Top 4 CX Trends Executives Are Excited About And 7 Advantages Of An Omnichannel Presence

Do you know the difference between people’s experience and Customer Experience (CX)? Both are literally the same but for people, when you provide good services and focus on building long-lasting relationships, they become happier and choose to stick with your brand for ages. New customers also display the same behaviour but one small mistake can send them away and they start to hunt your competitors.

However, there’s so many things to be optimistic about in the CX space. Some might feel shy with rising customer expectations, added channels and platforms with a growing desire for highly personalised over-the-top experiences. Other biz organisations are taking these new standards in stride and working to deliver CX excellence at every touchpoint.

Now, more contact center leaders are sharing their goals for the future of Customer Experiences and in this newest article, we highlight for you the key trends that help companies differentiate themselves in the highly competitive CX environment.

Here are the new, top 4 trends CX leaders are focused on in 2022:

1. Creating Exceptional Experiences In New Tech-Driven Environments
We are in the new digital evolution era. Few years ago, customers may have been scared by the idea of using digital to receive meaningful support, but today, customers are choosing self-service mechanisms to streamline their experience and receive convenient and accessible care. Tech-focused brands are going a step further and outlining a new frontier of experiences for digital and beyond. For outlining and creating new experiences, diversity and inclusion have become the essential core. We emphasise values of immediacy and personalization, setting a standard of exceptional CX.

2. Cultivating genuine engagement with influencer marketing and customer-centric values.
Influencer marketing is nothing new- we’ve become accustomed to seeing celebrities endorse products and share recommendations on their Instagram feeds but there has been a decline in genuine engagement on the platform. The elements of relatability and intimacy have seemingly diminished as social media becomes saturated with sponsored content.

3. Reestablishing a baseline of excellence in CX.
Customer needs will continue to change and organisations ,just be at the forefront if they want to remain competitive. Companies shall work to provide memorable experiences that actively exceed expectations. With a strong focus on meaningful personalization, strong feedback mechanisms and a goal of continuous improvement, organisations can truly create the CX your customers desire. Be passionate about engaging employees, creating opportunities for open communication and supporting his team with empathy and individualised training.

4. Strengthening customer relationships for better service experiences.
However, you can still choose to experience personalised and even more engagement with your customers. Here’s an interesting fact from Google’s Omnichannel Reality Report: Buyers who frequently shop from multiple channels have 30% better customer value compared to others.

Evolve further in the biz space. Explore our new checklist on the 7 advantages of an omnichannel presence that simultaneously change the way you do business and for your continuous biz growth, aligning you with the latest trends.

1. To boost sales.
2. Improve customer segmentation.
3. Make way for personalised shopping.
4. Achieve visibility for your business operations.
5. To increase inventory turnover.
6. Improve market share.
7. Offers a 360-degree view of all the purchases from all of your active platforms.

 
And as you start implementing it, you will realise it improves your conversion rates, customer satisfaction and positively impacts your operations. This further translates to better ROI and new revenue streams. Many brands, therefore, abide by its advantages and view omnichannel as a strategic and structured retail concept.

The omnichannel strategy offers a 360-degree view of all the purchases from all your active platforms. At first glance, it might be difficult to deploy but it should be simple enough after it’s put in action.

Make your business dreams come true. Adopt the channels your customers love and to deploy to your workplace. Create better, smarter CX. Reach customers whenever and wherever they’re. Learn how you too can enrich your workplace with Accordia Omni.

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Source: https://www.customercontactweekdigital.com/customer-experience/articles/4-trends-cx-executives-are-excited-about-in-2022

The Top 10 Incredible Benefits Of Using Cloud Storage

Cloud storage is very convenient and efficient to store data online. While there are many storage providers on the internet and because the area is becoming huge now, every big tech company is seizing the opportunity to own a separate storage facility which helps to generate a significant margin of revenue from the users. The user, rather than saving data at local storage or hard disk, stores data somewhere at a remote location, cloud storage accessible while using internet service. There are many cloud storage service providers that sell storage services for different ranges.

