Category: Customer Service

Understanding the difference Between a Client Experience and a User Experience

Companies seek to give the necessary importance to the customer experience to have a positive customer response. 82% of brands believe they are delivering an optimal experience. However, 90% of consumers believe that brands fail to deliver a good customer experience.

This is where it comes into question what companies are doing wrong, how to remedy it? 71% of consumers who have effective experiences with brands on social networks, recommend them to family and friends. Likewise, when they have bad experiences, they will tell others about them.

To solve this lack of satisfaction it is important to identify it in depth, as can be done with satisfaction surveys and from there to perform a Design Thinking to design the solution to the problem. Some fundamental practices or methodologies for a well-planned customer service are: Costumer Journey, Sales Funnel and Buyer Persona.

Continuing with the experience, reading customer experience and user experience may seem to refer to the same thing, don’t you think? You are right, the user and customer perform similar activities.

The difference lies in the fact that the customer is someone who has a more general experience, it can be of the set of brand channels with which he interacted and depending on this experience is when loyalty is generated with it or not.

The user experience is more specific as it can be directly with a product or service of the brand. This is where the interaction comes in, whether it was easy or not to use and whether it generated a positive or negative experience. The user experience is a part of what encompasses what is the customer experience.

What does the customer experience consist of?

It can be simplified with this formula: CX = UX + Customer Service + Marketing

For a better understanding of Customer Experience (CX) and User Experience (UX) here are some elements of both:

CXUX
Customer serviceUsability
AdvertisingNavigation
Sales processInteraction design
Fair pricesVisual design
Brand reputationInformation architecture
Product deliveryContent strategy
User experienceClient research
Branding

As we can see, both are very important and although both have the same objective, which would be to generate a satisfactory experience, they are measured in different ways. It is common to pay more attention to the customer experience because for years that is what has been done. Nowadays, since the beginning of the pandemic, more emphasis has been placed on the experience and use of digital platforms that are as friendly, simple and comfortable for the user.

It is not about exceeding the user’s expectations and that the user does not even know what to do with so much, no matter how modern it may seem, what should be focused on is to minimize frictions, at what points along the way the user may get stuck or there may be a higher abandonment rate.

Example to differentiate user experience from customer experience

Let’s suppose you sign up for an online event, you are redirected to a landing page with all the information about the event, you register your data and receive your confirmation email. Up to this point you had a good user experience. The day of the event you arrive and they don’t let you in because apparently you were not among the registered people, nobody paid attention to you to solve your problem and you had to wait more than 45 minutes to access. This is where the customer experience failed on the part of the company and even though you had a good user experience not being able to enter the event will result in a bad satisfaction.

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Tips to Improve Online Customer Service

Customers like simplicity in the buying process. So that it’s easy for them to do it, but they also want a robust system of personalized attention to answer their questions. Generate a sense of belonging and security within it by entering your personal and bank details. In short, good customer service.

At the beginning of 2020, when we were all in quarantine due to Covid, the stores had to adapt and offer free shipping options. Just as pick up in store option emerged. Nowaday, “49% of eCommerce leaders in Mexico will continue to offer these contactless payment and delivery methods, as they have improved the face-to-face experience of users.” According to a study conducted by Signifyd and Adobe.

Sometimes customer service is seen as a requirement only when a problem must be solved, but it should be seen as a comprehensive service from the beginning of the first interaction to the end and post-sale service.

According to 37% of buyers, their orders have been affected by errors on a weekly basis. For this reason, the most important challenge of B2B eCommerce is investing in reliable web structures and platforms that offer guarantees with special emphasis on user experience.For this reason, the most important challenge of B2B eCommerce is investing in reliable web structures and platforms that offer guarantees with special emphasis on user experience.

That is where you should start, fixing these errors so that people have a better experience and that these errors do not prevent them from returning to buy.

Suggestions that can be implemented to reduce errors:

  • Having multichannel strategies with the generation of paid and organic contact points, generation of specialized content for each channel and well-designed conversion opportunities for each one.
  • Provide security perception, such as: return of the purchase, payment against delivery and checkout process, which does not require many personal data.
  • Creation of experiences similar to B2C for buyers.
  • Implementation marketplaces.
  • Prevail experience on mobile devices.
  • Reduce the number of external partners, providers can become the cause of significant information leaks, so it is important to review in detail the background of these partners.

Now being aware that it is worth investing in seeking to provide the best customer experience. For online, offer an omnichannel, secure experience that can make communication as clear and similar as possible to a face-to-face one; We can consider WebToq as a platform that is a support to boost your business.

Are You WebToq’ing Yet?

