Connected channels
Posted: Sat Dec 14, 2024 9:35 am
A modern CX depends on adopting an omnichannel approach. The omnichannel philosophy holds that B2B companies should create digital systems that facilitate the free flow of customers, data, and employees across channels. It emphasizes breaking down digital silos and creating connected channels.
Today, B2B buyers regularly use ten or more channels when italian whatsapp number engaging with a vendor (McKinsey). They expect to move between these channels seamlessly. If you don’t facilitate that movement or are unable to deliver a unified customer experience, the customer will jump ship and look for competitors who are easier to work with.
4. Intelligent automation
More and more B2B buyers want access to self-service channels. Whether that means Chatbots, Digital Sales Rooms or Knowledge Bases depends on your customers. Understanding how and why they want self-service is essential to smart self-service implementation.
A top-notch CX strategy requires careful consideration when deciding when and how to implement self-service technology. Technology alone does not translate into superior customer experiences or happier customers. What matters is the user experience and how self-service tools integrate into broader customer service ecosystems.
Today, B2B buyers regularly use ten or more channels when italian whatsapp number engaging with a vendor (McKinsey). They expect to move between these channels seamlessly. If you don’t facilitate that movement or are unable to deliver a unified customer experience, the customer will jump ship and look for competitors who are easier to work with.
4. Intelligent automation
More and more B2B buyers want access to self-service channels. Whether that means Chatbots, Digital Sales Rooms or Knowledge Bases depends on your customers. Understanding how and why they want self-service is essential to smart self-service implementation.
A top-notch CX strategy requires careful consideration when deciding when and how to implement self-service technology. Technology alone does not translate into superior customer experiences or happier customers. What matters is the user experience and how self-service tools integrate into broader customer service ecosystems.