Digital transformation is the integration of digital technology at all levels in a business. By digitalizing your customer service, you are updating to new and more efficient digital tools like:
The digitalization of customer service can also refer to hybrid paths. For instance, they combine digital and traditional channels into one. But, of course, this represents some new challenges.
Customer service management represents a major challenge when going digital. Some brands lack rigor in the management of their customer records. According to a study conducted by the company DELL during 2018, 76% of companies notice a considerable loss of data due to computer attacks. At the same time, only 16% of them find that they are prepared to withstand such attacks. But don't worry, there are many tools you can use to ensure the privacy and security your customers deserve.
For example, ChayAll takes care of the entire technical implementation of your favorite instant messaging apps, protecting you and your customer's information. We also guarantee an RGPD compliant configuration.
Digital technology has changed consumer habits. Thus, these new habits have forced companies to upgrade their customer service management.
Customers are now hyper-connected all the time. They are especially aware of the power of information at their fingertips. The hyper-connected consumer consults other customers' opinions before making a choice. They are not willing to wait long hours to reach you on the phone. And even if they do, they will not fail to evaluate you negatively. The impact on your e-reputation will be more or less significant, depending on your company's audience.
The digitalization of customer relations is now an absolute requirement, which the consumer is not ready to negotiate. The emergence of hyperconnected customers has given birth to the digital customer experience. This very experience is shaking up the entire value chain of the company. Most of the roles are changing within:
The digitalization of customer service goes beyond the simple convenience provided to customers. It directly impacts the company's profitability by increasing revenues and reducing costs. For example, when you integrate instant messaging into customer service strategy you will increase engagement and reduce your response rates:
Ask yourself these questions to study better your consumer behavior. They will help you know your consumers better and build a great UX.
Of course, one thing is sure: your marketing audience is already on instant messaging apps. Apps like WhatsApp, Facebook Messenger, and iMessage have over a billion users. To help you reach them, ChayAll has developed a platform that centralizes the most used instant messaging apps. These tools will allow you to improve your digital strategy and gain customer satisfaction.
The disorganization of information presents a serious challenge for businesses, one that can have a significant impact. For instance, with data located in multiple locations, the potential is high for inefficient processes, and this means lost time and money.
Furthermore, ensure continuity between the different marketing channels used with ChayAll's all-in-one tool! Offer personalized, customized, and efficient customer service with ChayAll's multichannel widget. You will see a change in your customer loyalty.