Today, your digital channels are the new business card for companies and they say a lot about the values, characteristics and benefits of brands.
Therefore, we cannot lose sight of:
Website: with clear and structured information, mobile first and with attention to usability . At the image level, it must also have brand coherence and visually show all those elements that we want to highlight, for example: certifications, successful clients and characteristics of the products or services so that the user can identify them more quickly.
Social networks: in line with what was previously mentioned about the website, social networks are also a medium that we cannot ignore. Taking into account that it is a channel through which users increasingly contact the brand, offering them personalized and fast support and attention is also key.
Chatbots and touchpoints: the goal is to offer customers venezuela phone number data convenient and efficient alternatives to contact us and provide information that may be useful to them. Another way to achieve this goal is to add an FAQ section with the most frequently asked questions that have been identified as being of value to users.
Use of customer experience chatbots
Source: Drift
By taking these three points into account, we achieve a unified brand image that conveys reliability and fosters communication with the customer.
As we have already mentioned, it is very important to first analyse which are the priority channels for our potential client , establishing an order of relevance when optimising digital interaction. For example, depending on whether it is a B2C or B2B business model, the way in which the buyer persona searches for information, makes contact and the means used to do so will also vary. Needs are different.
In the case of B2B, it must be taken into account that, as these are more premeditated and important purchases, personalization in the customer experience is what makes the difference. Therefore, showing closeness to professionals and providing customized technical support are two key factors for conversion and loyalty.