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Customers reward businesses with personalized service delivery

Twilio recently came out with a new report titled “State of Customer Engagement,” and the results speak to accelerating adoption of digital and web technologies by businesses to engage customers online. Customers are becoming more demanding of businesses as their expectations of online availability and ability increases, especially since they continue to increase the volume and breadth of their commercial interactions online. The businesses that respond to that demand by increasing the breadth and depth of their services online, as well as improving the digital experience overall, will differentiate themselves from their competition and be rewarded by loyal customers.

These are the main takeaways from Twilio’s report:

These are the five fundamentals of customer engagement, which emerged from our deep investigation of both consumer and B2C companies’ attitudes.

Make it digital

70% — that’s the average top line revenue increase among companies that invested in digital customer engagement over the past two years.

Make it personal

75% of companies think they’re providing good personalized experiences. But more than half of consumers disagree. There’s a lot of room for improvement.

Lose your cookies

81% of companies are completely or substantially reliant on third-party cookies — even though this critical data source will not be available after 2023.

Close the trust gap

95% of B2C companies believe consumers trust their ability to protect data, but only 65% of consumers actually do trust these companies.

Engage smarter

Gen Zs and Millennials are more than twice as likely as Baby Boomers to have experienced digital fatigue in the past 30 days. Creating better (not more) interactions can ensure business doesn’t suffer as a result.”

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Get out of the Customer Service Race-to-the-Bottom

Back in the late 80’s and 90’s discount marts and big box stores raced to the bottom of retail pricing. Still the retail world is still trying to get its bearings. Walmart, the movement’s juggernaut, innovated supply chains, distribution, inventory management, and operational execution to constantly reduce prices, and did it so well that it became a de facto strategy.  Retailers across the US, as well as suppliers and manufacturers working to meet the new demands of retailers, had adjust to this race-to-the-bottom, as consumers then came to expect ever decreasing prices.

The race-to-the-bottom only got worse in the 2000’s and 2010’s as Amazon and other online retailers used digital efficiencies and self-serve business models to increase selection while decreasing prices. Once again, discount pricing became a de facto strategy online, and consumers were habituated into expecting lower and lower prices.

Students of business, however, are taught that Discount Pricing is not a long-term business strategy, but rather a medium-term business tactic. You can win over customers in the medium-term by reducing costs and lowering prices, but eventually competitors will be able to copy what you do, and there is a limit to how many expenses you can wring from your operations.

Discount Pricing as a strategy or tactic

Discount Pricing as a strategy or tactic is a debatable point, but what is not debatable is that the end-result of solely competing on price leads to smaller margins and profitability. As companies cut ever more non-essential expenses from their operations to continue competing on price, eventually will run out of those expenses and will have to turn to essential expenses. What are those essential expenses? (i) Value-adding operations and (ii) margins. Cutting value-adding operations turns a business into a bland, vanilla commodity with only price as a source of differentiation and only volume-growth as a success strategy. And cutting margins, well that’s no business at all.

Because of Amazon’s online success, digital commerce to date has focused on web technologies that boost efficiencies. Such as eCarts, aggregated reviews, community support pages, chatbots, and other tools to make self-serve the driving force in eCommerce. ECommerce has thrived under this self-serve paradigm, growing exponentially in the last 20 years. But, like the Big Box trend before it, self-serve eCommerce has led to commoditization, low quality products and services, and increasing customer frustration.

How do you get out of the online race-to-the-bottom? 

How is a company that offers Premium Customer Service supposed to compete on the web? Do complex products with fine and detailed sales benefits processed online? How do you extend your luxury brand to the cloud, maintaining that sense of luxury as a point of differentiation?

In other words, how do you get out of the online race-to-the-bottom? The answer, of course, is a platform that reimagines the warmth and dynamism of a face-to-face experience and applies it to the cloud. A platform with instant video communications, showing faces and imparting emotions; a platform with video-and-presentation sharing for maximum impact. A platform with on-the-spot quotes and contract eSigning for instant gratification; and more.

The answer is a platform that allows well-trained representatives to show off their smiles, their knowledge, and their competence to their customers to create a unique, differentiated, and ultimately brandable experience. The answer to the tactic that races prices to the bottom is a strategy that elevates the customer experience to the top. A strategy brought to you by WebToq!

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Give your visitors the personalized attention they deserve

Everything in this life can be measured in terms of opportunities. And it is that, if you do not take them, they will pass you by as if they were flashes of shooting stars. The same thing happens when you have a business. There is always the possibility of selling your product, at the price you want, to the right person.