Cloud storage has its advantages and disadvantages. Here in this article, we list for you the ten benefits of using a cloud storage service and also the important disadvantages of using cloud storage services.

The Top 10 Incredible Benefits Of Using Cloud Storage

 
The Art Of Getting Personalisation Right

Cloud storage saves your data across redundant servers, so even if one of the data centers gets collapsed, your data will be managed by the other data centers, which makes your data safe and supervised. If all the data centers of the storage provider get collapsed or are destroyed, then only your data could be lost, and this is an entirely impossible phenomenon because a cloud storage service is formed of thousands of data centers.

Some of the cloud storage vendors keep the copies of your data at the different data centers, so even if the data gets lost or corrupted at the server, the backup must be there. Any business can use cloud storage as a data backup storage, so if there is a data loss, the company can retrieve backup data from the cloud.

 
Disadvantages of using cloud storage

1. Drag and drop
By using the drag and drop option, you may move original data from one location to another and might risk the chances of losing it. So, ensure using the copy and paste method instead.

2. Internet dependency
Without the internet, you cannot access your data while downloading the file from cloud storage. If there is an internet failure, it might corrupt the data which you were downloading.

3. Data security and privacy
Many cloud storage vendors lack data security and privacy fields, and there are many cases where the data from the cloud storage gets leaked.

4. Expensive cloud storages
Cloud storage is specially designed for business purposes and most of these services are expensive. If there is a less expensive plan, you might have to compromise with some of the features.

 
Conclusion

For the past few years, cloud services have become trending and popular in the software industry – and now every big tech company has its cloud service. No matter whether it’s a small or big business, everyone needs cloud service to store data as it’s the next power weapon. A lot of investment is made into the cloud industry by the big tech as it holds the potential to change the complete structure of storage and communication.

Today’s biz space is encouraging many contact centers like yours to be fast and flexible. Keeping this in mind, we have built for you a cloud contact center solution for flexibility and adaptability plus that’s very easy to deploy and use.

The cloud we offer empowers you to digitally transform your business by speeding up omnichannel customer service, providing options to your loyal customers either self-service or through digital channels and creating the personalized CX your customers crave for.

The intriguing part is that your cloud contact center adapts to match your needs, helping you run a smarter business. Discover a whole new world for smarter CX and anywhere, anytime omnichannel customer service. More than just connected. Just go cloud.

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Source: https://cloudacademy.com/blog/10-benefits-of-using-cloud-storage/

Top 6 Greatest Benefits Of CRM Platforms

The CRM software is a treasure for many businesses and it’s difficult to imagine a world without it as it provides a wealth of benefits for your small business, from customer retention to increased productivity.

After all, your brand’s ultimate aim is to serve your customers constantly and make them happy. That’s why you need a chatbot with options to choose from when they conduct a query. Personalisation matters more than ever before, now!

Even with personalisation taking even more right or wrong turns now, the businesses are becoming good at demonstrating customer intimacy to win their customers’ hearts and what about you? The faster you get customers, the bigger the revenues gained. Digital behaviours are also surging. Let’s discover why personalisation empowers your customers.

What does the CRM simplify for you?
 

 
CRM stands for “Customer Relationship Management” and the platform is one of the world’s fastest-growing industries, expected to grow at a rate of 14% between 2021 and 2027. It’s a centralised and organised hub which enables consistent communication both with customers and within the organisation. Especially important as more organisations shift to remote work.

Most of the time, CRM platforms help businesses manage, track and organize their relationships with customers plus storing customer data such as purchase records, user behaviours, how long a customer has been with your business and notes on sales interactions. It also helps target different people, set scores and alerts based on lead’s activity, proactively work with contacts and maintain customer-employee relationships. The CRM system is good at ensuring customer-facing teams are empowered with the right data to create brilliant Customer Experiences (CX).

Here’s a checklist for you to uncover further the top 6 great benefits of CRM platforms.

