Learn about the impacts of digital transformation on the customer experience

The customer experience is increasingly impacted by the digital transformation. As innovations spread across companies in different segments, not just technology ones, organizations need to adapt to put them into practice in their internal processes.

In this scenario, businesses, especially those focused on customer service, should be aware of how to incorporate digital transformation into the operation. After all, with the new features, you can deliver a more satisfying customer experience.

Next, learn about the impacts of changing customer experience and how adopting specialized technologies helps grow the business.

WHAT ARE THE IMPACTS OF DIGITAL TRANSFORMATION ON CUSTOMER EXPERIENCE?

The entire customer relationship has been impacted since the processes became more digital. This includes different communication channels such as telephone, chat, email, SMS, social networks, among others. At the same time, we are talking about the shopping and services experience on various devices, such as computer, mobile phone, tablet, etc.

If your business wants to stay tuned with new technologies, take a look at these four impacts it has on the customer experience.

Customization

The modern customer has a high expectation regarding the service process. Therefore, you want the relationship with the company to be customized according to your own needs.

For example, consumers expect that when they contact them, the company will not offer a product they already have. Even worse is to present a service that is not suited to the needs of the customer concerned.

Therefore, it is expected that, from the previous relationship, the brand already has the perception of these preferences.

Service Channels

In recent years, there has been an expansion of customer service channels. They are social networks, WhatsApp, Skype, Telegram, email and others.

Many companies have been slow to make these different channel options available. However, it is now considered that a better customer experience depends on the ability of brands to broaden this range.

In addition to the various channels, the public expects the experience to be integrated. This requires companies to adopt omnichannel communication strategies.

Data analysis

Today, consumers are more concerned about the use of personal data. This motivated the creation of legislation, such as GDPR (General Data Protection Regulation). Still, many customers lend their information with the perspective that the company will use it to make their relationship more personalized and assertive.

Thus, when collecting user data, it is essential to analyze it to extract strategic intelligence. Which helps improve the customer experience and make the business more competitive and growth potential.

Self service

With the new solutions, modern companies are able to provide self-service channels such as chatbots. Thus, the operation can reduce costs in the service sector. But it also ensures customer autonomy to solve demands without the need for a human operator.

In addition, with machine learning, self-service makes contact increasingly assertive about user language and questions.

HOW DOES OLOSCHANNEL INFLUENCE DIGITAL TRANSFORMATION?

To begin digital brand transformation focused on customer experience, one of the first steps is to implement new technologies.

OlosChannel is designed to meet this demand and deliver an innovative customer experience. No matter what your communication needs, you can find everything you need in a single software, from omnichannel platform to a unique digital agent solution.

The tool unifies service channels by integrating email, phone, WhatsApp, Skype, chat, Facebook and more! With this, communication will become more fluid and your service operation will be very efficient and assertive.

Another highlight of the platform is the advanced data intelligence technology, which interprets mailing, distributing it to customer preference channels according to the relationship history.

OlosChannel can also be customized to your needs. This makes the most of the software and improves the customer experience. Want to know more? Talk to our experts and schedule a demo!

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