many. It also means that customers can place their orders at any time of the day from any location. This also means that should they need assistance or have queries, that there’s a system in place to ensure that they are heard and given the relevant feedback.
So, having said all of this, what are the tech trends that we’re already seeing and what can we expect to see in the next few months.
Mobile is the new normal
Our phones can do so much, something that has been reaffirmed in the last year. Our customers are using their phones to communicate with us, which means that these platforms need to be mobile friendly and properly monitored.
The last thing any business needs is a customer trying to place an order, not being able to do so, not being able to get assistance and going on a social media rampage. To prevent this, businesses need to determine what platforms their customers are using and find ways of reaching them on these platforms.
Another aspect of our lives that has gone digital and lives in our phones is our money, and you’ll see this in action when you check this site. Internet banking is quick and convenient, Apply Pay has made paying instore a breeze and applications such as Snap Scan all allow for money to be transferred almost instantly without needing to exchange money or swipe a card. Ensuring that businesses can utilise these payment methods are important, as difficult payment methods can result in customers losing interest in the final moments of the purchase process.
Messaging systems need to be implemented
It should come as no surprise that messaging systems have become increasingly popular. So much so that 1.6 billion messages were sent in the first six months of 2020. For brands to successfully communicate with their audience, these messages need to be interactive and eye-catching. Artificial intelligence also comes into play here, where chatbots can respond to customer concerns in real-time to ensure that there is no delay in sharing information.
With so many people choosing to limit time in public spaces, it is important to find ways to continue reaching out to customers and potential customers. We need to engage with them, build relationships with them and ensure that by investing in our products, they are investing in quality.