Top 6 Great Benefits Of CRM Platforms

1. Trustworthy reporting.

2. Dashboards that visually showcase data.

3. Improved messaging with automation.

4. Proactive service.

5. Efficiency enhanced by automation.

6. Simplified collaboration.

 
Data is essential for your business growth and it’s available from a number of resources : social media, Google Analytics, business software, apps and CRM technology. It becomes needed when it’s sorted, cleaned, analysed and made actionable. An advantage that CRM possesses over other CRM systems is that you can see who interacts with your company and how.

You can run through the reports with metrics and categorise the consumers in your CRM portal as being in one of three different stages in the sales funnel: leads, opportunities or sales. CRM systems are best at telling you which ad a lead came from, showing you exactly what a person clicks when you send them an email marketing message, how many times they open an email and how often they have conversations with your sales team, what they need when they contact your customer support and more.

Most of your team can gather insightful data and work together to provide exceptional customer service day or night to their customers. Data organised and presented by a CRM platform leads to better understanding of customers.

Learn the easier way to more efficient and smarter customer service. Collaborate easily with your teams and reduce friction. Of all the benefits of CRM software, using data and technology to empower a more efficient company is one of the biggest. Help customers experience better service and serve them more effectively with our comprehensive contact center solution.

Accordia Cloud Contact Center cloud contact center integrates with major CRM partners, such as Freshdesk, Zendesk, Zoho CRM , Salesforce and more to help build greater customer journey experiences like never before!

Discover some snippets of Accordia telephony software integration with CRM partners here.

 
And find further info on how the cloud contact center can help you run better business and create smarter CX.

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Source: https://www.salesforce.com/ap/resources/articles/benefits-of-crm/?d=mm1-btn-6bencrm

8 Awesome Facts That Reveal The Power Of Personalisation And 6 Ways On How To Accelerate Personalisation

Personalised customer conversations are never that hard. A dissatisfied customer would never leave your website if they had received help when needed the most. A little greeting would do the trick. “Hello, how can I help you?” or “Click on the options below and we will help you.”

After all, your brand’s ultimate aim is to serve your customers constantly and make them happy. That’s why you need a chatbot with options to choose from when they conduct a query. Personalisation matters more than ever before, now!

Even with personalisation taking even more right or wrong turns now, the businesses are becoming good at demonstrating customer intimacy to win their customers’ hearts and what about you? The faster you get customers, the bigger the revenues gained. Digital behaviours are also surging. Let’s discover why personalisation empowers your customers.

8 Awesome Facts That Reveal The Power Of Personalisation
 
1. Personalisation is not only a crucial capability, it’s one that punches above its weight whether your company works on a digitalized approach or a behind-the-scenes producer or supplier.

2. Customers are demanding it and they not just want personalisation. With store and product loyalty more elusive, getting it right matters. Roughly 75 percent of consumers tried a new shopping behaviour in the last 18 months and more than 80 percent of those intend to continue with new behaviours.

3. Businesses that excel at personalisation generate 40 percent more revenue from those activities than average players. Players who are leaders in personalisation achieve outcomes by tailoring offerings and outreach to the right individual at the right moment with the right experiences.

4. Our research shows that 71 percent of consumers expect companies to deliver personalised interactions and 76 percent get frustrated when this doesn’t happen. When customers don’t like the experience they receive, it’s easier than ever for them to choose a different brand.

5. Research also shows shoppers have a strong point of view on personalisation.

6. Demonstrate their investment in the relationship, not just the transaction. Thoughtful touch points such as checking in post-purchase, sending a how-to video or asking consumers to write a review generate positive brand perceptions.

7. An appaling 76 percent said that receiving personalised communications was a key factor in prompting their consideration of a brand and 78 percent said such content made them more likely to repurchase.

8. Personalisation is effective with driving repeat engagement and long-term customer loyalty over time and creating more data from the brands that design ever-more relevant experiences.

