Role Played By Big Data In Transforming B2C Customer Experiences

 Gone are the days when spreadsheets were used to manage the organization’s data. This is an era of Big data-huge amounts of data, a field that handles the data cost-effectively and efficiently. According to Saas Scout, the big data market is expected to grow by 20%. 

• In 1 second, each person is expected to produce 1.7 megabytes of data by 2020. 

• The data by 2020 is expected to reach 40 trillion gigabytes shown in a study by IDC.

• The big data analytics market by 2023, is expected to reach $103 billion. 

What is Big data?

It is a field that refers to high volume, high variety and high-velocity information assets. It deals with the data that keeps on growing exponentially with time and cannot be treated using traditional methods. This large volume of data can be both structured and unstructured data which flood the firms on a day-to-day basis. Big data lets you deal with massive amounts of data by systematically analyzing and extracting data.

Where is Big Data used?

It is already used in most of the sectors and making a huge difference with the help of predictive analytics. The sectors include IT, B2C customer services, healthcare, manufacturing, academic institutes, banking, transportation and retails.

Using Big Data to improve customer experience: Uber Case Study

It is an American company that offers vehicles for hire the major cab service in the world. The company uses customer data to know the most popular and most used services by the users. After collecting the data, Uber uses data analytics to observe the services which are used by the customers and which should be given based on the usage patterns. 

Ways Big Data is revolutionizing Marketing and Sales

Accurate Big Data predictive analytics:

• One of the reasons why data analysis is important for B2C Marketing is its accuracy in predicting the outcomes based on historical data. It helps the businesses and organizations to make better decisions and optimize their operational efficiencies and reduce risks.

Learn customer behaviour:

• To know how to improve customer experience with Big Data, the Big Data insights should be used to gain an understanding of the customers and provide them with a highly ‘personalized’ experience based on their preferences.

Fostering B2B sales with customer Big Data analytics

• Big Data analytics tools are used to understand the status of the services provided by the businesses in the market and how the customers are liking it by analyzing the thus increasing the sales leads.

Filter out irrelevant data:

• Not knowing the technique to filter out irrelevant data costs the business millions of dollars as they need to spend to take out the useful data from the heaps. Big Data tools help the companies save money and time both.

Screen the market:

• Big Data insights let you always stay a step ahead of your competitors. What type of strategies have been used by your competitor in the market can be analysed using the Big Data insights and then your strategies can be pulled off accordingly.

Rule over the social media data:

• Today most of the customer’s and leads are found over social media. The businesses can use Big Data tools to access social media data and improve the services and products as per the customer’s choice. as all the business are run online

Conclusion

The inevitable conclusion is that Big Data is here to stay. Companies are embracing Big Data in their strategies to gain a competitive advantage, improve customer experience, increase customer retention, and revenue. Using Big Data, companies can predict many events backed by robust data, and that will help to outshine competitors.

All You Need To Know About Digital Transformation In The Customer Support Space

 It was a pre-COVID era when digital transformation was considered an important factor for the organizations but with the onset of the COVID-19, it has become a priority for the firms. Since the beginning COVID-19, millions of businesses had to digitally transition their functioning in search of business continuity and to cater to the needs of the customers amidst the COVID-19 pandemic.

What is Digital Transformation?

As Wikipedia defines it, Digital Transformation (also DX or DT) is the usage of digital technology to transform services or businesses, by replacing non-digital with digital processes or replacing older digital technology with newer digital technology. 

In a simple language, it could be defined as usage of any technology that improves your business and that could be a customer relationship management system or a service support software or a financing software or machine learning. Digitalization of manufacturing industries has allowed new production processes and much of the phenomena today known as the internet of things, artificial intelligence, machine to machine communication, and machine vision.

                      

Sectors of the digital transformation:

The digital transformation can be seen in the different sectors such as e-commerce, banking, health care, supply chain and hospitality management.

                        

Technologies:

Digital transformation aids technologies to generate value and new services for various shareholders, acquiring the capabilities to rapidly adapt to changing circumstances. Some of the digital transformation technologies in customer support which are changing the work environment are  Mobile CRM, Chatbot, Self- Serve, Ticket Management system etc. 

