The Importance of Going 24/7
Or why Messenger-Based Sales is the Emerging Trend in Digital Sales
Technological advancements have triggered the creation of globalization, which has made geographical location irrelevant and introduced us to 24-hour business culture.
In other words, technological progress has resulted in the restructuring of the business environment. In today's digitalized era, customers started to forget what 'closing time' means and this is happening because businesses today don't ever 'close' to the public anymore.

Besides, to remain competitive, brands these days understand that they must provide customers with 'nonstop service,' which today, -- thanks to the various new software -- can operate efficiently and smoothly. Indeed, it comes to no surprise that many companies operating only during their business hours, or 9 to 5, struggle to compete with brands that offer round-the-clock service.

To remain competitive, brands these days must provide customers with 'nonstop service,' which today, - thanks to the various new software - can operate efficiently and smoothly.
Demanding communication day and night

Although customers are probably your brand's number-one priority, they may not always feel that. And one of the ways to communicate this better is by providing them with the opportunity to interact with businesses at all hours via communication platforms customers prefer or use most. In case you want to learn more about how to bring out that you're prioritizing customers over anything else, then you should have a look at this quick read about Messenger-Based Sales, which explains everything you need to know about how messaging apps matter to both modern-day provider and consumer.

Being always available and providing quick access to brand's contact details is, of course, an integral part of any successful business. According to Live Chat Benchmark Report 2017 -- which is based on the world customer service data from companies across the globe –- customer expects responses on chats to be faster than emails, making the average wait time for chat only 45 seconds. The always-on connectivity and hyper-connected lifestyle have been changing customer expectations triggering them to become more and more demanding and less patient.

Being always available and providing quick access to brand's contact details is an integral part of any successful business.
This, however, doesn't mean that one must continuously stay online to be able to assist customers, address specific issues or resolve their problems. Automated chats and responses, for instance, often come in handy for some reasons. Firstly, customers often tend to ask similar questions, which makes the automation process logical and secondly, automated chats can provide support, -- such as guiding through purchase procedure or helping with flight details -- which serves to be a much better solution than leaving anyone without a response. Interestingly, it seems that chatbots are here to stay as they, by becoming more and more intuitive, have been revolutionizing communication between businesses and their customers.

Consumer want personalized quick experiences

As been mentioned earlier, for better or for worse, the digital age has been increasing consumers' expectations to the point of no return. Modern-day customers, however, not only expect to access content, receive assistance, purchase product or service instantly, but they also demand these ongoing interactions with companies to be personalized. And if a brand cannot meet these expectations (which consumers also require to know on the spot) then most likely it will lose its potential customers because speaking to them on an individual level has become critical for almost any kind of business.

A study conducted by Customer Thermometer reveals that customers in the United States want companies to care for them, to understand them, and to make them feel special. For this reason, businesses must focus on potential customer experiences, cater to their needs, and prove to them that their preferences are kept in the company's mind. Hence, to leave consumers with a good lasting impression, brands must be able to provide them with 24/7 tailored experiences.
To leave consumers with a good lasting impression, brands must be able to provide them with 24/7 tailored experiences.
Would Self-service be the future?

With time, however, our connected consumers will expect brands to keep on improving their buying experiences, their questions to be answered more quickly and problems also fixed at a faster rate than now. Moreover, according to Fast Company, the only way to resolve the future of customer impatience and their high demand for speed will be a self-service, which is already trending in Brazil, Singapore, and China.

Self-service offers online support to customers without having to seek professional help. The idea is to provide customers with valuable content to create for them better experiences."Self-service has the biggest impact when based on a win-win philosophy. The primary goal should always be an improved customer relationship. The advantages for the organization are efficiency as well as higher profits." (Fast Company)
MARCH, 29 / 2019

TEXT AUTHOR: IRINA KVASHALI
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