What Is Digital Customer Experience

 “One customer well taken care of could be more valuable than $10,000 worth of advertising.” – Jim Rohn

In today’s fast-moving world, digital technology has revolutionized nearly every aspect of modern life right from communications, travel, work, shopping, entertainment, and software industries. Almost all of the electronic devices are incorporated with digital technology in some way. Customers are market-savvy, they like to compare prices of products, or check reviews, all within seconds. Now customers all over the world like to interact with the organizations using digital technology as it is the fastest way to communicate. 

Did You know?

• By digitizing customer service, customer satisfaction can be increased by 33% and costs cut by 25 – 35%. 

• The more digital the journey, the higher the customer satisfaction. 

• With 92% customer satisfaction, live chat leads the way ahead of email, telephone, and social media support and 63% of customers would return to a website that offers live chat.

(Source: McKinsey and Company)

What Is Digital Customer Experience?

The digital customer experience is the total of all the online interactions a customer has with your organization. The digital customer experience would include the following sources. 

• Company website

• Mobile apps

• Chatbots

• Social media

• Other channels 

Digital customer experience helps you understand how your customer is interacting with your company. It assists the company in finding out how its services can be improved to give a better customer experience.

Who Is A Digital Customer?

A Digital customer is the one who uses different technological platforms like websites, social media, mobile apps to engage with the brands and follow the process. It is important for companies to know the needs of the customers and suggest them the best practices in the market. 

There are different types of digital customers namely:

• Web customers

• Mobile customers

• Social media users

• Email customers

• Blockchain customers

Digital Customer Experience vs Customer Experience

Digital Customer Experience (DX)	Customer Experience (CX)
DX is an important component of your overall customer experience strategy.	CX is an umbrella term that encompasses DX.
Focuses on digital interfaces like a computer, smartphone or tablet, including both front-end services and back-office process optimization that benefits customers.	Includes traditional customer service channels to new digital interfaces that people use to interact with companies.

Overall both DX and CX are focused on meeting customer expectations. DX is significant to the success of your overall customer experience strategy. By improving your digital channels, you improve your overall CX.

Why Does Digital Customer Experience Matter Now?

Traditional customer service methods included meeting the customers in physical. But today’s digital world includes visiting customer’s websites, answering phone calls, texting, live chat, self-serve, social media and the list goes on and on. One such method is allowing customers to provide feedback to the companies about the services and the issues. Digital customer experience matter because of the following:

1. To give 24/7 customer service

2. To provide easy navigation

3. To unify conversations in one customer communication platform

4. Provide hyper-personalized experiences

5. Clear and simple to understand information

6. Quick Resolution to their queries

7. To know customer’s pain points

8. To provide real-time service to customers

9. Enhance customer loyalty and satisfaction

10. Increase customer retention and acquisition

11. To gain higher sales, conversions and average order values

12. Allow customers to multitask

13. To get access to report and analysis

14. Offer a consistently relevant customer service by knowing the customer

15. To get customer’s feedback on services

Trends That Will Drive the Future of Digital Customer Experience:

• Voice Search

• Chatbots 

• Self-Help

• Internet of Things (IoT)

• Mobile CRM

Closing Remarks

Nearly 66% of customers switch brands because they’ve experienced poor customer service. (Source: Conversocial)

Therefore, to keep pace, you’ll need to stay on the pulse of what’s happening with emerging trends, and the latest strategies to optimize the entire digital journey. It is time to switch to some amazing digital services provided by  Kapture CRM to surprise and delight consumers with AI-enabled experiences.

Important Ticket Metrics To Track To Boost CSAT Ratings

Do you know, if a customer is not satisfied, 13% of them will tell 15 or even more people that they are unhappy? (Source: Esteban Kolsky). And the importance of measuring customer satisfaction lies in the fact that 72% of customers will share a positive experience with 6 or more people (Source: Esteban Kolsky). Therefore this post comes as a complete guide to customer satisfaction.

What Is Customer Satisfaction Rating (CSAT)?

It is a rating that is given by measuring customer’s satisfaction with an organization. It is measured by asking questions about the customer's experience, which is rated on a scale of 1-3, 1-5, or 1-10. A CSAT rating can be increased by a number of methods one of them is by implementing important ticket metrics.

Let Us Discuss the Essential Customer Service KPI Metrics:

Keep Track Of The Ticket Volume

The number/volume of incoming tickets should be kept track of to get an idea of how many tickets can be solved by your team in a day/week/month. To measure the smooth functioning of the tickets let us walk through the following point.

Number of Tickets solved:

• Customer service teams set off some daily targets for the agents to manage the barriers and start their journey toward goal fulfilment and to ensure the good working of the system. 