                                     

Let us see the role of one of the above-mentioned technologies in digital transformation and how digital transformation is driving the customer experience?

What is Mobile CRM?

Mobile Customer Relationship Management or Mobile CRM is a handy CRM tool which can be accessed via smartphones and tablets. 

How does digital transformation improve customer experience?

Connecting customers from anywhere and everywhere:

• You and your agents can reach out to the customers from any location as soon as you receive the notification as the mobile CRM is very handy and accessible from your pockets, it makes you solve the queries even when you are not in the office in front of the desktop.

• The inquiries section keeps all the questions of the customers from multiple channels available for you.

• According to Efficy, turnaround times can be reduced from 15 to 20%.

Keep tabs on your on-field agents:

• The Mobile CRM is designed with features which allow them to log in when the work starts and log out when the work ends, this enables you to observe their service on an hourly basis. 

• Get a meeting map and a look at all the meetings your agents have attended in a day. Stay updated of your agents’ whereabouts once they check-in and check-out of client locations.

Access customer database efficiently:

• The data in the Mobile CRM is updated in real-time and can be readily accessed at the tip of your finger even without accessing the system using the cloud CRM.

• The same data is obtainable to all the departments of the firm thus facilitating them synchronize and finish tasks effectively.

Prepare daily plans and share the calendar:

• Mobile CRM eases your job by allowing you and your agents to plan the day's events and execute them timely. 

• The same set of planned events can be shared with the team to perform efficiently.

Manage and update your leads well:

• Get a 360-degree view of the regular and potential customers, as the Mobile CRM keeps their contacts and their likes and dislikes on the palm of your hand that hints you of the future opportunities and empowers you to take the further steps accordingly.

Enhance customer and team retention:

• Customers start taking interest in your firm when you are giving them the solution properly without delaying their duty, as the agents are supplied with the Mobile CRM and answer the queries on time, the customer retention increases.

• A team feels more involved in the company and its products when they are constantly in touch with its customer and the products thus builds the team cohesiveness and this fosters employee engagement and retention. According to Efficy, you can expect growth of up to 20%.

Meet the customers’ expectations:

• When you are equipped with precise and the latest details or the information about the customers you are surely gonna ensure quality customer service thus increase the sales. According to Efficy, turnover can increase by 5 to 10%. 

These were some of the points explaining how digital transformation is shaping customer experience.

Closing Remarks

It is high time to adapt your business to leverage digital transformation leverage digital transformation because digital transformations have reshaped how companies approach customer service and digital transformation in customer service plays a significant role. Earlier customers used to find you but now with the digital transformation, you are finding the customers and how. 

5 Ways To Improve Real-Time Customer Support With A Customer Service Software

As quoted by Sunday Adelaja, the wealth of time is the only wealth that is more valuable than human resources. When it comes to prioritizing the customer's demands and giving them the best customer service, one of the major factors is time. A customer contends if he is provided real-time customer support promptly. An ideal customer service software can provide swift real-time customer support. There are a number of technologies present in an exemplary customer service software such as chatbot or the live chat, ticketing management system, data management, reports and analytics and Mobile CRM to automate their services and save time for the customers.

1. Live Chat

Imagine a scenario if you receive a priority request from the customer after office hours and you are not able to attend it. In that case, you would lose the customer. But what if there is a conversational agent that is a chatbot or live chat working uninterrupted in place of you. Then the customer request would be addressed instantly. 

Assign the requests swiftly:

• A chatbot allows you to allocate the queries automatically to the available agents thus every customer is attended in a timely manner and wins customers confidence by replying punctually.

Immediate association:

• The best feature of the chatbot is that you are connecting with the customers even prior to getting in touch with them through a call.

Quick automated responses:

• Swift responses are reached out to the customers as the responses are automated. 

Observe your customer:

• Behold your customer’s status thus giving them required services and not omitting any opportunity to aid the customers.

• It allows you to find the future potential problems of your customers.

Enhance the performance of the agents:

• It enables you to monitor the executive’s activity from log-in time until log-out. 

Enhance customer retention and acquisition

• When the customers receive swift responses, it gives them a sense of assurance that they will be given the finest real-time support services.

