Most Businesses Are Good At Delivering Poor Customer Service

POOR customer service isn’t cool. It represents BAD business. Read that again.

Yes, poor customer service can lead you to business failures and losses for the long term. How can you change things around? You may have delivered poor customer service earlier but now you are thinking of how you can change the way you do things.

For bad service to repeat again and again, poor customer insights can be a factor. It is said that 80% of companies think they provide superior customer service as a whole but only 8% of customers believe the same.

Some companies tried to solve poor customer service by being friends with the super-awesome chatbot. But, it has not solved the whole problem, so far. In 2022, a study was carried out on bots, and that a bot has only managed to solve 20% of the inquiries while the companies themselves reported a resolution of up to 80%.

After all, the most important thing is to measure customer satisfaction from the customer’s perspective. It is the customer’s experience that is the truth. And the truth is, 80% of today’s customers would love to find answers to their questions on their own – without contacting the contact center. Thus, you need to outline the solutions delivered on customer expectations whether on your website, chatbot, social media or the contact center.

To ensure you can continue creating excellent customer experiences, you will need insight and analysis to take the temperature of your contact center.

The impact of not delivering on the customer’s expectations will be costly. At the same time, these customers are worth ten times more today than the first time they shopped with you. At the same time, they will tell nine others about their customer experience.

“80% of your future sales will come from 20% of your existing customers.” – Gartner

Top 5 Facts About Your Customer’s Perspectives in 2022

1. New customers will therefore cost between 6 to 7 times more compared to retaining an existing customer. And as that is not enough, only a 5% increase in customer loyalty, through good CX, can make the customers up to 95% more profitable.

2. Dissatisfied customers will tell you about the bad CX.

3. What’s even worse is that very few will ever tell you about these experiences.

4. Good customer service is good for everything from the brand, sales, customer loyalty, internal pride and brand.

5. A well-positioned brand is good for the bottom line. And a good bottom line is good for the “Stayer ability.”

It’s weird that only a few businesses deliver good customer service – and then throughout the customer journey. Good customer service is about the time before the customer trades, during the purchase process and after the transaction has been completed. A B2B perspective often involves many channels and interfaces across multiple people in the business who need to be addressed with your products, goods or services.

The most crucial part is being available to your customers and where or how they want to contact you, whether it’s via the phone, email, chatbot or social media. And if a customer reaches you on social media, the customer experience quickly becomes terrible if you demand that the contact be transferred by phone or email. Then the road to a competitor is also relatively short.

Today’s customers are fond of a contact center that can handle all dialogue regardless of platform and channel. A contact center that handles the customer’s question or problem regardless of whether the dialogue moves from one point of contact to another. We focus on various touchpoints and customers can do business on a unified platform.

Discover how Accordia Cloud Omnichannel makes it efficient and seamless to connect with your employees and customers 24/7. Furthermore, it creates a perfect basis for creating unique and repeatedly good CX over time. If you think it’s too good to be true, then just book a demo and we will show you how we can help you realize limitless potential in customer service and the way customer service should be. Evolve with omni channels. Explore our omnichannel solution today.

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Source: https://www.customerexperienceupdate.com/poor-customer-service/?open-article-id=20399254&article-title=most-businesses-are-good-at-delivering-poor-customer-service&blog-domain=omnicus.com&blog-title=omnicus

Do’s and Don’ts To Get Personalisation Right

Day or night, personalization has taken its role to another space, the email world. It is the magic key to getting more emails delivered, viewed and acted on, and all that activity means more sales, higher revenue and better deliverability, right? We also have personalisation platforms that make creating 1:1 emails as easy as clicking a few buttons.

But here’s the unexpected news. Not everybody agrees. Gartner has its own stand on the personalisation perspective when it predicted that 80% of marketers would abandon their personalisation efforts by 2025.

The truth is, email personalisation isn’t as easy as you think it is. It’s not about dropping your customer’s first name in the subject line or message body. You need a reason to use it and plenty of data. And, that data must be well-organized and easily accessible. You will need creative content that uses personalisation in the right context so your subscribers don’t freak out when they see their data reflected in an email.