• Comparing the target tickets to the solved tickets are used to measure the performance of agents and team as a whole. 

• This comparison helps in increasing efficiency of agents, teams and the organizations.

Response Time Metrics

When it comes to customer satisfaction then a quick reply or response to the customers plays an important role. Response time metrics are used to measure customer satisfaction using their different parameters. The response time is affected by network bandwidth, a number of users, number and type of requests submitted, and average think time.

Let Us Discuss these parameters one by one:

First-response time (FRT):

• FRT is the number of total minutes passed from the moment the ticket is created to the moment an agent makes the first reply to the customer.   

FRT= Number of minutes elapsed between the time a customer creates a request and the time a customer service rep responds to the customer.

• For enhancing the CSAT rating, FRT should be as low as possible.

Average response time:

• It is the average number of minutes taken by all responses to the customer while solving a support request. 

Average response time = Total time taken to respond divided by the number of responses in the selected time period.

• For enhancing the CSAT rating, average response time should be as low as possible.

Resolution Time

• Resolution time is an important key performance indicator (KPI) for CSAT rating. It is the amount of time that it takes for an agent to resolve a customer's request. 

• It mentions the amount of time an employee spends in waiting and getting his request resolved. 

• For enhancing the CSAT rating, resolution time should be as low as possible.

Ticket Reopened Vs Solved

• Ticket reopening is another metric to measure the CSAT rating. 

• Ticket reopening refers to the number of times a ticket is reopened because it could not be solved at the first instance. 

• This indicates that the agents were not capable of completely solving customer’s issues. 

• It gives the team manager the authority to frequently monitor ticket reopening ratio.

• For enhancing the CSAT rating, ticket reopening should be as low as possible.

While making ticket reopen reports the following points could be included.

• Total number of reopens

• The average number of reopens

• The % of tickets with reopens

Unsolved Ticket Metrics

• It is also known as a ticket backlog that represents the total number of unsolved tickets.

• It provides insight into the number of incoming tickets and the number of tickets which are not solved. 

• For enhancing the CSAT rating, unsolved ticket metrics should be as low as possible.

Above mentioned are the top customer service metrics that actually matter. Overall it can be said that the longer it takes to solve a customer’s issue, it is more likely that the customer will not be satisfied with the services. Therefore it is necessary to look into these metrics and boost customer satisfaction. 

Closing Remarks

In a business customer satisfaction is the key to success. If your customer is happy with the services you are providing and wish to continue with your business then you are on the right track. This right path can be measured using some help desk metrics to solve tickets generated by customers. Avail a CRM software like  Kapture CRM to help resolve your tickets and boost CSAT ratings. 

Self Serve: The Future Of Customer Support Automation

 According to Gartner, in order to handle the digital information and activities, customers-similar to organisations-will increasingly turn to self-service automation moving forward. Customer self-service automation is the keyword that is well known among the firms as self-service is becoming the norm as customers are increasingly expecting an effortless experience at scale.

Market trends In Self Service

• Today, 67% of customers prefer self-service over speaking to a company representative (Source: Zendesk). 

• According to Gartner, by 2030 a billion service tickets will be raised automatically by customer-owned bots (Source: Gartner). 

What Makes The Firms To Opt For A Self-Service?

• According to Esteban Kolsky, 72% of customers will share a positive experience with 6 or more people. On the other hand, if a customer is not happy, 13% of them will share their experience with 15 or even more. 

• In their CX report, PwC surveyed 15,000 consumers and found that 1 in 3 customers will leave a brand they love after just one bad experience, while 92% would completely abandon a company after two or three negative interactions (Source: SuperOffice.com). 

What Is A Serve-Service?

It is a software platform that delivers highly personalized customer service by assisting the customers without the involvement of a customer support representative. It helps the customer in availing the information they have asked for, quickly solving their queries, and performing other online tasks.  

Which Industries Can Benefit From It?

• IT Sector

• Retail

• Insurance

• Banking 

• Travel & Hospitality

Why Is Self-Service Software Important?

Organizations are expected to deliver the best customer service without spending much on the contact centres. In this scenario, a self-service software fits in quite well as it reduces the resource cost and accelerates the response time thus saving associates time for other important tasks. There is no need to depend on the sales team or the services team to respond to the customers. The only point to keep in mind is an ideal self-service that has an easy interface to use and is quite handy.

Types Of Self-Serve

1. Chatbot:

• It is a computer program that uses Natural Language Processing and Artificial Intelligence to interact with customers. 

• In simple words, it is the most advanced and promising expression of the interaction between humans and machines.

