Customer Experience(CX): New Masterplan To Reignite Growth

Customer Experience(CX): New Masterplan To Reignite Growth

In today’s fast-paced, omnichannel world, customer experience is equally as important as a brand’s promise. Having a digital front office improves clients’ understanding of the changing digital needs of customers. Consequently, companies can now meet and exceed shifting customer expectations and simplify complex interactions to deliver early and intuitively on brand promise consistently across all customer touchpoints. This allows for a pivot in growth strategies to profitable areas beyond the core and funds new growth by optimizing costs in other parts of the organization.  

Breakthrough marketing and sales-led growth especially in 2021 require a new model for marketers that are seamlessly integrated, data-driven and technology-enabled. Companies must bring together their marketing and sales function, strategies and capabilities to drive results across the entire customer lifecycle through hyper-relevant, best-in-class experiences. This is why we suggest our Digital Front Office to enhance CX—JivoChat Operations and TEC’s Intelligent Sales and Services Operations—to help our clients achieve new levels of collaboration across the marketing, sales and service organizations by unleashing the power of robust data, advanced analytics and enabling technology for sustainable growth.

Our Approach To Tailor Fit Digital Customer Experience

We believe that delighting your future customers lies in being client-centric. This has become only more important in today’s digital world. It means creating a culture that seeks to continuously improve customer experience. We will help you drive experience transformation and rigorously design and prioritize the customer experience.

  • Design and ideation lab — builds and manages the pipeline of new ideas that deliver your vision
  • Engine room — defines the operating model and is responsible for delivering working prototypes from the user journeys developed by the ideation lab
  • Deployment hub — drives the delivery initiatives at scale, e.g., people, process, policy, adoption of technology through the engine room
  • Transformation office — sets the program strategy, drives delivery execution, and engages executives and stakeholders throughout the process

When it comes to serving the customer of the future, the answers lie in being client-centric, especially in today’s world. It’s not about implementing technology to improve customer experience — it’s about running a business like a digital leader.

customer experience

The structure of almost everything we do like how and what people buy, how and where they work, how they interact with others has been drastically changed by world events in 2020. The consumer behavior shifts we’re seeing today are not a blip. They are likely to stay with us for a long time, some likely forever. Some have been in motion for years, and many have been accelerated by the COVID-19 pandemic.

4 Ways To Uptrend Your CX 

We leverage TEC’s deep expertise in innovation, analytics, risk and cybersecurity to help you build necessary capabilities rather than simply technology. Omnichannel is the new channel when it comes to managing customer journeys. 

The digital consumer expects speed, agility and self-service, virtually. The interactions on digital mediums are serving more than just a bridge to traditional call centers. Per the survey, nearly 50% of the service requests raised were through chatbots, self-care applications and social media platforms. The change is here to stay. Four pillars by TEC CX experts will guide you to address common mistakes and promote a seamless omnichannel and multichannel customer experience.

  1. Advanced Analytics to comprehend Customer Behavior

Contact centers produce a huge quantity of valuable information. Call recordings alone can amount to as much as 1 terabyte of data every day. However, much of this data is unstructured. As a result, companies have historically struggled to tap into its value. TEC can apply advanced analytics to this trove of data, enabling them to gain a better understanding of the reasons for customer contacts.

  1. Co-Opt the Contact Center to Support Digital Services

Rather than forcing customers into digital channels, we assist companies to create the conditions that will encourage them to change their habits over time by themselves. To get customers into the habit of using digital self-serve, TEC believes that there are five criteria that are very important. So we help the company to develop action plans to deliver so that the customer must:

  1. Know that the channel exists.
  2. Be confident that they will get the outcome they want.
  3. Have a good enough reason to try the channel.
  4. Have a seamless entry process that involves less effort than doing things the old-fashioned way.
  5. Be satisfied that their needs were met with minimal effort.
  1. Fusion of Digital Self-Serve and Human Support

We determine how the digital and human channels of your firm can best support each other in helping customers resolve issues or complete transactions faster. Human-assisted channels, such as chat, social media, and community forums, can add more value if their purpose is to help a customer remain with digital self-serve.

  1. Reduction Of Failure Points by Analyzing Human and Digital Contacts

TEC combines digital and contact center analytics to identify and eliminate the digital failures that lead to new contacts with human agents. The most valuable insights come from linking together the footprints customers leave when they interact with each channel. This allows us to identify the points where customers are abandoning self-serve and calling the contact center.

Let us guide you to a better future with the best CX   — one where every customer interaction is smart and seamless, every process is fully automated and paperless, and everyone is ready for whatever the future holds. Get your quote now.

How Do I Choose A Digital Marketing Agency In Canada

How Do I Choose A Digital Marketing Agency In Canada

After the Covid-19 pandemic, it is an absolute necessity to find an authentic digital marketing agency in Canada. A professional firm can truly understand your requirements and assist with a tailored solution. Online businesses that have partnered with a professional SEO agency or digital marketing agency are dominating the current market.

A digital marketing agency can assist you in developing a professional website, SEO, SEM, email marketing, content marketing, online advertising and more. But the most confusing and important question is, how do you find the right SEO agency in Canada to help you with your marketing needs?

5 Factors To Consider While Choosing A Digital Marketing Agency In Canada

How much does it cost to hire a digital marketing agency?

The average cost for digital marketing services in Canada in 2021 ranges from $2500 to $12,000 per month for small-to-midsized businesses (SMBs). But you need to keep in mind how much marketing budget have you set aside and how much can you spend on consultant firms.

The TEC suggest to look around for various digital marketing agencies in Canada and find the company that best suits your budget and needs.

However, one must not forget that cheap doesn’t always mean good as low-cost SEO agencies in Canada may not have the experience or the skills necessary to get you the results your company desires to achieve.

Experience

This is one of the most important factors while choosing a digital marketing agency in Canada as it separates new startups from others.

The client should inquire about how long the agency has been in business and what digital marketing experience they have. The client can be very specific and find out if the SEO agency can help them with their unique business model or not. They could be the best digital agency in Canda for promoting restaurants but what about fashion retail stores or the pharmaceutical industry?

Strategy

Every SEO firm in Canada explains its tactics and workflow to its clients for better trust and results. It is very important to bring all the members of the firm to bring to the same site page to save resources and manage time. These crucial yet small strategies should be analyzed and expected from the agency approached.

Services Offered

There are distinctive areas in a business that requires a professional touch. The most important task of any digital marketing agency in Canda is to build a high-traffic website that caters to the interest of the client. Any SEO agency in Canada must have relevant experience and tools to achieve desired results in a specific time.

Identify what other fields they specialize in, such as social media, email campaigns, pay per click, and more.

Case studies

Agencies or SEO firms generally showcase their case studies on their website which can be used by the clients to make a better and informed decision. These case studies can also be used to set goals and check the credibility of the agency.

Do You Need a Digital Marketing Agency In Canada?

Are you in need of a digital marketing agency in Canada? If so, allow The Expert Community to help you. We are committed to helping organizations across the private, public, and social sectors to create SOLUTIONS THAT LASTS. We partner with our clients to transform their organizations in the ways that matter most to them

Offering a wide range of services and cater to businesses of all shapes, sizes, and industries. Contact us today for a free consultation. Let’s find out if we would be a good fit.