Crucial for differentiating yourself from the competition and retaining customers, Customer Experience cannot disregard the inclusion of communication through various mobile messaging tools, which are fundamental for ensuring a satisfactory customer experience.
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Already long considered strategic and differentiating, the Customer Experience is also recognized by many as the new frontier of loyalty. The overall experience a customer has when interacting with a company contributes substantially to the decision to make a repeat purchase and to brand awareness itself. Therefore, all elements that improve it are essential for a company’s success.
According to research conducted by PwC, two of the most important aspects of Customer Experience are the speed and ease of use of a service and this makes the various mobile messaging channels, now more than ever, determining factors for ensuring a positive customer experience.
In the context, for example, of logistics, shipping, and returns, which are experiencing unprecedented growth thanks also to the boom in e-commerce, SMS messages, which according to a recent survey by Esendex have an open rate of over 96%, thus ensuring an almost certain read, are essential for confirming shipments, providing updates, and much more.
Even for efficient appointment management, limiting no-shows, long waiting times, and the costs arising from potential issues, mobile messaging plays an increasingly key role, thanks to the ability to send confirmations and short reminders via SMS, and to change or cancel appointments by leveraging the opportunities offered by WhatsApp Business and ChatBots.
But that’s not all. A good customer experience cannot be separated from excellent Customer Care service, and here too it is truly important today to offer integrated and continuous communication across all available support channels, including as many mobile messaging tools as possible, in order to provide customers with support through the method they prefer.
“The customer-centric approach is currently considered the winning one, and although our country, especially when we talk about small and medium-sized businesses, is still in the early stages of this process, the awareness of the strategic role of Customer Experience is increasingly spreading in Italy”, declared Carmine Scandale, Head of Sales at Esendex Italia, who continued: “To be considered truly satisfactory and to have a positive impact on brand loyalty, Customer Experience must, however, include a multichannel strategy. This strategy must be tailor-made for each business and include different mobile communication tools, in order to be as close as possible to the needs of each customer”.
Pubblicato in Business
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