Itâ€™s aآ fact: your customers are the heart ofآ your business. Your market isآ competitive, and great customers come with great expectations. You need more than aآ good product orآ service toآ thrive; you need toآ provide your customers with aآ great journey. Customer interaction isآ aآ crucial part ofآ each step onآ the customer journey and isآ pivotal toآ your brandâ€™s position inآ the marketplace.
Customer interaction isآ significant toآ the customer experience because itآ isآ anآ ongoing process that can strengthen relationships. Itآ isnâ€™t about the one-time sale, but about the customerâ€™s overall experience with your product, service, orآ brand.
Letâ€™s take aآ deep dive into the world ofآ customer interaction. Understand the importance ofآ customer interaction management, how you can improve customer interaction, technologies you can use, and much more.
What isآ Customer Interaction?
Customer interaction occurs each time you â€œtouchâ€ aآ customer. You might define customer interaction asآ any communication orآ interaction between aآ company and aآ consumer.
Customer interaction comes inآ many forms. The interaction might come from aآ chatbot orآ live agent chat, welcome message, social media interaction, retention interaction, service call, orآ even another form.
Youâ€™ll find that customer interaction isآ essential for all businesses but has aآ growing role inآ the e-commerce world. Consumers are rapidly shifting from shopping atآ brick-and-mortar stores toآ online retailers. Inآ fact, the numbers are staggeringآ â€” according toآ statistics from Oberlo, more than 230آ million Americans will shop online inآ 2021. These consumers are expected toآ spend $469.2آ billion online inآ 2021, creating lots ofآ opportunities for web-based businesses.
Companies, businesses, and brands can tap into e-commerce success byآ paying close attention toآ the importance ofآ customer interactions.
What isآ the Importance ofآ Customer Interaction?
Each customer interaction isآ anآ opportunity. Understanding the importance ofآ customer interaction isآ essential toآ taking advantage ofآ each possibility.
There are aآ number ofآ reasons why customer interactions and customer interaction management are important. Customer interactions can:
Transform prospects into customers: Positive customer interactions create trust, which can quickly encourage prospects and leads toآ convert into customers.
Create personal connection: Strong, positive customer interactions create personal connections between companies and consumers. Personal connections create repeat customers.
Build brand loyalty: Personal connections with aآ company foster brand loyalty. Numbers from Adobeâ€™s 2020آ Digital Economy Index indicate that 8% ofآ customers make upآ 41% ofآ e-commerce storeâ€™s revenue. Fostering brand loyalty through customer interactions can improve profitability and increase your bottom line.
Encourage customer retention: Returning customers are essential toآ your businessâ€™s success. The way you interact with your customers isآ what encourages them toآ come back again and again.
There are many factors contributing toآ the importance ofآ customer interaction. With these considerations inآ mind, itآ isآ easy toآ see why the success ofآ your business might hinge onآ creating meaningful customer interaction.
Types ofآ Customer Interactions
Now that you have anآ understanding ofآ the basics ofآ customer interaction and the importance ofآ customer interaction management, letâ€™s dive into the types ofآ interactions you can use toآ wow your consumers and enhance their journey.
The five main types ofآ customer interactions include:
- Chat interactions
- Welcome messages
- Social media interactions
- Customer retention interactions
- Customer service calls
Learn more about each type ofآ customer interaction and see how itآ might benefit your business.
Chat interactions that take place onآ anآ e-commerce website are often the first opportunity for your business toآ touch customers. Youâ€™ll find that chat interactions can greet new visitors toآ your site, provide assistance toآ returning customers, and foster anآ immediate sense ofآ trust.
Chat interactions might include:
Chatbots: Aآ chatbot, like those offered byآ JivoChat, isآ aآ programmed assistant that can process and simulate conversation just like aآ real, live human. The chatbot can warm upآ the customer orآ lead with basic information soآ they are more likely toآ convert when they reach the product page, shopping cart, orآ aآ live agent.
AIآ chatbots: AIآ chatbots are similar toآ other chatbots, but they function aآ little differently. Their actions are based onآ canned messages and programmed rules. Interestingly, AIآ chatbots can â€œlearnâ€ from human conversations and make decisions about responses onآ their own using natural language. AIآ chatbots can automate the customer experience and simulate live agent interaction.
Live chat: Live chat isآ often aآ follow-up toآ aآ chatbot interaction, when aآ chatbot passes aآ customer orآ lead toآ aآ live agent for further assistance orآ toآ make aآ purchase. Live chat isآ aآ type ofآ customer interaction that can support the journey and experience, assist with acquisition, and even build rapport and trust among consumers.
Welcome messages provide aآ way toآ immediately engage with prospects, customers, employees, and others upon visiting your website. Aآ first-time visitor might get aآ welcome message explaining your products orآ services; aآ welcome message might further build aآ relationship with aآ returning customer.
