Before taking any action, knowing the expectations of your target audience is essential. To do this, start by building up a portrait of your buyer persona, your ideal customer. Here are some examples of questions to ask yourself:
This type of question will help you understand their expectations and their problems. This way, you can adapt your offer to their needs. This is how you can reach them:
Also, make sure you find out about their online habits. What call-to-action do they click on on your site? When do they subscribe to your shopping cart? When do they consult your frequently asked questions? These are all indications that will allow you to refine your digital marketing and obtain better performance.
For demographic information, analyze the data you collect when the customer fills in their data to create their online account, receive the newsletter or download a document. All this, in compliance with the RGPD, of course.
Regarding the behavior on your site, there are many software's that allow you to track the behavior of your online visitors. It's up to you to choose the one that better suits you! Some CRM with advanced features can also tell you more about your customers' journey.
Finally, to gather more precise answers, make sure to survey your customers! When you take actions to improve your services are generally well-received by buyers. Mail, chat, instant messaging, phone calls, contact them where they prefer!
Personalization is at the heart of customer relations. According to a Boston Consulting Group study, 89% of companies believe that the impact of personalization on customer relations is positive. More precisely, on loyalty (47%) and customer satisfaction (36%). With a personalized relationship, customers save time and feel considered. But, how can you personalize your customer service in just a few actions?
Make the information your customers are looking for easily accessible. Your audience will prefer an immediate response rather than a phone call. Let them choose what is best for them. In both cases, solutions exist to improve the quality of service.
And, don't forget to take care of your offline channels! A good customer relationship offers digital as well as physical channels to customers. Do you have an online store? Why not open a point of sales to create a link with your customers and answer their needs in person?
Another point on which customers are uncompromising: the responsiveness of customer service. Now ultra-connected, customers are used to a quick and instantaneous response from their contacts. So it's quite natural that they expect the same from businesses. Of course, the expected response time depends on the channels used.
Is it possible to find a solution that combines all these advantages and helps you to quickly achieve good customer relations? As a vector of a better customer experience, as a catalyst for the sale of products and services online, as a gas pedal of the customer's purchase path, as a factor of satisfaction and loyalty, messaging ticks all the right boxes!
With a minimal cost and a major marketing impact, the integration of a messaging solution is the customer relationship strategy with the best ROI. And that's good news, because your customers are asking for it. The numbers speak for themselves:
Offering a messaging solution on your website means talking with your customers in their comfort zone. It also means listening to the expectations of customers, fostering a relationship based on trust, and enhancing the brand's image. It means encouraging quality interactions between the company and its customers, accelerating the purchasing process, highlighting its products and services, and, ultimately, boosting satisfaction and loyalty. Deploying messaging solutions and tools is easier than integrating a new CRM or management tool. This strategy does not require significant resources and does not require marketing training.
Do you need more information? Consult our guide!
ChayAll has developed a messaging solution in line with the expectations of companies. The implementation of this marketing tool allows you to integrate the different messaging channels into your website.
Manage the interactions between your company and its customers without any headaches. ChayAll integrates an interface that centralizes all the messages received, regardless of their source. We also offer you marketing functionalities to build customer loyalty, manage your e-reputation, and direct your marketing actions on social networks.