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Some think that the customer experience ends when a customer finally makes a purchase. Actually, it’s only a part of it. The customer journey is a long adventure that includes every interaction made by a customer to a business and or a business to a customer, meaning this includes a customer's experience after the purchase.
But this doesn't assure you that everything will be smooth sailing since they made the purchase. There are other factors that can drive customers away, and one of these is having poor customer support. We all know that products and services can go wrong at times and that's when customer support comes in. But, if you can't deliver great customer support, then say goodbye to customer retention. There are many ways in solving this. In this article, we will focus on digital content and how it can help boost your customer support platform.
1. Create Customer-centric content
Always think about your customers so that your content is easy to understand. Not all customers can understand jargons or technical words. Creating content with technical words can frustrate customers, thus losing their interest. In making content, make sure the content is simple and straightforward enough for them to understand. This helps in promoting a positive customer experience for them.
To help you to create content, make sure to do your research. Find out what your customers commonly ask and make sure the answers are easy to find. Never assume information about your customers. This will only ruin your data collection and content creation.
2. Have content interaction options
Customers have their own preferences when it comes to content. Some want in-depth information; some want the opposite; then, some want videos. No matter what their preference is, better make sure to find a way to fulfil all of these. Creating options for customers for them to choose gives them the freedom to have their own experience.
In line with this, also make sure your website is optimised in order to cater to a wider audience. Customers want a flawless experience no matter what platform they are using.
3. Always test and optimise
Not everything is perfect the first time around. That is why you will need to do further testing of your content to know if it is effective or not. You can use different tests to know how effective your content is, such as User Experience (UX) and A/B Testing. Data gathered from these tests will help you figure out what and where it went wrong, thus helping you figure out and understand the revisions to be done.
Nowadays, it is important to provide the best customer experience. And digital marketing can help improve your customer support. We should change the way we think about digital marketing since this strategy doesn't only help attract customers, but also help in fostering relationships and making it long-term.
Excellent customer support should be provided to achieve wonderful customer experience and foster trust between business and customer. And Global TeleForce has the solution for this. With our call centre outsourcing, our trained and skilled staffs have the experience to provide only the best experience even after purchase with less the operational cost. For enquiries, contact 1300 77 88 62 or email enquiry@globalteleforce.com and get a FREE consultation.
Source: http://globalteleforce.com/blog/how-digital-content-can-help-boost-your-customer-support-platform
Publish Date: November 23, 2017 5:00 AM |
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