"We need to have our technology stack organized before we can start upselling and cross-selling to customers," says Morgan. "The better our customer data is, the more we can sell because we know what's happening with our customers - where they are in the customer journey, what they need and what their intent is."
versatile enough to provide these insights while assisting customers with service requests. Their features include:
Customer interaction analytics: By analyzing call recordings or live chat transcripts, retailers can identify patterns in customer interactions and proactively identify where the customer experience should be improved.
Customer Journey Mapping: Retailers can track customer touchpoints across multiple channels (such as website, social media, or email) and analyze the entire customer journey to identify pain points and improve CX.
Customer feedback and surveys: By sending feedback forms and surveys after an interaction, companies can learn more about their customers' experiences and preferences and thus improve their products and services.
Once companies have a clear idea of the improvements needed, they can gradually begin implementing them.
"It's all about tiny differences," says Morgan. "Sometimes a tiny effort to netherlands telegram data improve the customer experience can make the difference between winning or losing a customer. These small improvements add up to make a huge difference to a brand over time."
Service agents can save time by using the chatbot feature to answer simple inquiries about opening hours, contact information or status updates.
2. Build authentic relationships on social media instead of just posting ads
"I believe traditional advertising is on the decline," says Morgan. "Retailers should instead focus on presenting useful content to their customers, being there for them, providing value and enriching their lives."
Capterra's survey results confirm that the best way to convert customers is often not to bombard them with social media ads, which can quickly lead to them becoming tired of ads. In the last year, 39% of online shoppers worldwide have blocked specific social media ads and 29% have blocked or unfollowed a brand.