2. Mobile Help Apps

• These apps are handy as they are available on the phone and enables the customers to make service appointments with executives or interact with them by asking questions. 

3. Interactive Voice Response (IVR)

• It is one of the oldest forms of customer self-service options available.

• It acts like front-line customer service, connects customers with the help options that suit their needs best.

4. Web Portals:

•  (i)   FAQs: It uses the Knowledge Management System that stores the database of an organization to answer the needs and common questions of the customer base.

• (ii)  How-to articles: It has helpful information that gives a complete overview of the products to the customers. 

• (iii) Interactive forms like Self-checkouts: To accomplish the tasks and provide product information.

Benefits Of Customer Self-Service

Time To Enjoy Repeated Queries

• Include a Customer Support portal and link the relevant pages containing the answers to the questions to deal with repetitive queries. 

• This portal allows the customer to choose from a list of issues and provide an answer according to their question.  

Let the Customer Be The King

• Customer is his own boss while using a self-service as the self-service allows customers to take charge of the activities performed under self-serve. 

• A customer can make changes on their existing orders and get updated on the same. 

• A customer has the freedom to modify the delivery slot, address, etc. 

• A customer can cancel an order and get notified about the automatically updated ticket.

Keep The Customers Updated

• The latest news,  new features, tariff, plans and other details about your product or services can be given on a platter to the customers. 

Reduces Customer Service Costs 

• Customer-self service automation automates the responses to every query of the customer thus there is not much need to hire a customer service executive as the tickets will be resolved by the self-service itself. 

Improve Agent Productivity

• When an agent has fewer tickets to solve and repeated queries being handled by the self-service then he ought to utilize that time to give better customer care to every customer. He gets more time to solve other high priority queries thus his productivity is increased. 

Future Of Self Service

• According to Gartner, organisations are turning to naturalistic engagement methods, such as voice and other AI-enabled technologies, to give customers what they want and achieve higher operational efficiency. 

• In fact, 91% of organisations are planning to deploy AI within the next three years. 

• And, by 2030, a billion service tickets will be raised automatically by customer-owned bots.

How Do You Avail A Self-Service By Your Own?

The self-service application can be executed on a firm's website, through the mobile app or other third-party applications. Customers of Kapture CRM availing self-service get quick solutions for issues. It lets them specify their problem and place a service request. Auto-responses for queries based on keywords are sent and customers are directed to the relevant department at once. Customers do not wait too long for an answer anymore.

Increase Revenue And Productivity Of Your Team With A CRM

 With the technology-driven world, it has become the prerogative of the firms to know the best ways to enhance the productivity and the revenue and beat the competitors. Firms are aware of different CRMs available in the market but the most commonly asked questions are: Can you boost productivity with CRM Software? 

How CRM Software increases revenue and productivity?

Let us find answers to these questions with the help of this article.

How Did The Sales Teams Work Traditionally? 

 

Gone are the days when the employees used to keep track of their customers using big files and recording their contact information, history with the organization and other activities which they used to present to their team or the managers at the end of the month with the daily and monthly analysis of their leads and sales, ROI and productivity. 

 

But this traditional method cannot survive the fast pace world and the businesses it is working on. For the organizations to move with the time, have to become independent of the sales teams monthly analytics and would bestow themselves with a CRM Software for sales productivity that automates the complete structure of an organization.

What Is Sales Productivity?

 

Sales productivity means maximizing time spent on the most critical sales rep activities in simple words Sales productivity is maximizing sales results while reducing the resources used. Resources can be the employees or the cost of effort to time.

 

To be more precise, sales productivity is defined with respect to finding ways to improve efficiency and becoming more efficient with your time. It can be calculated by the rate at which a salesperson increases revenue for the firm.

 

Sales Automation Is Need Of The Hour

It is right said: The future of Automation is now! Sales automation is the process of increasing the revenue, sales, productivity and cutting down the time-consuming tasks and handling repetitive queries. The need of the hour is to put things on auto-pilot that in turn increases the team's productivity. 

Ways To Increase The Productivity Of Your Team With A CRM Or Achieve Sales Automation 

A CRM is made up of the following applications which help in reducing the burden on the team and increasing productivity. Below applications are the answers to what to look for in a productivity CRM?

 

1) Mobile CRM

2) Chatbot

3) Self-serve

4) Ticket Management System

How CRM Software Increases Productivity?

 

A Strong Bond Between The Team And The Customers

• A customer is happy and visits you more often if you have details about him and customize his experience with your firm according to his needs in the CRM software. 

• For examples: when the firms make use of the saved details such as birthdays and send them the birthday wishes on their respective special days. 

