Being surrounded by numerous options of different services and products, the idea of customer loyalty is progressively and quickly becoming fragile. Today, for example, one is likely to switch from one bank to another, or from one law firm to another more often than ever before. Any company, organization, or a firm that want to survive and thrive in this era must enhance its customer experience and strive to exceed the expectations of their customers. To achieve this, companies and organizations need to undergo digital transformation.
Personalize customer experience
Clients love it when they are being recognized or addressed by their names. Today’s customers prefer organizations and businesses that treat them as a unique individual and know their personal preference and their purchasing history.
For example, when searching for a product in amazon, it will give you the product you are searching for, and include some other recommended products. These recommended products are generated from your search history. Studies show that many customers like to buy goods and services form companies that know their purchase history and recommend products based on their past purchases.
It provides customers with a seamless multi-channel experience
Technology has inspired clients to get what they want, how they want it whenever they want it. Today, no person expects a delay in response to an inquiry he had made, whether it is on a weekend or a weekday, whether it is during the regular working hours of the day or late in the evening. With digital transformation, companies and organizations can serve their customers with a sense of agency, and customers can access their preferred companies with ease.
Today customers are not confined into a single channel. They shop online, browse in-store, ask questions, and share feedback using various mobile apps. Bringing all these interactions together will enhance the interactive experience that consumers will have with your business.
Improve communication
Digital transformation helps to make communication easier and effective between the company and its customers. The client is allowed to connect with companies via various digital platforms like apps, social media, and websites. In this way, clients can get what they want any time they need it, and get quick responses to their inquiries and get assistance within a short time.
Improved relevance
Based on the data collected from the recent and old searches and purchases that a customer has made, the client can receive offers and information that are relevant to him without unnecessary details. In this way, customers receive text messages and emails regarding offers and new products that match their past purchase history.
Enables customers to give their feedback with ease
Using digital platforms like social media and companies’ websites, customers can share their experience of a particular product. In this way, the customer gives his concern at the comfort of his home and, if need be, edit it in the future. This feedback will also help the company to know whether customers are happy with their product and what they need to improve.
Appreciation
Customers also like to feel appreciated whenever they make a purchase or interact with a particular company, primarily through different online platforms. Studies show that many customers prefer to buy products from companies that take time to send a simple thank you message or email when they purchase a product from them than those that remain dumb. Through the platforms offered by digital transformation, customers can receive these appreciation messages or emails and know that a particular company appreciated their choice of buying their product.
To enhance customer experience when interacting with your company or organization, here are some online platforms you can opt for your digital transformation.
- customer relationship management (CRM)
- content management system (CMS)
- User-friendly mobile application
- Chatbots
- Web portal
- Digital marketing
- Artificial Intelligence (AI) and Machine Learning (ML)
Automating research
With digital transformation, legal officers and paralegals don’t need to spend much time looking through huge documents for relevant evidence and information. Today most of the legal documents have been digitalized, and legal officers can find the documents they need in the database archives, emails, or in mobile devices. Online platforms like e-discovery/electronic discovery help lawyers to find pertinent information quickly.