Automated lead generation

• Automated forms displayed on the customer’s screen would help you know if that is your potential customer. 

       2.  Efficient Ticket Management Software

It is a dashboard that solves the problem of enterprises having to manage a large number of support tickets. It helps the enterprise ticketing in 2 ways:

1. Handle customers’ generated queries from many different channels of communication.

2. Determining priority-based resolution for bulk tickets.

The system lets you:

• Nourish your growing inbox with an email ticketing system.

• Track of all inbound calls with voice tickets.

• Manage your social media interactions with social ticketing.

• Directly communicate with Customers on to the Customer Enquiry Channel with Ticket Management System

• Label tickets High, Medium, and Low and take immediate action.

         3. Mobile CRM

In the last decade, it has been observed that mobile traffic has grown exponentially. In 2008, 12% of the businesses used cloud-based CRM systems. By 2017, that figure had increased to 87%. CRM revenues are anticipated to cross over $80 billion in 2025. The below-given line graph shows the growth of mobile usage from 2018-2021.

Mobile CRM?

A mobile CRM is a software application readily available on your smartphones, works as seamless as the desktop version CRM with added features such as geo-tracking to track the real-time location of roaming-users, route planning and offline working capabilities to collect and analyse statistical data of customers online. It allows the on-field support team to keep track of their tasks along with the managers.

The Mobile CRM consists of the following features:

1. Allotted service tasks

2. Check-in to the service location

3. Resolve the issue

4. Update the status of the issue to be resolved

5. Enter issue details

6. Schedule additional meetings

How Does Mobile CRM Improve Real-Time Customer Support?

• Using the Mobile CRM, assign work to the on-field support agent.

• Develop a service plan for on-field support agents.

• It gives you the real-time experiences of the issues raised and assigned to the agent.

• Geo-tracking or GPS tracking unit helps track the geographic position of the agent via the Global Positioning System and is displayed to the managers.

• It enables the agent to find out the distance between his workplace and the service location as well as the distance between two or more given locations.

• It enables the agents to work while traveling.

4. Reporting & Analytics

• Transform your  real time support services by keeping a track on relevant Key Performance Indicators (KPIs). 

• Generate detailed  reports to assess chat traffic, missed chats, first response time, average turnaround time, customer ratings, and more. Measuring performance with data can help you understand customers better.

5. Consolidate Customer Data

• Give the access of the real-time customer information to the agents, that helps the agent to serve the customer in real time.

• An ideal customer service software gives access to up-to-date customer data as conversations take place while also enabling them to make updates in real-time. 

• Such a database can make easier communications across agents in the contact center, so customers that need to be re-routed do not have to repeat information.

Ending Remarks:

Considering the competition in the market an efficient customer service software is a must for your business. Customer gratification is the top priority and what's more than a delighted customer.

The Importance Of API Integrations For E-commerce Companies

 API is the abbreviation for Application Programming Interface which is a software which allows two applications to talk to each other. 

Introduction To eCommerce APIs

An eCommerce API is an assortment of functionality uncovered through API. To separate the particular eCommerce usefulness this incorporates at the base, cart, checkout, installments/payments and requests the end. One purpose of disarray that we in some cases hear is that an installment entryway is a trade API, when actually these suppliers offer single help, in particular payments API, eCommerce is a more extensive excursion.

It helps in creating a split between frontend and backend functions which helps with surge in productivity. APIs allow you to create connections between your eCommerce site and a wide range of other platforms.

Some Of The API Integrations You Can Do For Your Business-

• ERP

• Marketing & Sales

• Accounting

• Customer Service

Why API Integrations Are Beneficial To E-commerce Websites 

• Time & Money Efficient 

Without API companies have to manually transfer the data from one app to another and the process is resources & time draining but with a simple integration the data can be transferred with no hassle and that saves a lot of money when you don’t need employees to do the work. 

• Less Room For Error 

When any task becomes mundane there comes a tendency of making errors but when the data is transferred with integration then there’s almost no chance of duplication and error.

•   Customization 

API allows for great room for customization and personalization for the content and website for website swagger and customers’ preferences. 

•    Better Marketing 

API helps with surge in sales and that helps the marketing department to market faster and helps with eliminating marketing waste which is the unnecessary marketing and shooting in the dark.