“80% of customers are more likely to do business with a company if it offers personalised experiences and 90% find personalisation appealing.” – Epsilon

Moreover, a rising number of laws are limiting the kinds of data you can collect, plus how you store, access, use, share and protect it. Let your customers opt out of collecting or sharing their data. Why do you bother with personalisation? It works only when you do it the right way. If your personalisation efforts are not giving you the results you desire, it’s time to change track. Take a few minutes and discover our checklist of things that can help you pinpoint where the problems are, as well as what you’re doing right.

10 Dos and Don’ts of Email Personalization

1. Don’t collect data that you don’t expect to use.

2. Do always get consent before sharing customer or consumer data with third parties.

3. Don’t rely on generic personalization.

4. Do personalize the email subject line.

5. Don’t cross the “creep line.”

6. Do have a fallback plan for blank fields on a data record.

7. Do segment your audience.

8. Don’t personalize every email just because you can.

9. Do extend personalization beyond the email.

10. Do keep on testing.

Bonus : Set a plan for email personalisation.

How you respond to these 10 tips make up your email plan. Your plan also ensures that you know what, why and how you are personalising, what kinds of data to collect, how you will measure for success and what you will do to keep improving.

Personalisation benefits both your brand and your customers while ensuring you will not waste time and money on automations that don’t work. The key takeaway is that personalisation reduces your exposure to needless risks in collecting data you’ll never use.

Here’s how Accordia OMNI can put personalisation to work for you.

 
Divide your list into newer and older customers, and create messages for each segment.

The first step of personalisation is to indulge in segmentation and this takes less data. Start segmenting when you have the date your customer signed up for emails. Divide your list into newer and older customers. Then, create messages for each segment. If you are not happy with your personalisation results, then you need help to move up from just personalisation to humanized and personalized interactions. Discover further on how we can guide you on the path to get personalisation right. Explore the possibilities.

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Source: https://trendlineinteractive.com/resources/article/10-dos-and-donts-to-get-personalization-right/

The Top 8 Customer Onboarding Challenges And The Solution

Some people think the most important moment in the customer relationship is when the customer first decides to purchase. But after the purchase, the onboarding phase is what really establishes the customer relationship. What your business does next could make the difference between having a life-long customer or another churn statistic.

Every now and then, customers are neglecting their onboarding process due to lengthy paperwork and demands for too much personal information. Customers are turning to companies that offer digital, fast and painless onboarding processes. More than ever, a short, remote and automatic process is essential to conduct a good User Experience (UX). The onboarding stage is critical for retention because it’s when customers first experience your product. The customer quickly learns if it lives up to your brand’s promises and their expectations – and you can bet they will form an opinion quickly.

Most organizations are trying to balance compliance with regulatory requirements – which requires collecting a lot of data from customers – and offering new customers a fast, easy onboarding experience. Poor onboarding creates unhappy, frustrated customers who are likely to renew. Finding the best solutions for onboarding customers can be challenging. However, the right technology can help tackle any obstacle.

If your company’s onboarding process results in turnover or unhappy and unsatisfied consumers, then it’s probably time to reevaluate the process. Here’s a look at some of the top onboarding challenges and digital solutions.

The Top 8 Customer Onboarding Challenges

1. You don’t know when customers are struggling.

2. Customers aren’t receiving sufficient training.

3. Onboarding takes too long.

4. Goals are unclear.

5. There are too many roadblocks and silos in your process.

6. The process is too lengthy.

7. Onboarding isn’t convenient for customers.

8. Customers don’t get to choose their communication channel.

Client onboarding should be a crucial part of your business strategy, and when done effectively, it can have multiple positive effects.

Discover further three multiple effects.

● Reducing client turnover
● Improved efficiency
● Client happiness

Adopting best practices will go a long way towards improving the onboarding experience. There’s another piece to consider: software that can streamline the process even more. Don’t let common onboarding challenges stop you from retaining valued customers. Deliver outstanding onboarding experiences using a customer success platform or adopt the intelligent bot and leave a great impression on customers for years to come.

AI-powered chatbots can do more for you. They can be deployed across other communication channels, including SMS/text and social media. A chatbot can be used to authenticate users, answer queries, gather required documents, automate user journeys and even send reminders to retain customer attention. It will allow the user to complete the onboarding process on their terms with whatever messaging channel they prefer.

