Digital Transformation And Customer Experience stats in 2019
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Over 50% of customers expect a response from customer service in less than an hour, including weekends .
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33% of customers who entered into a relationship with a company last year did so because the experience was not personalized enough.
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90% of customers expect organizations to have an online customer service portal.
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53% of people will leave a mobile site if it takes more than 3 seconds to load.
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72% of customers expect organizations to know their procurement history regardless of the method of communication used, be it chat, phone or email.
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The main reason customers leave brands is because they feel unappreciated.
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80% of customers say they are more willing to do business with a company if it gives them a more personalized experience.
Source: Forbes Magazine
Yes, many numbers, but relevant. They show the real transformation that is happening in business today. There are two clear levels to look at: response time and service customization.
Response Time
Today customers expect us to be prompt. People no longer have patience, they have no time to waste and they want to know that their needs can be solved as soon as possible. Yes, today customers are able to buy a more expensive product from the competition if it is delivered faster. Yes, today customers can tell friends that a company has given them a bad customer service experience because they have not been answered in a message, phone or email in less than an hour.
In short, from now on it doesn't work like that. Companies need to be prompt, and in order to be prompt, they need to have the resources invested in a sufficiently large customer service force, and they need to have well-developed processes.
Here you can see exactly the role of content management solutions. They can automate most processes that do not require inter-human interaction, which means that paid people can manage customer problems and focus on managing them, not filling out forms, searching for data about them, and transporting maps. With this automation, content services platforms can simplify processes and structure them so that they are clear and therefore effective. They make all the information about the client available to the agent so that he can respond quickly to the clients' requirements.
If you do not know how to speed up services and reduce customer response times, you should not look beyond a complete and simple content services solution. If you don't believe us, look at the numbers.
Custom Services
We are much more self-centered than we were a few years ago. Today, we expect to be the number 1, 2 and 3 priority of the companies we work with. Clients do not want to feel that they are interacting with an institution that has complex processes, bureaucracy and so on, but they want to believe that the organization is like a friend who knows him and is available to him. They no longer respond positively to ads that are not targeted to their needs, and will always choose the company that anticipates their needs because they understand them. All because today we have so many things we can do, learn, read, watch, that we no longer want to waste our time repeating our personal data, shopping history or studying the market in search of a new supplier.
How do we solve this problem? Correct, through a content services platform. It can centralize all customer data and, if properly configured, provide crucial and intelligent ideas about the customer's potential needs. Such a platform can notify the organization's staff when a certain service has expired, or it can automatically send an SMS or email to the client (depending on his preferences, known by the system), in which to offer him the opportunity to renew the contract. Such a platform allows any employee to know in a few seconds everything there is to know about the customer with whom he interacts. The outcome? The client feels appreciated, feels that his needs are anticipated and then continues to stay with the organization that takes care of him.
Obviously, the helpfulness of the employees and the brand culture are necessary elements to provide a truly memorable experience. A good content services platform is just as necessary.
After all, we are talking about minutes and seconds, not hours and days, and only IT can satisfy these units of measurement.