Where two years ago you were satisfied with a waiting time of an hour, fast processing is now an indispensable part of the purchasing process. In 2020, don't you want to be at the forefront with perfect customer service? This is how you make the difference.
Tip 1: Ordered today, delivered straight to your home
Two years ago you could not imagine ordering a package in the morning and having it delivered to your home by the postman at 9 o'clock in the evening. Nowadays, these evening deliveries have become an indispensable part of our lives.
Receive a package as quickly as possible , answer your question as quickly as possible and have a repair carried out as quickly as possible without having to leave your home. We see that speed will continue to become a greater demand from customers in the coming years. This is not only the speed of online purchasing, but also the response times when interacting with customer service. You have a problem and you have to wait ten minutes for an answer, you don't want that anymore, do you?
Tip 2: Convenience serves people
You saw a really nice game or that one dress that you really wanted to wear tonight. Of course you absolutely don't feel like taking the car to the city. Then just online. One site has a delivery time of one day, while the other site has a delivery time of two hours. And that for the same price. What do you choose? Exactly, and that is why it is so important to give the customer the convenience in the world.
Tip 3: Chat with a virtual person
Chatbots are becoming increasingly important. They can respond quickly to your customers and answer frequently asked questions. However, there are still different opinions about this form of communication, according to a survey among 666 Dutch people by Hubspot. Consumers trust people more than chatbots. However, young consumers enjoy interacting with a chatbot, with 80 percent saying speed is the most important factor.
Tip 4: Transparency
Consumers know more and more about your organization due to the advent of Social Media and reviews on the internet from other consumers. Nothing is secret anymore. This makes it important to keep the customer experience optimal. Customers share everything with the outside world. All reviews immediately provide a glimpse behind the scenes of your organization. Make sure you always handle complaints quickly and correctly, then you will get even more loyal customers.
Tip 5: Content marketing
With content marketing, the idea is that you understand exactly what your target group is looking for. You respond to this need by giving them a helping hand with relevant information about the product or service and its eventual purchase. Combining online and offline resources is a must. In addition, the goal of content marketing is to attract customers and ultimately bind them to your organization.
Tip 6: Personalization
In the coming years, more and more organizations will invest in the use of technology that allows them to organize their customer data more intelligently. Everything is personalized down to the last detail. The messages per person become more targeted, the relevance, the time and the channel where people are located are taken into account. In the sales industry, more attention is paid to personalized products. Technology can help to make interaction with the customer as optimal as possible.
Tip 7: Mobile is indispensable
Although this has been indispensable for a number of years, it is becoming increasingly important every year. We call less and less, but pay, keep in touch via WhatsApp, shop, travel, stream and use the internet more than ever with our mobile friend. This makes it extremely important for organizations to include this in their strategy.
Belco helps you use your customer service super efficiently. All tools in one software package, so you are prepared for 2020!
