Digital transformation is inspiring and influencing businesses worldwide to evolve their business models and adapt to the digital transformation journey for an improved customer experience. The process of digitization has disrupted many industries, paving the way for new ways of doing things — far more efficient and effective than the existing processes.
Digital transformation is a universal strategy of businesses to improve the effectiveness of their operations, enhance customer experience, and expand market segments by providing instantaneous services.
What is Digital Transformation?
Digital transformation is the integration of digital technology into all areas of a business, resulting in fundamental changes in how a business operates and the value it delivers to its customers. It is a fast-evolving phenomenon, with one challenge morphing into another.
Digital transformation touches every part of an organization and its supply chain. It brings huge benefits to employee productivity, by providing a platform upon which teams can work together effectively.
The trend toward rapid technological change means that businesses risk falling behind if they don’t transform their operations.
Digital Transformation and Customer Experience
Digital transformation is an essential factor for your business that plays a vital role in providing an optimized customer experience. Innovation and improvement in customer experience is an important element that paves the path for the growth and success of a business.
It provides data-driven insights that help you to understand customers’ perceptions about their products and services, capture trust and build a relationship with them. It is also important at times for businesses to deliver added value for customers by offering new products or solutions etc.
Challenges of a Digital Customer Experience
Delivering an awe-inspiring customer experience remains imperative for businesses to survive in times of digital transformation.
When we think about the new age of digital consumers, we must remember that their expectations have gone up drastically when it comes to the customer service experience: they expect a fair deal and great value from an online vendor and expect to have their needs or problems dealt with in a timely manner.
So if you do not transform your business operations digitally, you might lose your potential customers to your competitors.
Here are a few key challenges that every business faces in delivering a delightful customer experience:
1. Conversational and community issues
Listening to customers is an essential part of the winning strategy. The use of social media makes it easier to listen to what they are saying. These spontaneous and natural conversations provide a wealth of information and are a genuine gold mine to get to know your customers better. These conversations can also become a source of inspiration for your brand.
2. Data confidentiality
Your business is responsible for protecting all types of personal information, as well as its impact on your customers. Before collecting personal data from customers, businesses must ensure that it is accurate and appropriate, while also meeting all legal retention and turnover requirements. In order to comply, you will need to be able to demonstrate how you are planning to protect the data collected, manage who has access to it, and respond in a transparent manner when required.
Digital Transformation Trends for Improved Customer Experience
Building customer trust and loyalty is an ongoing effort. While it’s hard to predict how a single transaction will turn out, you can build long-term relationships with customers who feel connected to your brand and recognize the value of your offerings.
Below are a few of the current digital trends that are helping businesses to enhance their customer experience.
1. Personalization in customer experience
Today’s customers feel more connected to your brand if they receive tailored experiences from your support team. Also, personalized solutions leave your customers with a sense of satisfaction. Therefore, every business nowadays is looking forward to providing personalization in customer experience.
Providing a personalized experience to customers while resolving their queries will make them feel special and reduce the churn rate.
Therefore, curating a personalized customer experience helps in improving your customer satisfaction rate and leads to higher customer retention as well.
2. Leveraging automation
Digital advancements have continued to transform customer service interactions.
Currently, 85% of all customer interactions are handled without human assistance as per Gartner Customer 360 Summit.
Leveraging automation in your customer service processes allows your agents to attend to service requests quickly and also routes them to the right agent for immediate resolution of the ticket.
Furthermore, it helps to collect all your customer information at a central point to provide a holistic view of customers, so that your agents can access real-time customer data while resolving a complex query.
3. Providing omnichannel support
More than 80% of customers nowadays are using social media platforms to engage with brands.
Present-day customers are increasingly reaching out to businesses through various social media channels like Facebook and Instagram in addition to channels like chat or email.
With proper social media channel integration, your customer support agents can easily view, monitor, and manage customer interactions and queries right from the unified help desk interface.
4. Live chat service
Live chat is an important aspect of digital transformation in customer service that helps agents to chat with multiple customers at a time, and store all customer-related data for future reference.
As per a report published by Forrester, more than 30% of customers expect a live chat option on your business website.
Live chat allows your customer service agents to have a high-quality conversation while they provide expert service. They can add information easily, and focus on helping customers in real-time rather than being tied up on the phone or answering emails.
5. Self-serve portals
Supporting your customers both during and after hours will help make them feel valued, important, and connected to your business. Implementing a self-serve portal can do a lot to reduce support tickets, reduce wait times and make your customers feel they are being taken care of quickly.
You can set up self-serve portals in the form of FAQs, community forums, chatbots, and product videos. With up-to-date and accurate information, you can assist your customers 24/7.
Benefits of Digital Transformation
If done right, digital transformation gives immense advantages. Here are some of the key benefits for businesses that succeed in digitizing their customer touch points:
- Maintaining customer loyalty is a significant challenge for brands, especially in today’s digital world. By digitizing the customer journey, a brand earns the trust and loyalty of customers. Loyal customers are excellent ambassadors for your brand, helping you win more admirers.
- Going digital can help your business track the most critical metrics hence optimizing strategies for better results. It allows you to be on the bleeding edge of business trends and avoid wasting time maintaining musty records.
- Digital transformation brings together technology and people to drive your business forward. It eliminates existing silos so your employees can be more responsive to customer needs, providing a better customer experience at every step of their journey.
- It allows you to understand your customer segments and provide services that are tailored to each segment. Adapting the digital strategy then enables your business to stay up-to-date with the latest changes in technology, along with maximizing your organization’s potential for growth.
Experience Digital Transformation with Kapture
The benefits of digital transformation are well-documented, but the key to its success is ensuring that it aligns with the long-term priorities of your business.
Kapture provides a customer support automation solution so that you can easily deliver digitized customer experiences. Get in touch with our product squad at Kapture and know more about our service automation platform that can transform your customer service processes.
About the Author
|Shivika is a Content Writer at Kapture CRM, who enjoys using her creative skills to contribute to the exciting technological advances. She is passionate about cultural artifacts and culinary art.|