Personalisation’s power is at driving 10 to 15 percent revenue lift with company-specific lift spanning 5 to 25 percent with the ability to execute. The more skillful a company becomes in applying data to grow customer knowledge and intimacy, the greater the returns.

For digitally native businesses that forged a data-backed, direct-to-consumer model, personalisation isn’t just how they market but more on how they operate. Those leading the charge in personalisation also have better customer outcomes. Their focus on the relationship and long-term value leads to better upward migration, retention and loyalty. Here’s also how you can intend to make personalisation one of your best business practices.

6 Ways On How To Accelerate Personalisation And Create Value

 
The Art Of Getting Personalisation Right

Personalisation can bring about multiple impacts and is a strong, added biz necessity. One that more than 70 percent of consumers now consider it a basic expectation. More firms are able to activate their favourite customer and capability at scale which upholds customer value, driving the possibility of double-digit revenue growth, superior retention, richer and nurturing long term employee-customer relationships.

If you don’t want to experience personalisation going wrong, then you must choose a bot that can do wonders for your long term business profits and success.

Nurture and strengthen more customer relationships by adopting the bots and complete your ultimate goals of personalisation which is converting strangers into visitors, visitors into leads, leads to sales prospects and finally sales prospects to customers. With Accordia Chatbot and Live Chat, you get to witness customers coming back to you for more info or initiating more purchasing behaviours. Let the bot do the talking for you while you spend more time on enhancing employee experiences at scale. Try Accordia Chatbot today!

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Source: https://www.mckinsey.com/business-functions/marketing-and-sales/our-insights/the-value-of-getting-personalization-right-or-wrong-is-multiplying#:~:text=The%20value%20of%20getting%20personalization%20right%E2%80%94or%20wrong%E2%80%94is%20multiplying&text=This%20Next%20in%20Personalization%202021,consumer%2C%20the%20bigger%20the%20gains.

The 4 Key Elements to Make Your Business a Success

With so many new trends setting in, what do you think are the key elements of a successful business story and what encourages a successful business operation? Once you have created a product or service that has market fit, what elements are essential for sustaining that success? Here’s a quick list of the essential 4 elements that will make your business a huge success.

 
1. Data driven

Success begins through the data centric culture and it turns out successful both internally and externally. When you have planned a really successful business operation, you need to understand your key performance indicators (KPIs) and accurately measure your business. The power and clarity of data, meaningful insights plus the right data shall guide you in making sound business judgments. Besides, are key decisions made through the use of quality data?

2. Flexibility

Most young companies have flexible people working to build a successful operation. Your business would be at its maximum effort when the people in your organisation are able to change, manage and adapt to the many inevitable changes that come along the way. This means holding your ground on an experimental idea or the product you just invented. For this situation, you would have to do something you’ve not done before.

It’s as simple as working in a place whereby you work long hours and stretch a bit further to ensure customers are loyal to your brand.

3. The right people.

Sustaining a business isn’t as easy as you think it is. You need to start focusing on the right people and bear in mind, it’s always about the people that you serve. To be exact, having the right people in the right roles at the right time helps you to develop a company to greater heights and move even further.

Success and failures are part of business and life but if handled properly, they help you to balance both efficiently. The wrong people may slow down your progress. Never give space for that and work on your business success by adopting a successful culture which means, the right employees who are willing to achieve a mutual aim and vision of the company. When these people join your venture, you will find that even with many ups and downs surfacing, the journey that you experience in the end is fruitful.

Added Business Tip

4. Omnichannel

It is also one of the easiest ways you can get in touch with customers and stay connected with them through any interactive channel. When you are available 24/7 and reach your customers through easy-to-use channels, you become your customer’s favourite, providing a smooth, seamless and wonderful experience for them.

The Takeaway

Your business needs to have an end result which spells great. There are many good qualities and characteristics which must be honed and sustained which helps you pursue the path to greatness and success for the long term. The ultimate key is to support your customers in their channel of choice. Develop a method that works specific for your business to help you win over your competitors.

