Advances in technology have transformed the ways organizations connect with their customers. As the speed of business continues to ramp up and the public expects more from engagement efforts, it's vital for ecommerce companies to keep pace. Seizing emerging business opportunities and scaling up takes agile processes and strategic partnerships.
Solutions to drive improved customer care
"An organization must begin with a foundation of high-quality customer care."
To build a successful customer engagement strategy, an organization must begin with a foundation of high-quality care. Secure, reliable systems for online payments make people feel safe doing business with a company. From there, efficient logistics with regular notifications from an order management system build their trust.
If any issues arise with an order, an organization must be ready to act. With timely intervention from experienced contact center personnel who solve problems via phone or chat, these customer relationships may prove stronger than ever. By establishing processes that consumers can count on and open lines of communication, an organization sets the conditions for great experiences.
The new face of engagement
One-size-fits-all approaches to serving customers are not enough in today's fast-paced marketplace. As more people have embraced the speed and convenience of using ecommerce sites or mobile apps to shop and communicate with organizations, they have also come to demand a great deal from those interactions. Many businesses are rising to the challenge: A study from IBM noted that the companies leading the way in engagement are the ones that operate across multiple channels to offer personalized, customizable experiences.
The key to making this high-powered engagement possible is data. Organizations are drawing on an array of analytics tools to get to know consumers better, learning about what products and services they're interested in and how they respond to marketing campaigns or other communications. With a real-time view into the experiences of the people they are serving, leaders can adjust their company's strategy and strive to meet its customers' unique needs.
Working with a knowledgeable partner
Competing in a world of global ecommerce is difficult, especially when consumers are constantly expecting faster, better service. Businesses can gain a leg up by taking advantage of the established infrastructure and operations of an experienced partner. SFG brings companies access to the data insights, customer care technology, and warehousing and fulfillment services they need to maintain long-term engagement and continue growing.
