This year’s Cyber Week has been like no other, with record-breaking online sales despite economic headwinds. We analyzed retailers’ Cyber Week email and messaging communications to bring you a snapshot of the behind-the-scenes of the year’s biggest shopping week, along with strategies that will help you build a rock-solid customer engagement strategy. , Digital conversations hit all-time highs despite economic concerns , Despite consumers tightening their wallets in response to economic uncertainty, statistics for this year’s holiday shopping are defying all the forecasts. Why? Consumers are always on the lookout for a great deal and the increased activity across digital channels in 2022 meant people would grab their phones and computers at dinner tables and everywhere else — which in turn means more sales. As…, SMS traffic between retailers and customers up 30%, for the period from November 22 through November 29 against recent weeks The SMS send during Cyber Week doubled in over 50 countries More than 400 million messages were sent on Black Friday via Sinch’s global super network — that’s 4,630 messages every second of the day! The week-on-week email send by retailers increased by double digits for Cyber Week and for Black Friday and Cyber Monday…, Good old SMS and email not only still have a place, they're where it's at, — and the most important thing retailers can do to drive sustainable growth in a digital world is meeting customers on the channels that suit them. , Omnichannel takes retail up a notch , Delivering real-time, personalized digital experiences that guide customers on their path to purchase — and doing so on the right channels — will remain the number one challenge and opportunity for retailers in 2023 and beyond. To reach more customers, take a minute to think about your own digital behavior. How many channels do you usually use in a day? For most people, the answer is “many.”…, why should your customer journey sit on a single channel? , While SMS and email will always be a safe bet for Cyber Week, rich messaging channels like RCS and WhatsApp are gaining ground and retailers need to take notice. Using richer, interactive content like images, videos, or GIFs is a powerful way to stand out and boost your conversion rates. And of course, despite the rise of messaging channels,, people still want to talk to people, when the situation requires it — which means voice isn’t going anywhere. Here are a few things you should consider when laying the foundation for your omnichannel customer engagement strategy : , Think about the uses of each channel , SMS provides immediacy — an ideal application for one-time passwords and flash sales, for instance. Email won’t give you that instant reach but remains the most widely used communication channel for brands and retailers. , Deliverability is everything , Planning is critical, but so is ensuring your communications get delivered on time and to the right person. , Consider local preferences , Usage and behaviors may vary from one country to another. For instance, WhatsApp is the go-to choice in Latin America, but not in the U.S. Keeping this in mind will help you reach consumers where they are. , Get to know your consumers , Figure out what your customers expect and how you can deliver on it — or better, over-deliver! , Be consistent , Just because Black Friday and Cyber Monday are the year's biggest highlight doesn’t mean you should bet everything on those two days. , Work with a trusted customer communications partner , Customer communication is make-or-break for any retailer during Black Friday and Cyber Week, and, you need a partner who gets it, ., One that can ensure your messages get delivered, your emails reach customer inboxes, and your calls are connected with the best voice quality, consistently, reliably, and securely. Follow these key principles and you'll be well on your way to creating a successful omnichannel customer engagement strategy — for Black Friday, Cyber Monday, or any other day. , Sinch powers the digital customer journey , Sinch helps thousands of retailers around the world scale personalized communication at scale to engage consumers across their entire customer journey, on all their favorite channels. “During this season and really every day of the year, consumers are seeking personalized communications from brands which understand them and their needs,” said Jonathan Bean, Chief Marketing Officer, Sinch. “…, Want to learn more about how we help retailers build meaningful connections with their customers? Explore our solutions for retail . ,
Type: Blog Article
If you hadn’t noticed, customer service doesn’t just happen in storefronts and call centers anymore. People choose when, where, how, and even why they want to do business with you. As a business, you’re responsible for meeting us there. That’s why using the right customer service channels is the key to customer satisfaction, loyalty, and service efficiency. Every customer support channel suits a…, Omnichannel customer service: How it affects retention and conversion, The best way to engage with customers - and engage with the most customers - is by utilizing multiple channels to communicate with them. That doesn’t mean blanketing the internet with your presence, but you need to be smart about where to find your customers. Two-thirds of global consumers say they use three or more channels. If your customers are using three or more channels, shouldn’t you too?