 
With Accordia Omni, you get to experience the right taste of success coupled with a set of omnichannel pathways that is the en route of having your dreamt business success a reality. With simple to use channels such as Chat, Desk, Social or Voice, you will be able to suit your customer’s and business’ needs while helping your team connect easily anywhere and anytime of the day.

Evolve with omni channels, work together from anywhere and inspire your team to make CX brilliantly smarter. Discover Accordia Omni today!

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Source: https://www.entrepreneur.com/article/247414

Removing Friction and Four Digital Trends
to Improve Contact Center CX

Business communications play a huge role in Customer Experience (CX). Meanwhile, contact centers and CX travel on the same road progressing towards better customer service. There are many reasons that influence your customer’s perception of a brand and few are more important than the contact center.

The right contact center environment acts as the essential connection between you and your clients. It’s how you reach out to sales prospects and deliver the service that makes customers want to stick with your brand not only for months but years ahead.

Today, CX is one of the most important areas for any business to focus on if they want to ensure longevity. Customers are expecting more than ever from the companies they work with. Survival in this space means quick investment in the right technology, processes and for sure, people. Now, let’s dive deeper into the evolution of CX in the year 2022. How can contact centers remove the friction customers often face when seeking solutions to their challenges?

4 Essential Digital Trends To Improve Contact Center CX

Engaging customers where their journeys begin

Meeting customers at their digital footsteps has never been easier but you need to know this fact, your customers love searching for information online before talking to your agents. Customers have adapted to a digital-first experience.

Delivering frictionless resolution

Matching the speed of the customer is necessary. When it comes to customer service, you really want to go the extra mile and make people feel appreciated. This is even more important in a time where customers are used to getting what they want and when they want it without any friction in between.

Focusing on the positive

One of the best ways to keep customers coming back to buy from you? It’s surely the act of being focused on positivity. Your contact center agents should be the people with high Emotional Quotient(EQ). Their high levels of emotional intelligence can help deliver exceptional CX.

Enhancing employee experience

Always bear in mind that the agent experience mirrors Customer Experience. How your contact center agents feel about their jobs will affect the customer service experience. The question is, AI and automation makes the other tasks simpler but what about the more difficult challenges? You need to hire agents that are truly passionate about helping people and delivering high quality support. Intervene by giving your agents the tools they require to answer customers quickly.

Here’s your turn at adapting more flexibly to an environment where customers’ demands are changing but they’re met on a daily basis. Take different routes for better and amazing CX. Find the right digital cloud platform, high powered data and AI solutions to ensure you and your team get smarter with every interaction, adapt to customer needs and exceed customer expectations.

Customer service has been tough but you can make a difference by adopting the cloud and enabling your employees to work from anywhere and anytime. Discover how Accordia Cloud Contact Center can give you the edge over competitors and help you earn more loyal customers either days or months.

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5 Amazing Ways Chatbots Can Enhance Your Customer Experience

Like the chatbot, ever wondered why almost everyone loves Ironman? Ironman is a superhero with powerful abilities and he used those abilities to combat terrorism and win against his enemies. In the movie, he creates a unique weaponized suit of armor to fight evil. This is also what the bots can do for your business. They don’t have to wear a suit to win over your unhappy customers, instead they can ensure to remove bad and disappointed customers from bad-mouthing your business while providing quick answers to your customers’ queries.

Chatbots are in essence automation for human conversation or rather automated programs that can simulate a human conversation. The bots use Natural Language Processing (NLP) to understand human communication in the accurate context and provide relevant answers to questions. From the customer’s point of view, they’re speaking to an actual human being, or at least, so it seems.

Sometimes, CX can be really frustrating and complicated. You often face situations you have never faced before and end up clueless on what your customers want from you. It’s even more troublesome when your customers damage your reputation on social media after they don’t get a proper solution from your team.

