Don't lose focus of your digital customer experience.
Companies that do digital well often owe their success to a relentless focus on what the customer needs their app or website to do for them. A well-designed digital customer experience is centered on consumer goals - whether they include shopping, information gathering, or resolving issues - and seeks to maximize quality and usefulness as well as provide a consistent experience across touchpoints. No matter where their digital journey takes them, customers should be greeted with a digital customer experience that is well designed, reliable, and seamlessly meets their needs.
Successful digital organizations constantly measure the digital customer experience and are always working on the next iteration of their app or website. Large corporations have teams of people whose sole responsibility is to focus on digital design and usability. This can be harder for companies that don't have such deep pockets, but maintaining focus on the digital customer experience still needs to be a high priority.
Here are a few reasons why:
1. Your digital customer experience might not be as good as you think it is
Does your organization have its finger firmly on the pulse of what customers think of your digital presence? Our research shows some disconnects. For example, businesses overrated consumer satisfaction with chatbots by a significant 9 points. Being diligent about customer digital preferences will help narrow these perception gaps so organizations can deliver what consumers really want.
2. If you don't satisfy your customers, someone else will
A website or mobile app that doesn't work can lead to a painful hit to the bottom line. According to an article published by consulting firm McKinsey, 61% of consumers who have trouble accessing a mobile site will never come back. Even worse, 40% will go to a competitor's site. Focusing on the digital customer experience includes thoroughly testing digital products in order to minimize outages and clunky usability.
3. Delivering superior customer experience can lead to revenue growth
And it can be quite substantial. Research by Salesforce shows that 66% of consumers are willing to pay more for an exceptional experience. It only makes sense to capitalize on this by repetitively fine tuning your digital services so that your customers have a reason to give you more business.
How NICE can help you deliver a superior digital customer experience.
Digital customer support is a key component of a customer's overall digital experience with your brand. Consumers are turning more frequently to digital channels, like chat, email, text, and social messaging for issue resolution. Therefore, digital support channels need to be seamlessly integrated into your overall digital customer experience design. Find out more about how NICE CXone can help you meet customers' expectations here.
Related resources
Any digital channel
Your customers are trying to reach you for service on digital channels – even if you’re not there yet. How many SMS text messages go to your call center phone number with no response? Who’s trying to find you on Facebook, Twitter, or WhatsApp and not finding you? Now with CXone it is easy to provide digital-first omnichannel service in all the channels your customers expect.
Personalized digital interactions: deliver native experiences in each of 30+ messaging channels, such as rich media, emojis, and other collaboration tools.
Simple to Activate: pre-integrated channels make it easy to offer to customers and agents.
Easy to Say “Yes”: simple packaging removes barriers to offering all channels to customers and agents.
Empowered agents
CXone empowers all your agents to deliver a true digital-first omnichannel customer experience by simultaneously combining all customer interactions in one intelligent inbox across multiple digital channels and voice for agents to select ("pull"), while dynamically prioritizing the most time-sensitive or real-time interactions according to service levels ("push"). All delivered in a single application – complete with full customer context, journey history, and sentiment.
Single Interface: one inbox for all digital messaging and real-time (voice/chat) channels – retaining native experience of each messaging platform.
Agents in Control: ‘pulling’ work in natural flow, while dynamic prioritization maintains SLAs – and prevents ‘cherry picking’.
Customer Card: full customer context, journey and conversation history, plus sentiment.
Holistic management
With CXone, omnichannel interactions are managed holistically, from agents to supervisors and beyond. Integrated workforce optimization, analytics, automation and artificial intelligence across digital and voice interactions ensure complete management across contact center operations.
