Skip to main content

Digital Marketing Is The Future Of Customer Support

Digital Marketing - Future of Customer Service


Imagine relaxing with your favorite Netflix show after a long day when, suddenly, your internet connection goes down. In place of your show are a spinning wheel and black screen. You reach for your cell phone and ask Google about your connection loss. Google recommends your provider’s help page, and on this page, you are greeted with a site that is not optimized for mobile and content that does not answer your question. Frustrated, you look for a customer service number to dial instead.

This scenario, and many others like it, offers tremendous opportunity for improvement. Creating a positive and easy customer service experience promotes a happier, more loyal customer — and using digital marketing tips and tools can help. Creating content for the customer, developing a content strategy and testing and optimizing are key digital marketing tools that can help you create an excellent customer service experience for your users.

1. Create content for your customer’s point of view.
Many years ago, people searched for information in an encyclopedia using concise words and definitive topics. Now, people search online using questions such as, “how do I connect my DVR to my remote” instead of “DVR setup.” Your content has to speak the same language as your customers — they are human and want a human response to their inquiries. Creating SEO content that is too technical can frustrate visitors. Simplify and humanize your content to generate a more straightforward, positive customer experience.

Find out the most common questions that your customers are asking and ensure the answers are easily found. Don’t make assumptions about your customers here — dig into some real data. Implement a chat window and proactively ask visitors what their question is, and talk to your customer service representatives to see what people are calling in for the most. Use this data to train your support reps and put that information front and center. Having this information readily available can ease some of the frustration already felt by a user seeking customer support.

2. Let the customer choose how they interact with the content.
Every customer is different: some are visual, some are verbal. Some are using mobile search on the go, looking for information fast, while some are at home on their laptop, looking for something more in depth. Having options available for the customer allows them to decide how they want to fulfill their needs and own their own experience. Having an article, FAQ page and video all assisting with the same issue may seem redundant, but it opens the door for people to digest the information in their own way.

On this note, it is also important to have your content optimized for different platforms. The customer is looking for a seamless experience whether they are on their computer, tablet or cell phone. One person can have a multitude of devices to view your content on, so it better function consistently.

3. Test and optimize.
Once your content is ready to go, it’s time to test it out. User experience (UX) and A/B testing are fantastic for working out the kinks on your site. Keep in mind that you are not going to get everything right the first time — plan on letting the data speak to you and having to pivot and change quickly.

Know what your specific goals are when testing. It can be overwhelming when there is so much to watch, listen for and learn, but remember what you’re trying to affect. Are you shooting for shorter customer service calls, fewer pages on the site or helping people find content quicker online? Measure that specific goal that you have in mind cleanly and adjust as needed to move that goal forward. It’s okay to break a couple things on your way to achieving your goal.

Today, it is more important than ever to provide an excellent experience throughout the entire customer journey. Digital marketing doesn’t have to be just about attracting and selling, but it should also be used to maintain the customer relationship long-term. Providing an excellent support experience can be just what you need to maintain a more satisfied customer overall for a longer period of time.

Looking for digital marketing services? Get in touch by dropping an email to sales@digitalmarketersindia.com

Labels:

Comments

Post a Comment

Popular posts from this blog

How To Find Best SEO Services?

Tips to find the Best SEO Services Best SEO services can help you to promote your site to innumerable unexplored customers across the world. The companies offering best seo services are tough to find. Though all of them claim themselves to the best SEO services provider, but only a very few are the best. So, what the characteristic features that make a SEO company the best SEO services provider? Let us explore the facts and try to find the solution to the question. First, let us star with the concept of SEO services. What are they? SEO services are mainly of two types: 1. On page optimization - It includes any SEO related changes in the concerned website itself. Content development for the website, change of meta tags, canonicalization, redirection, url structuring, seo copywriting, keyword analysis, competitor analysis, coding and many more. 2. Off page optimization - Any SEO work outside the website is known as Off Page Optimization. The main emphasis is given to back-li...
Post a Comment
Read more

What Are You Losing by Not Doing Social Media Marketing?

Social media is HUGE and there’s no stopping it. There are many benefits one may receive by performing regular social media marketing.   Social is huge and you just can’t ignore its power. If you are not using it, you are losing the game in business. We advise to take help of social media agency or Hire SMO Expert to take a proper benefit of social networking platforms. If you’re still apprehensive about getting started, consider these points: ·          Your Competition Is Already Involved.  Your competitors are already involved on social media, which means your potential social media traffic and conversions are being poached. Don’t let your competitors reap all the benefits while you stand idly by. If, somehow, your competition is not involved on social media, there’s even more of a reason to get started—the field is open. ·          The Sooner You Start, the Sooner You R...
Post a Comment
Read more

Top 5 Advantages Of Hiring A Full Service Digital Marketing Agency

For many businesses, outsourcing has become an important part of digital marketing and it continues to grow in popularity as a way to improve upon activities that are not core to the business. Read on to know top 5 benefits of hiring a  full service digital marketing agency . 1. Access The Skills You Need Building an in-house team to take care of the entirety of your digital marketing efforts is a practical impossibility for many small to medium-sized businesses. In many situations, the skills your company needs are either hard to come by or too expensive. What's more, it won't be financially feasible to hire someone for a full or even part-time placement if you don't need their skills constantly and consistently. 2. Manage Your Budget More Effectively Outsourcing to a digital marketing agency allows you to reach out to the skills and expertise your company needs as and when it needs them, it gives you far more control over your budget. Instead of employing a per...
Post a Comment
Read more