Category: Digital Consultancy & Business (EN)

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Digital Consultancy & Business (EN)

5 Extensively Asked Questions About Digital Customer Service

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5 Extensively Asked Questions About Digital Customer Service

  • Tags Digital Customer Service

Importance of Digital Customer Service

Digital customer service (DCS) is the experience a customer has whilst communicating with a company via any number of digital channels. This interaction may be needed for carrying out a transaction, gaining a response regarding an inquiry, solving an issue, or seeking advice.

Consumer-centric marketing solutions have become increasingly prevalent among many types of businesses. Even traditional brick-and-mortar stores have started to serve customers online. New digital approaches created opportunities for organizations to engage with their customer base via various channels.

It’s crucial to develop more innovative approaches in order to enhance customer relationships while using digital solutions. Right now, when people interact with businesses they rely on a wide range of options. They use emails, messaging applications, social media, chatbots, and other forms of communication. So it’s important to know more about the newest solutions in order to deliver the best digital customer service.

How Can Digital Customer Service Improve Customer Experience?

A positive customer experience is the main factor behind a successful business. It improves your earnings as well as market visibility. It can assist you in converting your customers into ambassadors of your company with a high degree of brand loyalty. Consumer behavior is rapidly evolving as a direct consequence of the countless developments in the world.

This is the era of digital transformation. Therefore it is critical to incorporate more digital solutions into your projects to enhance the customer experience. Understand what are the needs and requirements of your target audience. The most effective way of advancement isn’t just utilizing the best solutions available. You must gain a greater knowledge of your target audience before determining what would be helpful for them.

Amazon, for example, provides a great digital customer service platform that includes live chat, email, and phone support. Additionally, the company provides a self-service help center with instructions. Netflix provides customer service via live chat, email, and an AI-powered chatbot that could help consumers with simple requests and issues.

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How to Measure Digital Customer Experience?

People frequently abandon their shopping carts before finalizing an online purchase. Sometimes the desired product is inaccessible, or the website needs a long time to load. Each occasion is characterized by numerous aspects, each of which could result in a sale or an abandoned cart.

Multiple aspects could have an unfavorable effect on the sales cycle. So it is crucial to examine each significant step that clients take. You could collect and analyze your information using a digital experience analytics platform.

Digital experience platforms (DXPs) like OutSystems, Bloomreach, and Glassbox could be beneficial to you. You should always monitor a few important metrics, like net promoter score. It will help you to avoid loss of income or different issues later.

How can AI Enhance the Process of Digital Customer Service?

Artificial Intelligence is capable of enhancing digital customer service in a variety of ways. Chatbots are a well-known example. They give clients quick responses. Also, they lessen the pressure on employees by performing various tasks with human-like precision.

Ai solutions could help you reduce costs, optimize resources, and would allow you to be more easily accessible. It could improve your brand’s reputation and enhance client loyalty. Many business leaders use AI solutions to develop personalized experiences for their customers and become more visible on the market.

Why is Digital Transformation Crucial for Good Digital Customer Service?

Digital transformation could certainly assist you in fulfilling modern demands. It could assist you in transforming company operations through the adoption of new digital procedures and technology. However, remember that before starting a digital transformation, you must first identify all of your goals in your digital transformation strategy.

Digital transformation enables companies to meet shifting customer expectations. Businesses may digitize and simplify their operations, eradicating the necessity for human intervention and improving productivity. Companies that get insights into client habits and preferences are better prepared to provide personalized assistance to clients. Based on the client data you obtain, you could be able to deliver customized suggestions, promotions, and support to your audience.

How to Create an Effective Digital Customer Service Strategy?

A digital customer service strategy ensures satisfied consumers in the Digital Age. Your digital customer service strategy explains how you intend to provide assistance to consumers via digital channels. There are several steps and factors that you must consider in order to get the best results with your efforts.

First and foremost, you must be aware of the channels of communication that your customers use. You cannot effectively assist your consumers if you do not have social media interaction. You must determine which techniques are best for your potential clients, and internal customers. Determine which solutions could help you the most in general. It is critical in order to successfully sell as many goods or services as possible.

Many consumers expect brands to present them with self-service options. For starters, self-service alternatives are extremely convenient because clients control everything by themselves and are very happy about it. Also, your team would have the time to concentrate on more challenging assignments.

Aside from that, ensure that your consumers are still able to reach your team personnel should they require further assistance.  It is critical to have a qualified team of workers who can provide the best customer support for consumers and assist them with any difficulties.

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Digital Consultancy & Business (EN) Featured-Post-ECommerce-EN

What are the different types of Supply Chains? 

What are the different types of Supply Chains? 

  • Tags Supply Chains, Types of Supply Chains

Steps of the Supply Chain

A supply chain is a network of individuals, organizations, resources, activities, and technology that are involved in the creation and sale of products. A supply chain is a big process that contains several different aspects, like the delivery of necessary materials to the manufacturers and then sending of the products to customers.

Supply chains have several fundamental steps. First of all, you start with sourcing new materials, then you refine these materials into basic parts of your product, next step entails combining these parts to develop the full product. Since the product is ready you start working on order fulfillment and sales. Then comes the product delivery part. The last step is mostly about customer support and generally how return services work.

There are several different types of supply chains that ensure the success of the supply management system for your company. Since the supply chain is so complex, you have to carefully choose the model which will be most suited to your business requirements.