• This gesture of the firm makes the customer feel that he has been given importance in your organization and they have cared for thus they maintain a good customer relation and stick back to you. 

Reduce The Burden Of The Team By Maintaining A Database

• Capturing contact information, email addresses and other important details of the customers is a part of the daily routine of the sales team.

• Using contact details and the email addresses from the customer databases are more than sufficient to reach the leads and the potential leads by reaching out to them thus increasing the chances of converting a potential lead into a permanent lead.

API Integration

• API integration helps to improve the efficiency of the team as it allows two software to communicate with each other. For instance, the Travel Management CRM can be integrated with the company’s website to keep a track of the journey of the customer and provide him with the help right from booking the tickets, browsing the hotel to checking out of the journey. 

Increase ROI

• The customer databases maintained by the sales reps in the CRM can be used to find desirable and undesirable marketing strategies by the customers. This eases the team's effort in knowing what fits the customer the most as they can use such strategies to make the customers happy and satisfied and can get a greater return on investment.

Keep Track On The Sales Reps Analytics

• The CRM allows the manager to keep a check on the daily work of the team right from their check-in to check-out to extra time they give in for the work. 

• CRM software can be used to schedule team meetings and divide the day in an organized manner. 

• It gives them a correct idea of their sales quotas and performance.

• Sales funnel can be tracked to create smoother transactions. 

These are some of the ways CRM helps to improve business performance and answers to the question how does CRM increase revenue?

Closing Remarks

A CRM maps the customer data along with the employee activities thus easing out the customers work and increasing their efficiency. It enables the teams to find the right customers thus generating revenue and improves customer retention. This is the right time to set up the CRM to match your team’s sales process.

Here is how you can automate your real estate business with a CRM

 On a scale of one to 10, how happy are you with your present method of handling real-estate? Do you think that there is too much manual work that consumes a lot of time? Do you wish to finish your property dealings in an organized and timely fashion? Then this post is all about that. This post will throw some light on how to automate real-estate business, what features to keep in mind while choosing the best CRM for Real-estate business? Let’s get started.

What is Real-estate CRM and marketing automation software?

It is a software used by the agents to manage and automate daily bookings, property leads and to generate reports of the tasks done. It assists you to follow up,  plan projects, daily property visits and do marketing campaigns etc.

What is real-estate automation?

Let us first define Automation, it is the application of technologies to produce and deliver goods and services with minimal human intervention. When automation is being utilized in the real-estate industry to make work easier or to reduce workload choosing the best CRM for real-estate business that ensures you never miss an opportunity to connect with potential customers then it is known as the real-estate automation.

Do you struggle to choose the best CRM for you? Then follow the below points

Features of Happy Customers Real-estate business CRM

An ideal CRM for automating the real-estate will have the following features:

• A graphical representation- of the real-estate projects for all sorts of events such as bookings.

• A daily planner- to collaborate the real-estate agents with the site managers to work effectively.

• Reports and analysis feature- to analyse teams performance and increase the conversion rate.

How to automate a real-estate business using custom CRM software

Multichannel integration:

• Are different channels giving you a headache while dealing with your leads? Then you can integrate your leads through various channels right from the call, chat, email, mobile app to your system and keep a track on the last interaction with the potential customer.

Auto-assign your online lead sources:

• Get access to customer’s details using online channels such as website, landing pages and third party website portals and assign the leads to the sales team based on projects, budget location, and other factors.

Manage Marketing Campaigns:

• What are your desired outcomes? Get hold of the potential customers using different marketing campaigns be them online ads, emails, Print and Radio. 

• Keep a track on the leads based on location, sales agent availability. 

• Automate your emails and SMS and follow up the leads using your templates.

Plan your daily calendar:

• Site Visit Planner can be used to plan the day to day work based on the leads assigned and inform your clients accordingly about their scheduled site visit. 

• Auto SMS and emails can be sent with real-time updates to your customers. 

• Transport with a pickup and drop facility can be added if needed.

Get instantly modified:

• Get instant notification if a broker or agent arranges a client visit this is how a Real-estate CRM can help the agents, brokers and the clients.

Captures new leads:

• You can make use of website forms such as callback request forms or even just a simple contact form and landing pages linked to your CRM, to build an automated marketing machine that generates new leads. 

Automating Finance and Accounts:

• Control your accounts and finances using a real-estate automation CRM. You need not sit and calculate yourself.

Closing Remarks

The real-estate automated CRM not only tracks the clients and property managers but also manages bookings, sales, management, marketing and many more. Who does not wish to work methodically, increase retention and get new leads, every business does. So, if you were me, how would you proceed? Well, you would choose to get ahead with a flawless real-estate automated CRM just like me.