Few Ways Your e-Commerce Business Can Use APIs

• Payment APIs

A seamless payment process goes a long way when it comes to convenience and APIs helps in building an adequate payment system with minimal errors. 

• Social Media

These days most of the businesses have a social media presence and APIs allow to integrate those into websites so customers can have easy access and reach out to the companies.

• Price Comparison 

Knowing your stuff is imperative but it’s even more imperative what your competitors are doing and API allows you to create catalogs where you can see the price of the competitors. 

• Marketing 

One of the best uses of API can be put to marketing. You don’t have to write the code and go through the tedious process of optimization, API tools can handle it all. You can easily segment customers based on their preferences, purchasing behaviours and add them to email lists and other marketing means. 

 KaptureCRM provides Customer/Management Support System through an Integrated Service Desk and also a platform which stays up to date and evolves with any policy changes. It can be seamlessly integrated with various departments and apps and helps companies go an extra mile. 

Training customer support agents with an efficient LMS module

 LMS is the abbreviation for “Learning Management System” and it's a software which is used for online learning, providing courses, certifications, content updates, employee training &  it allows for easy management of all the data.

 

Ways To Use Your LMS To Improve Customer Relationships 

• Customer Training 

Customer Training is really crucial because you can have the most innovative and splendid product in the market but if your customers do not know how to use it, it’s not gonna do well in the market. It’s inevitable for them to not have doubts and it’s only imperative for companies to make sure they get solved. 

• Onboarding

They say “First Impression Is The Last” and rightfully so. Customers’ first experience is paramount. LMS helps customers get started on the right foot by customizing or personalising their tutorials regarding the product uses. 

• Feedback 

With LMS you can have an amazing feedback system regarding all the training, modules, courses and make sure the delivery of all the content matches with what customers expect.

• Gamification 

Gamification is the process of using rewarding gaming elements in non gaming contexts. It has been gaining popularity in LMS systems recently. It gives rewards after customers complete a training or a certain level and that when we are rewarded there’s dopamine release which makes the customers feel good. 

Advantages of Learning Management Systems

• Better Organisation 

With LMS you can have all your content & training at just one point and it is highly convenient for the customers and also easier for the companies to manage, tweak and update the content however needed.

• Unlimited Accessibility 

Customers can pretty much access the content and have their training whenever they want and however they want. There are no restrictions on the accessibility which makes LMS one of the most convenient training systems. 

• Creative Content

Tutors can add various visuals, texts, images to the courses which makes them so much more interesting and it creates a better engagement for the customers and a positive learning curve. Customers can also take quizzes and tests to see how well they are doing. 

• Less Training Time 

LMS provides a unique learning experience where all the content is at one place and also instead of boring online lectures, courses are optimised to keep the learner glued to the screen, in a good way of course! There’s efficient learning rather than just learning. 

• Progress Tracking 

To go where you want to dream of going, you need to know where you are in your journey. LMS helps and provides you with the precise tools which you can use to see how far off you have come in training and how further you need to head. 

Why A Learning Management System Is Important In Customer Support?

• Reduced Training Costs

In Person training costs substantially more than online training and it’s evident online training is actually more convenient and effective so win win for both.

• Soft Skills 

It’s imperative to have good domain skills but with time need for soft skills especially in customer support has become really prominent due to high interaction rate and LMS provides optimal training to make sure agents are well equipped in every area.

• Competency Tracking 

The market is robust and so are the customers’ purchasing behaviours, trends so it only makes sense to make sure your agents are competent enough to tackle all the programs and are up-to date with all the knowledge & information. Through tests, quizzes & certifications agents can be consistently tested. 

• Multilingual Training 

One of the best features of LMS is that it has the ability to train the user in his or her native language which becomes a huge convenience and eases the learning curve by miles. 

• Customer Retention 

At the end of the day, every company wants customers to stay and bring in more leads and with LMS’ training modules and courses agents become proficient in customer service which helps them provide a great experience to the customers.

KaptureCRM delivers Knowledge Management and Learning Management Systems through it’s Kapture One Suite which helps your agents get prepared for tackling any query or problem and it assists them certify and gain credibility.