5 Amazing Ways Chatbots Enhance Your Customer Experience

1. Impactful business insights.

2. Reduce wait time.

3. Always-on customer service.

4. Personalized human interaction.

5. Encourage employees.

 
Chatbots can help you reduce customers’ wait time and get them where they want to be quicker. Remember that cringe worthy on-hold music especially the computerized ding-dong sounds, ugh! – these could now be a thing of the past. The surprising benefit to AI can be to encourage support staff to focus on more challenging tasks. It also has the potential to mimic human behaviour and can be helpful to support reps in terms of focusing on more high-value activities rather than routine tasks.

One of the best features of a chatbot is that it can even distinguish human emotions such as anger, confusion, fear and joy. If the bot detects that the customer is angry, it transfers the interaction to a human to take over, which will provide relief to the said customer.

Get a chatbot to help you in myriad ways in providing instant satisfaction for customers, especially customers who don’t have the patience to wait for a response. A sleepless chatbot is able to offer 24/7 customer support.

Find out how Accordia chatbot can be a cost-efficient way to provide basic support and be your best ally in making new or loyal customers stick with your brand for years.

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Why Is The Chatbot A Must-Have?
6 Intriguing Reasons To Consider Using A Chatbot On Your Website

Around the world today, chatbots are chosen frequently because they’re simpler than conversational agents. One of the reasons why people love the bots? They make work and life easier. It automates just about everything possible. Think about some of the everyday services we now rely on to make it through our ever so-difficult lives. For instance, we don’t have to go through the hassle of paying over the counter for the food we purchase; it can be done online, faster and quicker.

And, you can get a ride to just about anywhere in just a few clicks on your smartphone without ever talking to the driver nor pulling out any form of payment. You can now buy a car and have it delivered to your house, totally avoiding the hassle of haggling with a dealership. Chatbots could be the best kept secret for your biz growth. A programmed chat interface that a website visitor can interact with. They are programmed to closely mimic human behaviour and interact with the website visitor in a conversational manner. Accessible anytime and anywhere is the special feature of the chatbot.

Before we dive in further, let’s look at the plenty of reasons why chatbots are important? The below stats show a State of Chatbots Report on users on the challenges they encountered with the online services they use today, such as search engines, messaging apps, product or service websites and mobile apps.

State Of Chatbots Report

Most of the common challenges faced by customers include:

1. Websites being hard to navigate (34%).

2. Not being able to get answers to simple questions (31%).

3. Basic details about a business – like address, hours of operations and phone number – being hard to find 28%.

And this next survey also reveals that people prefer the chatbot over a human.

In the on-demand, real-time world we live in, and when everything seems to be a click away, consumers expect to be able to find the information they’re looking for quickly and easily. When they can’t, they get frustrated and they will eventually go to your competitor who can provide the type of experience they’re looking for.

So now we understand the challenges that users face, let’s look at the reasons why you should consider using a chatbot.

1. Surface information and getting a quick answer in an emergency.

2. Resolving a complaint or problem.

3. Getting detailed expert answers or explanations.

4. Creating easier transactions, purchases and brilliant CX for customers.

5. Communicating with multiple customers using the friendly and smart bots.

6. Ease daily human conversations and always available interactions.

 
As a business, it doesn’t have to be either / or but you can use the chatbots where necessary and to answer quick questions. What’s more intriguing? You can have chatbots operating directly on your website and you can use hyperlinks to make it easier for you to trigger bot conversations from other social channels.

The takeaway: Chatbots are the new, helpful friends but they aren’t fully replacing the need for phone and email when it comes to interacting with businesses. Since your customers prefer the bots over humans, then you should grab the chance to adopt the smart bots for your business and get issues solved in a timely fashion.

Learn how to deliver a better, speedier online experience to customers. Discover Accordia Chatbot for smarter and easier CX 24/7.

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Source: https://www.drift.com/learn/chatbot/why-are-chatbots-important/ | https://www.tidio.com/blog/chatbot-statistics/  |https://my.visme.co/view/90r4gk46-chatbots-vs-customer-service-agents#s1