 
A chatbot is available 24/7 and is always there to support the user. Try our chatbot today and witness better, smarter CX.

DISCOVER ACCORDIA CHATBOT TODAY

Source: https://www.druidai.com/blog/digital-solutions-to-top-customer-onboarding-challenges

Chatbot : Your Latest Recruit

This time around, more and more businesses are saying “Hello” to a chatbot. Why? The super powerful bots are very helpful with increasing efficiency and cutting costs while offering their customers a more personalised experience.

Innovation is the king of technology and a few years on, the dot-com entrepreneurs stormed ahead with innovation after innovation, making early messenger services seem as out of date and chatbots gave us a new hope and glimpse into the future.

Chatbots Are Intelligent

The conventional text messaging and Facebook Messenger is a favourite among many. Millions of people use them but now, the chatbot seems unstoppable. It plans to take the message format to the next level. However, chatbots have not been without their problems. Some bots do not answer the questions properly or give a different answer to a different question. What started as something more helpful and innocent turned into something rather more sinister when a chatbot started posting inflammatory and offensive answers.

For instance, the Lark chatbot is already saving lives and improving health as a piece of tech that assists people who live with chronic diseases and it’s very popular among other users. By checking people have been eating the right food or have taken their medication at the right time, support is offered by giving feedback which is comparable to having a nurse on hand – at a fraction of the cost and with less intrusion.

Chatbots are extremely useful tools and in this article, you are going to find out more on what the chatbot is good at. Dive in further.

The Good

1. Cost Saving and Expenses.

One of chatbot’s great efforts include saving time by reducing unnecessary staff. It also saves money for organisations by reducing wage bills and avoiding any costly mistakes that can occur through human error. It’s even easier to monitor expenditure in terms of payroll access and expense processing, both of which can be made faster by giving and receiving employee feedback.

For instance, when you adopt the chatbot, your employees would thank you. It is because the bot is good at reading images, turning text from the paper into digital text and automatically doing its job which is sending info of the employee’s expenses software for manager approval with a response within minutes. How fun is that?

They could also check and confirm the amount, saving precious time, without having to keep mounds of paperwork!
 

2. Appointment Scheduling Software

Chatbots are great for a myriad of businesses including makeup retailers and online brands. A historic brand, Sephora has moved from its origins on the Parisian high street to using an innovative chatbot through Facebook messenger, adding value for its loyal customers.

They offered ‘virtual makeovers’ online through an augmented reality app which uses customer photos to show how products would look and the company is a good example of how tech can keep your biz fresh and going. Their chatbot is very helpful with reserving appointments currently for their US stores but with a far-reaching application for all businesses worldwide and in every sector.

By implementing scheduling software of this type, employees can manage themselves, arrange meetings and meet with customers – but the real benefit is that they can do all this whenever and wherever they are. The mobile and intuitive nature of chatbots means that appointments can be easily arranged in environments where using technology is not usually practical, for example on a building site.
 

3. An Interactive Online Holiday Booking System

Most of your busy staff need a rest and break from the challenges they encounter on a daily basis. Their managers and HR department all have limited time and energy for carrying out administrative tasks. So, the break is needed and when it is required, booking a holiday doesn’t need to be a challenge for everyone as chatbots now have the functionality to do this in an instant.

Just imagine that you are an employee. After checking the dates and availability, your company chatbot can automatically send a message to one of your managers to authorise your annual leave and the user does not stop there. Once the leave is authorised, you can then book a holiday through a chatbot, selecting the best flights or using a questionnaire to establish the best kind of holiday you’ve been dreaming of.

Many holiday companies like Kayak and Booking.com are already using chatbots to good effect, taking the hassle out of booking. The traditional airline British Airways took the bold step recently of using emojis to operate its messenger chatbot, after finding that more people prefer communicating by emoji than words. The so-called ‘Emojibot’ works by asking a chain of questions about the kind of holiday you are after, so a quick response can be made to speed up the search. This quick-fire rendition of a chatbot shows that as AI chatbots continue to develop, the time saved for businesses is going to be very significant, and bots a joy to use.

