Businesses must pay attention to the various factors that affect the volume of sales transactions. It is reported that 65% of transactions that occur in a business come from consumers who already know the existence of a business. In fact, the majority of a business’ future profits will come from consumers who have already made a purchase transaction previously. So, what can your business do to obtain returning, loyal customers? The answer is simple: build actual relationships with consumers!
A relationship between a business and consumers should not center only around sales and transactions. Millennial and Gen Z consumers want real relationships which brands they frequent. According to Forbes, consumers tend to incline towards businesses who appear friendly, comfortable, trustworthy, sometimes even one that equates to friendship. Once your business has won the trust of consumers, maintaining and developing these relationships would be the other half of the equation.
When your customers begin to feel that their needs have been met and are able to receive fast and timely responses when communicating your brand, it becomes a basis for the consumers’ consideration to be loyal. To achieve these two things, maintaining the relationship between your business and consumers nowadays can be done by maximizing the use of various real-time communication channels.
Fulfilling Consumer Needs
The main objective in the existence of a business is to meet consumer needs appropriately in the best ways possible. Products that are functional, efficient, and compatible are indeed a consideration for consumer behavior. However, these are not the only major concerns. Consumers also consider other factors as needs that you must fulfill. There are three factors that brands must be aware of: the need for accurate product information, a convenient way to make purchase transactions and equality in business communications.
When your business has managed to identify what consumers need, it will be easy to understand consumer expectations. The positive impact of finding consumer expectations is the possibility of making potential customers who are initially strangers become loyal customers. Infiniti Research argues that in order to find out what consumers need for service effectiveness, businesses can do it with various methods including analyzing the customer’s journey when processing transactions.
Customer journey is a visualization of the process that consumers experience with a product or service. This starts when a consumer tries to communicate with a business for a purchase transaction. Analysis, in this case, will help you identify marketing strategies that help keep consumers coming back for more.
The Importance of Quick Responses
The first step in the customer journey stage is marked by the desire in consumers to communicate with you. Consumers expect communication with businesses to be carried out through channels they are familiar with across different channels. Therefore, if businesses use various communication channels, there is one thing that businesses often don’t realize. The number of messages that come in various communication channels will have an impact on the time it takes for customer service to respond to consumers. Your customer service responsiveness will be rated low if it takes longer for your customer service agents to access each type of communication channel. Will this have an impact on your consumer’s judgment to make a purchase? Of course! In the worst-case scenario, consumers will finally decide to continue on-going communications and cancel their purchase transactions.
Many businesses fail to pay attention to the response time of their agents to consumers. In fact, timely responses rank the highest among other aspects that are considered by consumers. This means that fast and efficient response to customers should be one of your top concerns.
In this era, businesses are lucky because the problems arising from the use of various communication channels can be overcome with a system called multichannel chat. Multichannel chat is a system that can integrate various communication channels such as Whatsapp, LINE, Messenger, Live Chat and other communication channels onto one dashboard effectively and efficiently. Qiscus, as a technology company that provides chat technology, has a multichannel chat product: Qiscus Multichannel Chat.
Reach Loyal Consumers with Qiscus Multichannel Chat!
The right step to gain your customer loyalty is to use Qiscus Multichannel Chat. Besides being able to unify all communication channels onto one dashboard, Qiscus Multichannel Chat also has many other features, including useful ones like Agent Allocation and Analytics Panel.
The products you offer will become more attractive when balanced with fast service. The Agent Allocation feature will help you realize this. There is freedom to access accounts on multiple devices and automatically share messages evenly with every agent so that your customers won’t need to wait long to get a response. It doesn’t stop at Agent Allocation – Qiscus also provides another interesting feature, namely Auto Reply for predefined message types so that businesses no longer need to spend time responding to the same message types. Your business productivity will also increase because of the convenience that Qiscus Multichannel Chat has to offer.
The performance of each customer service agent can be monitored and his or her interaction measured on the Analytics feature. This feature displays number of conversations, chats, agent performance and logs on top of other important data. Chat data between customer service and consumers will allow you to plan future business strategies. By default, the analytics feature provides sufficient information regarding interactions that occur in multichannel chats. Interestingly, Qiscus is also able o provide special analytics parameter services that can be tailored to your business needs. You can use these analytical parameters to find out relevant customer insights in order to achieve consumer loyalty.
If you want a more effective channel of communication, you can start using the WhatsApp Business API, which is also available via Qiscus Multichannel Chat. Find out more about the WhatsApp Business API and how it impacts your business communication in the following articles.
Don’t wait for tomorrow to maintain your existing customers. Improve your business performance in building actual relationships with consumers through meeting their needs and providing fast responses. Qiscus is ready to help you achieve customer loyalty by providing a communication channel that suits your business. Click this link to discuss further with Qiscus.