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.
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