The process of employees organising their schedule, booking annual leave, then booking a holiday for that break, shows that the multi-use nature of chatbots is hugely important for the future of business, and the present direction of technology; hugely benefiting businesses and their personnel management.
 

4. The Ultimate Attendance App

Attendance is a challenge and high priority for many employers. By using a chatbot, staffing levels can be checked through a series of questions. Staff can also virtually check-in when they have arrived at work, training or customers’ premises. This makes it simple to see how many staff are working, and what staff are doing; for example who’s in or out of the office.

 
Why You Need a Chatbot

Chatbots are a great thing for now and the future too. Saving a ton of time and money plus offering constant useful help to both customers and employees. Having already been adopted successfully by many international companies, they don’t seem to be going away. The chatbot is an awesome tool with a human voice, something more approachable than the software it drives. With the arrival of the bots, employees may find self-service procedures dull or complex but by adding the imagination of a human assistant, a customer’s journey and interaction is far smoother and with no friction in between.

 
When a new technology emerges, consumers and business leaders want to know the benefit of purchasing the product, and what it does.

With an AI chatbot, the question is almost “What can’t it do?’ From organising, to engagement and to cost saving – a new era of technology has begun, and its possibilities are endless. The chatbot can be your best friend for now and months ahead while keeping your competitor from winning your loyal customers. Try our chatbot today.

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Source: https://www.comparethecloud.net/articles/chatbot-latest-recruit/

Be Cloud-first or Be Left Behind

Take a few moments to think about your network and the applications being used by your staff? How much of that tech is cloud-native or has a cloud component? In almost all cases, it will be higher than it was five years ago and likely more than two years ago. Then, it’s time to think seriously about the importance of being cloud-first.

Cloud is a favourite among consumers as it’s proven to deliver a level of security, resilience, raw compute power and expertise that no one but the largest enterprises could hope to build. The applications have made their mark too, whether it’s productivity suites such as Office 365, Infrastructure-as-a-Service (IaaS) – based versions of popular server platforms or CRM solutions like Salesforce. Most software vendors already offer a subscription-based cloud version of their applications.

The on-premises model of technology is being superseded by the cloud and whilst it may not be possible to get every application an enterprise wants as a cloud offering in most cases it is just a matter of time.

Evolution towards cloud

For businesses like yours, the evolution in the way technology is delivered creates a challenge. It’s time for you to acknowledge and embrace the idea of the cloud. You may think go ‘Cloud first’ or continue to maintain and invest in the on-premises infrastructure you already have? It’s important to realise there are specific characteristics that define the way most businesses embrace tech and every business can focus on being cloud-adaptive. The evolution towards cloud is universally applicable.

Being cloud-first does not mean ripping everything out of the server room tomorrow. Transitioning between on-premises or hybrid versions of products is now much easier than it was three or four years ago, where the process could be somewhat difficult and require specialist skills. Most cloud solutions and the people working on it have developed the migration tools and support teams to make it a lot easier – precisely because they want their future in the cloud.

Here’s 4 reasons on why you should go cloud.

Getting to cloud-first

1. Be in the forefront of technology with amazing IT skills and always ahead of competitors
2. Become more agile and innovative.
3. Cloud-first means giving fair consideration to whether a cloud solution can be a suitable replacement for any new or existing on-premises solution when it aligns with an upgrade cycle, project, or business imperative.
4. Easy to migrate while considering the speed and approach used to replace on-premises technology with cloud solutions will be unique to each business’s size and circumstances, its applications, network architecture, and its business strategy.

There are also some things that companies can do to ensure they are capitalising on cloud technology at the appropriate moment:

 
Planning a cloud strategy
IT systems’ future is cloud-first. For many businesses, it is an uncomfortable reality to accept but setting up a strategy and planning for the future will lessen the technical debt in the organisation. Lower CAPEX costs and provide the level of flexibility, scalability and resilience required for modern business.

 
Explore a comprehensive cloud strategy that could give you the extra edge over your competitors, making work easier for your teams while staying connected with your new and loyal customers in real-time. Discover Accordia Cloud contact center today.

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Source: https://www.comparethecloud.net/articles/cloud/be-cloud-first-or-be-left-behind/

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