Welcome messages might include:
Website welcome messages: Aآ welcome message onآ aآ website, delivered byآ aآ chatbot, can serve many purposes. Warm website welcome messages are brief and toآ the point and immediately connect with customers. The welcome message might introduce aآ new end-user toآ your companyâ€™s services orآ products; itآ also might further establish your brand toآ returning visitors.
Welcome email messages: Welcome email messages can make aآ great first impression toآ new subscribers and captured leads. Email welcome messages can speak volumes about your company orآ brand. You might use aآ welcome email message toآ send special offers, provide aآ sign-up form, send videos and additional information, remind customers ofآ anآ abandoned cart, and much more.
Welcome text messages: Itâ€™s 2021آ and everyone always has aآ smartphone inآ their hand. Welcome text messages are delivered straight toآ that device and allow customer interaction right where your consumersآ are. Numbers from aآ 2018آ survey indicate that 4آ out ofآ 5آ consumers actually wish businesses texted them more, soآ youâ€™re sure toآ find many customers opting-in toآ this type ofآ customer interaction.
Social media interactions
With 2.8آ billion people around the world using Facebook inآ 2021, itآ isآ easy toآ see why social media interactions are anآ essential method ofآ reaching out toآ customers. Inآ fact, HootSuite recently reported that more than 1آ billion messages are exchanged between businesses and consumers every single month via Facebook Messenger. This high usage makes social media customer interactions aآ virtual powerhouse for businesses and lets companies promote brand awareness, provide customer service, and doآ much more.
Types ofآ social media interactions can include:
Messenger and WhatsApp inquiries: Let your customers slide into your DMs byآ taking advantage ofآ popular messaging platforms like Messenger and WhatsApp. Chatbots will let you automate personalized responses onآ these platforms and make customer interactions feel individualized, not canned. Provide information and create trust byآ offering quick responses.
Responding toآ mentions: Mentions onآ social media let you interact with customers inآ aآ more publicآ way. Consumers are spreading the word about your company when they mention you online. Responding toآ social mentions lets you engage your audience and demonstrate your customer focus. Respond toآ mentions quickly, use positive language, and know when toآ use aآ more private messaging setting toآ win atآ social media mentions.
Sharing customer social posts: Sharing customer posts and tagging your customers has many benefits. Not only isآ itآ another efficient way toآ build awareness about your company orآ business, but itآ also increases brand loyalty. Sharing social posts lets your promoters doآ the work for you and creates opportunities for natural customer interaction.
Customer retention interactions
Existing customers want toآ feel valued, and they want aآ quick solution toآ any bumps along theآ way. Customer retention interactions make upآ anآ essential part ofآ the customer journey. Statistics from Oberlo indicate that 58آ percent ofآ consumers who stop doing business with aآ company doآ soآ because ofآ poor customer experience. This isآ why positive customer interactions are essential toآ your brandâ€™s ongoing success.
Types ofآ customer retention interactions you can take advantage ofآ include:
Special offer messages: Customers often opt-in toآ communication when they convert. Reaching out toآ loyal customers via email, text message, chatbot, orآ social media toآ share special offers can make customers feel valued and appreciated, asآ well asآ encourage additional sales.
Renewal notifications: Reminding subscribers and ongoing customers with renewal notifications might give you aآ chance toآ relay appreciation and even increase the likelihood ofآ continuation. Aآ gentle nudge when itآ isآ time toآ renew isآ aآ chance toآ share new product features, share reasons why they might want toآ continue toآ engage, and remind your customers ofآ how your service orآ product stands apart from the rest.
Feedback surveys: Everyone likes toآ feel asآ ifآ their voice isآ heard. Customer interactions through feedback surveys are exceptionally valuable toآ all kinds ofآ businesses. Not only doآ most consumers appreciate the opportunity toآ sound off about your product orآ services, but the feedback they provide toآ your business can lead toآ the improvement ofآ processes and procedures.
Customer service calls
Customer service calls are another opportunity for customer interaction that come inآ aآ variety ofآ forms. Customer service calls might beآ incoming orآ outgoing, provide general relationship management, orآ even address customer inquiries and/or complaints.
Types ofآ customer service calls include:
Customer relationship management: CRM, orآ customer relationship management, isآ anآ essential part ofآ customer interaction management. You might use aآ CRM tool orآ database toآ help you drive these interactions. Consider making outbound calls toآ customers toآ maintain connections. Check-in with your customers toآ see ifآ they are happy with your product orآ services, share news, offer product support, see ifآ they need anything from your company, and more.
