Discover the tools that can put your company at the highest standard in digital service
Digital Transformation has brought about several changes, including changes in consumption patterns. According to an analysis of the first half of 2018 by Nielsen , e-commerce sales grew by 12.1% - in a period of economic instability where the market trend was downward.
Digital customer service and online sales have become pharmacy database even more important. It is undeniable that online sales are growing and even when a company does not need to sell online, the customer is still there. Their purchasing journey involves digital means, whether they are searching for a product on Google or looking for reviews of a brand on their Facebook page.
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Why is digital service important?
This creates the need to work on digital customer service throughout the customer's purchasing journey. This journey is long and has several stages, but consumers are increasingly in a hurry. They want to be treated in a humanized and personalized way, while also wanting to find solutions to their problems in two clicks or less.
Is it possible to keep up with this trend? Yes, by putting a lot of effort into customer service. Today's consumers want to get the answers they need easily and at any time.
Unfortunately, most companies in the market do not have the staff or capital to offer 24-hour customer service, whether online or by phone. So what can you do?
It’s simple! Just invest in digital customer service and its various automation tools. As you’ll see in this article, they can help you sell and build customer loyalty.
Digital service at every stage of the funnel
Thanks to the use of the Internet, consumers are bombarded with advertisements and offers from all sides. From the moment they begin to identify their need, until the moment they make the purchase decision, your customer is approached by several companies.
Therefore, it can be quite difficult to keep their attention throughout the entire purchasing journey. Do you know what the solution is? Take advantage of digital customer service at each stage to provide the best user experience .
Top of funnel
Initially, your customer is not so sure about the problem. Therefore, they do a lot of research on the problem and related topics. At this point, you can take advantage of solutions such as newsletters and email automation.
At the top of the funnel, people are very interested in relevant content. As such, they will likely benefit from newsletters and other ways to help them get information. Take advantage of this opportunity to capture your lead ’s attention using email automation.