2. Self-service tools: allow customers to resolve their own issues whenever possible

[mdsojolh43]

According to a recent Esendex customer engagement survey, enabling customers to find answers to their own questions ranks as the 6th most important customer experience requirement.

This may be because the pandemic has forced many people to rely on self-service tools and get used to this method. Another possible explanation is that consumers are increasingly impatient these days.

Here are some examples of self-service options to improve the customer experience :

● a knowledge base on available products – you can fill it with blog articles written by your experts, guides and how-to videos;

● FAQs – a space to host all frequently asked questions and relevant answers;

● chatbots – a bot can easily handle the most repetitive queries and even provide an answer to customers who inquire outside of opening hours;

● a community forum – a place where your customers can come together to share their experiences;

● Dedicated technology – if you have a lot of customers calling to make a payment, you may want to consider implementing a mobile payment solution to simplify the process.

3. A multichannel experience: giving customers the ability to choose their preferred channel
Consumers appreciate having multiple ways to contact customer lithuania whatsapp list service, yet only 18% of businesses globally offer just one channel of communication.

Make it easy for your customers to access different modes of communication so they can choose the one they prefer.

Some customers may even switch from one channel to another. A multichannel communication strategy (also called omnichannel) will help you improve the customer experience . To do this, the contact process must remain consistent as the consumer moves from one channel to another.

Improving the customer experience in logistics and transportation through SMS
Despite market conditions, it is essential for transport and logistics companies to meet consumer expectations. That is, they must offer the right product to the right person, with an optimal price-quality ratio and at the right time. An additional factor must now be taken into account: a satisfactory customer experience .

To improve customer satisfaction in logistics and transportation, a company must first and foremost have a good understanding of consumers. What do they expect from you? For the majority of customers, being informed throughout the purchasing journey and being able to easily get in touch with companies are elements that play an important role.

By using mobile messaging channels , such as SMS, RCS, and WhatsApp, you can benefit from high engagement rates (up to 98% open rate and 45% response rate).

Here are the best ways to use mobile messaging to keep customers, staff, and vendors informed:

● booking confirmations;

● delivery tracking;

● delivery status updates;

● relevant information throughout the customer journey;

● answers to customer questions/requests.

SMS notification has many advantages for companies from various sectors of activity and more specifically for offering a quality customer experience .

Find out now how to improve the customer experience in logistics and transport , but also in e-commerce by using Esendex. You can contact us now to let us know your needs.