July 27, 2022

What a Great Digital Customer Experience Actually Looks Like

The global chatbot market reached a value of $525.7 million in 2021.

As more users interact with brands online, the need to provide a good digital customer experience has increased. Chatbots are one of the most useful tools you can use to improve the experience customers have with your company, so you should be looking to implement them as soon as you can.

For a rundown on the digital customer experience, keep reading.

What Is Digital Customer Experience?

Digital customer experience covers all of a user's online interactions with your business. Several years ago, this would have only been through your website but can now include various other mediums such as chatbots, social media platforms, and mobile apps.

Providing a good customer experience will make a huge difference to the success of your business. Around 5 billion people worldwide use the internet, so having a strong online presence is crucial for businesses to grow. Whether it's digital shopping, learning about your services, or just discovering your site, you want to make sure users have a good experience with your brand at all stages.

The Importance of Digital Customer Experience

Whatever industry you're in, you'll have competitors. If you want to be an industry leader, you need to make your brand stand out from the crowd. For any online business, this means impressing customers and giving them exactly what they want.

This doesn't just mean you need to provide high-quality products or services, but you need to make sure your customers enjoy every part of their experience, from discovering your company to the point of sale and even beyond.

If digital customers go onto your website or social media page, and things aren't presented how they want them to be, they'll quickly look to competing brands. Customers are actually more likely to turn to a competitor for a customer service issue than for a product issue.

It's been shown that the majority of customers are willing to pay more for a better experience. People are also more likely to buy from a brand that they have an emotional connection with. Providing a good customer experience is one of the best ways to build an emotional connection, leading to improved customer retention.

Related article: How to Integrate Whatsapp in Your Digital Marketing Strategy

Tips to Deliver the Best Digital Customer Experience

On a simple level, there are various things you should be doing to provide a good digital customer experience for your audience. This includes things like making your website user-friendly and providing customer help whenever it's needed.

While things like this will help with your digital customer experience, they're the kinds of things people expect from any business. If you want to stand out, you'll need to implement some more advanced strategies.

Interactions on All Devices

While in the past, people would only have online interactions on a computer, things are a bit more complicated now. More and more people are using tablets and smartphones for online shopping, research, and more.

You need to ensure that your online experience works seamlessly across all devices. This means making sure your website is mobile-friendly and that it adapts depending on the device in use.

Everything on your site needs to be clear and simple to use, and navigation needs to make sense. You also need to make sure you're providing support to users so that they can quickly get help if they have any questions. This is where an AI (artificial intelligence) chatbot can be incredibly useful.

It can pop up on your website, and users can interact with it, making it easier for them to find whatever they're looking for. When customers do have questions, contacting customer service can leave them waiting for a long time for a response. Chatbots can provide immediate assistance, making the experience a lot more streamlined.

Consistent Experience Across Channels

The fact that customers will be interacting with your brand through different platforms means that you need to ensure all of these are consistent and up to date. This goes for all channels that you have, including websites, social media accounts, and apps such as WhatsApp, Facebook Messenger and Instagram.

If customers start to notice inconsistencies, it will reduce their trust in your brand. By providing a consistent experience, however, you can help build much stronger relationships.

A good example of this is with food/drink businesses. If a customer orders food on an app and can then walk directly into a store to get it, they can bypass the queue and save themself a lot of time.

Think about any relevant integrations you can make that can provide customers with a better experience. Consider how you may be able to implement these strategies across various channels and ensure that they work together properly.

With a chatbot, a good way to do this would be to have it work across devices. If someone is at home on their computer, engaging with a chatbot, but they then need to head out, they may not have finished their interaction. By making it possible for them to continue on their smartphone, with the chatbot conversation jumping over, they'll be able to proceed without any issues.

Convenience and Ease of Use

As soon as things start to become difficult on your website, people will want to leave. You want to make everything as simple as possible for your customers so that they don't have to struggle to get what they need.

Depending on your business, this could be quite difficult to do. The more complex your website is, the more effort you'll need to put into simplifying things. Chatbots are ideal for this.

By interacting with a chatbot, users can save time and find things that could have otherwise taken them a lot longer. Bear in mind that you won't be able to predict every question that a customer might have, and therefore a chatbot may sometimes not be able to help. Because of this, most customers prefer it if a chatbot provides an option for live chat with a human when a bot can't resolve their issue.

If you start to notice some questions coming up more often, it can be a good idea to create a FAQ page. This way, people will be able to check there, and they'll often find the answers they're after. A search tool at the top of the page is also a good idea as it will help people quickly navigate to relevant parts of your website.

Personalization

Many customers feel that most brands don't care about them, just the money that they spend. It can be difficult to make a customer feel important, but it's not impossible. Personalization is one of the most effective things you can do.

One of the most common examples of this is through emails. You can send out emails to your customers that contain offers and promotions based on their previous interactions with your brand. Including customers' names in emails is also helpful.

With conversational AI, you can have a chatbot address customers by their name when it pops up. You'll only be able to do this with customers who are signed in to their account on your site so that you have their information.

On top of this, at Aivo we can customize a chatbot to fit your industry more appropriately. This way, we can cater to your target audience, giving a more authentic feel.

An Experience That Doesn't End

Some companies only think about the customer experience in terms of gaining new customers, and getting them to make a purchase. While this is crucial, it's also important to keep providing a good experience beyond this.

There are some simple ways you can keep giving value after a sale. A confirmation email is a good start, and if possible, this should provide the customer with tracking information so that they can see where their order is at any time. An email or notification that confirms the delivery can also be a good idea.

You could send an emaill shortly after the purchase asking the customer to fill out a survey on their experience. Not only does this show them that you value their opinion, but you can use the feedback to make improvements to your business.

AI Chatbots to Improve the Digital Customer Experience

Providing a good digital customer experience is becoming more and more important with time. You need to ensure that customers are having a good experience with your brand from start to finish.

Make sure your website is easy to use, helpful and works across all devices. Find ways to show your customers that you care about their experience with your brand, and constantly be looking for ways to make improvements.

AI chatbots are one of the most effective ways to make sure customers get all the help they need in a timely fashion. If you want to set up a chatbot on your site, Aivo has you covered. We've provided chatbot solutions for various companies in various industries and are fully committed to your success.

To find out more about how we can help your business, take Aivo’s product tour to get a look inside our conversational AI solutions.

Are you looking for new ways to improve your CX?

Our customer service solutions powered by conversational AI can help you deliver an efficient, 24/7 experience  to your customers. Get in touch with one of our specialists to further discuss how they can help your business.