Inbound calls: Inbound calls are traditional customer service calls made when aآ consumer makes anآ inquiry toآ aآ company. Customers might reach out toآ aآ company toآ make anآ additional purchase, receive product support, voice aآ complaint, orآ for aآ number ofآ other reasons. Each inbound call isآ aآ chance for customer interaction and anآ essential step onآ the customerâ€™s journey.
Chat transfers: Chatbots are aآ brilliant solution toآ many customer experience needs, but sometimes only aآ human willآ do. Chat transfers let your website visitors immediately engage and beآ onآ the phone with aآ live agent inآ seconds orآ schedule aآ specific callback time. Service over the phone from aآ live agent can encourage conversions and provide customized solutions toآ all inquiries.
While the list ofآ customer interactions above isآ comprehensive, itآ isnâ€™t complete. Youâ€™ll find many other opportunities toآ connect with customers with both proactive and reactive strategies. However, the methods above are aآ solid foundation for your business orآ brandâ€™s customer interaction management process and can help engage all kinds ofآ consumers, especially when following aآ few best practices.
Best Practices for Customer Interactions
Your customers have great expectations and you need toآ deliver great interactions. Inآ addition toآ providing anآ outstanding product orآ service, following aآ few best practices for customer interactions can drive the journey from welcome toآ repeat conversions.
Best practices for customer interactions include:
Track customer interactions: The right customer interaction management tool isآ anآ omnichannel platform that keeps aآ record ofآ all communication across all channels. This means you should have records ofآ emails, social media interactions, chatbot chats, phone calls, text messages, and other interactions. Save your customers from repeating themselves and impress them byآ referring toآ topics theyâ€™ve previously mentioned.
Beآ proactive: Greet customers who visit your website with aآ friendly helper. Let aآ chatbot offer assistance toآ your customers before they evenآ ask. This will let them know support isآ available when needed and your company isآ with them along every step ofآ their user experience.
Automate customer service: Live agents likely arenâ€™t available 24/7. Consider letting anآ automated chatbot goآ toآ work when live agents arenâ€™t online. Chatbots can respond toآ customer inquiries and keep aآ transcript ofآ the conversation for your live agents. Inآ fact, you can even set upآ action-based triggers that launch chatbots and encourage customer interaction.
Analyze your processes: Customer interaction management isآ aآ process. Constantly monitoring and analyzing your processes will help you determine ifآ there are any gaps inآ customer communication. Analysis will also help you determine which customer interaction strategies are working well and which need improvement.
Ask for feedback: Feedback from your customers isآ essential toآ analysis and more. Make consumers feel more like stakeholders byآ asking for feedback. Consider using quick SMS surveys, end-of-call surveys, orآ seek out even more detail with multiple-question email surveys.
Use translation technology: One ofآ the most beautiful things about todayâ€™s business world isآ the extensive reach ofآ e-commerce and the diversity that brings. Donâ€™t make your customers communicate with you inآ their non-native language. JivoChat offers aآ multilingual chat solution that can translate incoming and outbound messages into 21آ languages.
Why Customer Interaction Software isآ Important
Chatbots are the future ofآ customer interaction. These savvy virtual agents can provide aآ warm welcome, answer questions, offer additional support, and drive the customer experience even without live agentsآ â€” ultimately leading toآ more conversions for your business orآ brand.
The benefits ofآ using customer interaction software abound. Youâ€™ll improve customer service, keep upآ with emerging trends, take advantage ofآ social messaging, and increase engagement, byآ taking advantage ofآ chatbot technology.
The proof isآ inآ the numbers when itآ comes toآ why customer interaction software isآ important. Chatbots are aآ welcome addition toآ the e-commerce experience for customers, asآ 70% ofآ millennial consumers report positive chatbot experiences. Chatbots are also welcome toآ businesses and executives, asآ chatbots can help companies save 30% onآ customer service costs and save companies $8آ billion byآ 2022. Additionally, the use ofآ chatbots can free your staff and allow them toآ focus onآ the more complex aspects ofآ seeing your business grow.
Let customer interaction management beآ easy byآ relying onآ the right software. From multi-language solutions toآ omnichannel platforms, todayâ€™s customer interaction software will let your business thrive.
How Will You Improve Customer Interaction inآ 2021?
Are you ready toآ see your business orآ brand improve customer interaction inآ 2021? Are you looking for new chatbot solutions toآ lead theآ way? Doآ you need aآ new strategy toآ improve customer engagement?
Look ahead and let customer interaction software and solutions from JivoChat drive your business toward success. This all-in-one solution will let your company effectively handle chats and interactions across multiple platforms toآ increase sales and customer satisfaction.
JivoChat will put you onآ your customersâ€™ levels. Find tailored and customizable solutions for website chatbots, email interactions, social messaging platforms, and much more with answers from JivoChat. See customer interaction develop and bloom byآ taking advantage ofآ top technology. Learn more and get started with JivoChat today!