Continuous Flow Model

This is one of the most traditional models of supply chain and works best for businesses that operate with more stability. This model is used by many well-established industries, such as PepsiCo. Without stability, you’ll have less chance of using this model successfully.

For example, you can use this model when you produce the kind of products that always have stable demand on the market. Also in this case you can pay less attention to the customer demand profile.

Fast Chain Model

The fast chain model is one of the newest addition to supply chain strategies. It’s used by businesses that have products with shorter life cycles. For example, fashion designers might have a specific line of designs per season that won’t be repeated again. Indeed, it’s very useful for trendy products and even Nike is actively using it.

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Efficient Chain Model

The efficient chain model is best suited for hyper-competitive industries. With this supply chain model, the end goal is to maximize efficiency, have proper inventory management and maximize output from production equipment and labor.

General Mills actively uses this model, because their products don’t really differ from the ones that its competitors make, and also all of them have the same target audience.

Agile Model

A supply chain needs four components to be considered an agile model: virtual integration, process alignment, a network base, and market sensitivity. Virtual integration requires more information about market demands and how they changed. Process alignment is mostly about sharing supply chain responsibilities across the different aspects of the business.

The network base ensures that every role and responsibility will be equally divided between every actor in the supply chain. Market sensitivity is the component that changes the rate of production when demand in the market changes. Businesses that deal with demand variation highly benefit from this model, great example is ZARA because this way they are always attentive and look for new trends on the market that can be integrated into their business.

The Custom-Configured Model

Custom-configured model is focused on providing custom configurations and is most suited for companies where multiple configurations are required for products. It’s basically a combination of agile and continuous flow models.

For example, the company L.L. Bean lets their customers customize their backpacks before they place their orders. Compared to more traditional models custom-configured models might require additional investment from the company.

The Flexible Model

A flexible model will help you to manage the increase in demand during certain periods and also will help you out when the demand is low for a very long time. The supply chain should have these three key elements to be considered flexible: part segmentation, accurate stocking algorithms, and flexible planning.

For example, Staples is using a flexible model while delivering paper and writing utensil products. They realize that the demand for their product will be high during the beginning of school season and ensure that their stock will be full on notebooks, rulers, pens, pencils, etc. They manage everything based on the flexible model and are considerate of specific timelines, processes, and how demand could change in the market.

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5 Steps to follow in Design Thinking

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5 Steps to follow in Design Thinking

  • Tags 5 Steps in Design Thinking, Design Thinking

Importance of Design Thinking

In the modern world, design thinking is becoming increasingly important for numerous companies, because it’s a human-centered, innovative approach that’s focused on the needs of people and combines the possibilities of technology and all the requirements that businesses need for success.

You can apply design thinking to various fields because with this strategy you will be able to solve customers’ requirements with creative solutions. The main focus here is to always find solutions.

Empathize: Research Your Customer’s Needs

For successful design thinking empathy is crucial. You have to understand more about customers’ likes, dislikes, attitudes, habits, aspirations, etc. You have to connect to them on an emotional level. Understanding more about their culture and what kind of social environment they live in will help you a lot as well.

While focusing on the human-centered design process it’s important to turn empathy into your strongest tool. Information that you can get out of his process will most definitely help you to increase the demand for your product or improve your service.

Define: State Your Customers’ Needs and Problems

In the Define stage, you have to analyze the information that you got from the first stage. Organize data and look into the details that your team gathered to understand what could be the core obstacle for you and how you can overcome it. But this process shouldn’t stray away from your customers, you should always have them in mind.

At this stage, you’ll get enough ideas to establish several ways of dealing with your problems. Be very considerate at this stage, try to see the problem from your customer’s perspective, and avoid describing it in your words, which will be most definitely related to your company’s needs. This way you’ll have a clear idea about more solutions or at least you’ll ensure that your customers will be able to solve any issues themselves.

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Ideate: Challenge Assumptions and Create Ideas

At this stage, you are more prepared to generate ideas. You know what your customers need and you analyzed the data to create user-centric problem statements. Your team is ready to look at these problems from different perspectives and think about innovative solutions that will aid you with the problem statement.

There are numerous ideation techniques that will aid you in this process, such as Brainstorm, Brainwrite, etc. You need to think freely and expand your imagination to find the most crucial aspects of your problem statement. Test your ideas, delve more deeply into them and choose the one that will help you to move forward.

Prototype: Start to Create Solutions

This is an experimental stage, where you go through what you discovered in the ideation stage. You are identifying the best solutions for every problem, that was identified in the first three stages. Solutions are tested to determine how they will benefit customers and based on the results they are accepted or rejected.

By the end of this stage, it’s clear what are limitations of specific products and what problems are they really facing. No matter what you are working on, without going through this step it’s very hard to finalize your work successfully.

Test: Try Out Your Solutions

Based on the solutions that you found from the prototype stage you have to test everything on your product. This is the last step in design thinking. The end results might often show you different problems as well or just make you think of better solutions for your problems.

The ultimate goal here is to get a deep understanding of the product and its users and from the first stages, you already have information to maneuver easily through different scenarios. It’s important to get proper feedback from your customers as well. Also, what you are working on should be interesting for them.

What We Offer

For more similar articles, make sure to scroll through our Publications on Edana. Your Swiss Digital Agency is ready to provide you with Expert-Level assistance built on customer loyalty, progressive ideas, and dedication. Our expertise includes Business Models and Planning, and many more.