Improve Customer Experience with Digital Transformation

As a business, one of the most significant challenges is to retain customers. However, companies are faced with frustrated customers daily. It could be due to stock unavailability, incorrect delivery addresses, or issues with the order.

Statistics show that most of the time, only 1 out of 26 customers will share their frustration with the business. The majority will leave without informing the company. According to PWC, 1 out of 3 loyal customers will leave a provider after just one bad experience. Therefore, it’s essential to understand and work with your customers to retain their trust for a long time.

In this article, we have identified 3 main ways to better understand your customers and improve customer experience using digital transformation.

3 Ways to Improve Customer Experience with Digital Transformation

1. Surprise Your Customers With Data
2. Understand Your Customer’s Behaviour
3. Provide Seamless Customer Service

Surprise Your Customers With Data

Improve Customer Experience with Digital Transformation

Improving customer experience with digital transformation can involve surprising customers with new and exciting data. In 2023, customer experience has become predictable. Consumers expect discounts during the holiday season and receive weekly newsletters from companies. However, surprising customers with something new can boost their experience by up to 58%. This is where digital transformation comes in.

One way to surprise customers is by implementing an AI system that suggests products or services based on past purchases or interests. For example, Netflix’s AI system suggests shows to users based on their watch history and ratings. You can implement a similar system in your business and provide a personalised experience to customers based on their past buying patterns.

Another way to surprise customers is by providing real-time updates on their orders. Customers expect to receive their orders on time, and any delay can lead to frustration. To avoid this negative experience, improve your delivery processes by implementing a Delivery Update feature.

This feature integrates with your existing software and connects your drivers with the customer service team. Your team can receive the latest information on the product and update customers accordingly.

One of our customers is using this feature and has noticed improved customer satisfaction with their services. Moreover, it improves the customer experience, making it seamless for both the consumer and the team.

Understand Your Customer’s Behaviour

Improve Customer Experience with Digital Transformation

Another way to improve your customer experience with digital transformation is by using predictive analytics. This digital technology allows you to identify various changes in your customers’ behaviour. You can track their buying patterns, product trends, and even predict if your customer is considering leaving your company.

Here’s how it works: Let’s say your customer usually orders 20 boxes of your product every first Tuesday of the month. Suddenly, they decide to order only 10 boxes and show no interest in new products. In most cases, this change goes unnoticed by many companies.

However, those who use digital technology receive instant notifications highlighting a change in customer behaviour. This information is passed onto your customer experience team, who can clarify the sudden change promptly.

By having this level of transparency, you can be sure that your customers will feel closer and more protected with you. For you, digital transformation can prevent unwanted lost deals and unsatisfied customers.

Provide Seamless Customer Service

Improve Customer Experience with Digital Transformation

To finish off our examples of various ways to improve customer experience with digital transformation, it’s essential to focus on providing seamless customer service.

In this day and age, customers expect quick and efficient service, and if they don’t receive it, they may leave your company.

One way to provide seamless customer service is by implementing an AI-led chatbot. This tool allows customers to interact with your business 24/7, and they can receive quick and accurate responses to their queries.

Another way to provide seamless customer service is by implementing a self-service feature. It allows customers to find answers to their queries themselves. For example, if a customer wants to know about your company’s return policy, they can find the information on your website.

These tools help to reduce the number of calls you receive, and it provides a seamless experience to your customers.

Conclusion

Improve Customer Experience with Digital Transformation

Digital transformation is a powerful tool for improving the customer experience. By implementing the right technology, businesses can provide a personalised experience to their customers, understand their behaviour, and offer seamless customer service.

To achieve this, it’s essential to work with a trusted software partner who can help identify customer needs and select the appropriate digital transformation tools for your existing systems. Allsop Software can be that partner for you!

Reach out to us or subscribe to our newsletter to learn more. In the end, embracing digital transformation is the future of customer experience. Businesses that don’t adopt this approach risk being left behind.