…, Single channel support, is when a business limits its customer service to one single channel, usually email support., Multichannel support, sees a business expand its channel range to a couple or a few different options, but these channels aren’t compatible and don’t necessarily connect with each other., Omnichannel support, is when a business engages with customers across multiple channels and the customer is able to carry those conversations to a new channel without losing valuable information. Omnichannel customer support offers the most complete and frictionless customer experience of these three options. If you can keep your customers satisfied with each interaction, they’re more likely to be loyal . In fact,…, 4 popular customer service channels and their benefits for businesses, You need to meet your customers where they are to maximize the experience and minimize inconvenience. For example, you might use your phone to flag a bank transaction while you’re on the train, but you might also use a desktop to chat with an agent about opening a new account. These channels are the most important for businesses because they’re the most popular among consumers., 1. Video chat, Not every industry has the same demands for channel optimization. Businesses that rely primarily on quick answers to simple questions might not need to invest in more personal digital customer support channels. However, in-app video calling is a very effective and popular channel choice for those that do. Video allows hyper-personalization and CX to boost engagement because of its face-to-face…, 2. Phone and Voice, Phone and voice calling support are common - and expected - but there’s a right way and a wrong way to implement this type of customer service channel. Consumers are weary of long wait times, robotic menu options offered by interactive voice response (IVR) that might not fit their problems, and hold music that drives them up the wall. With the right automation and routing capabilities, you can…, Tip:, In some cases, a 24/7 voice bot or Interactive Voice Response (IVR) can route customers to the right agent or department for the best support, helping shorten wait times. Voice calling is still the preferred channel for many customer support cases. Some markets, like the U.S., favor this channel for its wide availability, while in other markets, certain types of customers prefer phone support…, 3. Social messaging apps, There’s no denying that social messaging is a hugely popular method of reaching customers across continents. Social messaging apps can deliver rich messages to customers, handle chats, host video calls, and conduct transactions natively. There are several social messaging channels that businesses can choose from. Depending on the markets you operate in and the demographics of your target…, 4. Email, Email is one of the most widely available support channels due to its simplicity. Customers can either send an email to contact you or input their information in a contact form to capture and send a follow-up email to them. This channel is most helpful to customers who need instructions for a long or technically complicated process but not as beneficial for those who need hand-holding or…, 4 tips to harness the power of customer service channels for your business, These tips can help you boost engagement by improving CX. They can also help you think big about your customer base and your role in their lives., 1. Get to know your target customers and their channel choices well, To succeed in a competitive world, convenience triumphs over almost everything else. You need to analyze your customers’ behaviors, needs, wants, and expectations. What can you offer them that supports that? For example, don’t dismiss chatbots just because you heard an old trope about customers not wanting to speak to bots. Many prefer chatbots because they offer faster customer engagement that's…, 2. Develop a strong omnichannel strategy, Whichever channels are most important to your customers are the channels your business should target first. Your support team is a resource, and resources are finite, so maximize their capabilities by harnessing the most valuable targets. Where do your customers spend most of their time online? Once you determine the channels where you’ll have a presence, you need to bring in analytics to…, 3. Automate where it makes sense to, Simple, common, and repeatable tasks usually don’t require personal interactions. Use chatbots or self-service knowledge centers to provide opportunities for customers to answer questions quickly and without having to talk directly to an agent. Chatbots appeal to businesses because of their efficiency and how they complement a human support team. Bots can take over simple tasks or identify needs…, 4. Personalize communications as much as possible, With an omnichannel strategy, every channel should be somewhat connected to others. The more connected the better, from a CX standpoint. As we covered above, customers are more likely to convert when communication is personalized and unique rather than impersonal and bland. This makes CRM integrations helpful for consistency by delivering all relevant customer information to agents and bots…, Find an omnichannel solution that converts, Don’t shut the door on an opportunity to draw more customers into the fold. A partner like Sinch can help you amplify your customer experience and fulfill your communication support needs, including voice calls, messaging, and even emergency services. With the knowledge that customer service channels require a diverse, targeted approach, you can implement a solution that works for your business.…
Type: Blog Article