The problem is that it is very rare that the stars align so that someone is interested in the service you offer, at just the right moment. Any distraction and your client is already in another universe, looking for another brand or some other way to acquire the same product. It is for this simple reason that today, with so much competition, you need to look for other tools that offer personalized attention, and thus be able to make the most of your business.

How to Offer Personalized Attention?

Many choose to hire an external company or a call center to be able to finish capturing customers and make a sale. But you will know from experience that this tool can be a bit of a hassle, as well as being very expensive.

We have all received a thousand and one calls, and we no longer know what excuses to invent to get rid of the telephone agents. For this reason many people prefer not to call anymore. It is as if they have control of our life and there is not much we can do about it. So having this one option is no longer enough.

Another way to offer personalized attention is through chatbots. You must also know them. They are those little robots that answer on some internet pages, but then they don’t understand us very well and give us programmed and unhelpful answers.

Due to the lack of tools that offer good customer support, a software called WebToq emerged. This tool solves the limitations of chat and call center and adds new features that make customer service super personalized! Read on to find out how it works.

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WebToq: Convert Visitors Into Buyers

Imagine that your customers can come to your website looking for information and an online agent advises them on the information they are looking for and finds personalized solutions right then and there, without leaving the website. No need to call or do lengthy research! What’s more, imagine that the agent can exchange videos, images, and files with this online client to get exactly where he wanted.

This is WebToq. This company recently emerged to help those companies that are struggling with the limitations of their call center or that simply offer more complicated products or services than what can be sold with an online shopping cart.

It is an advanced tool that combines various software in order to offer more than just customer service. It is an experience never seen before!

Now you can turn your website into a sales and service channel where you can advise your customers as if they were in front of you. They just enter the page, start looking for information and that’s it! There are online agents to support, advise, and sell.

Chatbots and Chats vs. WebToq

The advantages offered by WebToq are much more advanced than those of a common chat.

The problem

In the first place, users will be speaking with an agent, that is, a person from your same company and not with programmed software, so the language becomes a little more human and warm. If the client requests something specific, your agent will know what to answer.

On the other hand, a traditional chat becomes a one-dimensional communication, that is, only text. Which makes the customer get bored, lose patience and, therefore, abandon the purchase process.

The solution

With WebToq, the conversation is much more versatile and dynamic, because beyond sending videos or directing the user to a specific search, it is possible to carry out a personalized and live session from the same website. Without asking the customer to download another app or open another browser tab. Nowadays, a human interaction that clarifies doubts could be the key to success in each sale.

In addition to chatting online with the agent to ask for help, WebToq also sends specific questionnaires, images, videos and audios, to find out which product best suits the user’s needs.

The user can also submit their own images to refer to what they are looking for. For example, you want to buy cable, but you don’t know which package or special is right for you. Maybe you want a car with functions to prevent accidents and you don’t know which model is the right one. Maybe you enter a realtor’s page and you prefer to be shown images and photos of houses instead of you looking for them. For these situations there is WebToq. The system allows the agent to send questionnaires in order to find the ideal product according to the needs and tastes of each visitor.

What makes it unique is that the user does not need to download any application or have a registration to access the tool. For example, GoToMeeting allows you to link online, but you need to register the conference beforehand and go to a new web page or app. .

The essential difference is that WebToq will already be installed within your page. This is because it is an integrated service called SAAS (Software As A Service for its figures in English). In this way, users will be able to communicate with you directly, send you messages, images, questionnaires and videos, at a very affordable price!

This way you will convert your visitors into buyers. They will not have to leave your page, nor search for a product for hours, much less depend on a call.

Click here to get this tool now.

Don’t Just Sell, Help

Consider that the more you know your users, the more you can help them become profitable and loyal customers.

Another mistake that is often made in customer service, especially in the digital part, is that the user is treated as just another number, or worse, like everyone else. This is one way of letting go of that precious opportunity to earn a customer’s loyalty. You must not allow it!

Offers a Unique Experience

Each customer is unique, and the best way to make a sale is to offer a personalized experience. Depending on the line of business, you must adapt the tools so that you impress all your customers.

To do this, WebToq developed software that allows you to modify the interface so that you can manage it in the way that best suits you. With this tool, you can place videos and links in such a way that your client does not waste time looking for a service.

For example, if you are a company that sells television services, you can send surveys to users so that you can recommend the right package. If you are a realtor you can send them videos or images of the houses as well as your own video tutorials explaining the process of buying or selling a house. You can let your imagination run wild and use WebToq to make it easy for your user to buy on the spot.

How does it work?

WebToq uses pre-made pages that you can choose from to suit your customers. These pages form a kind of “storyboard” or guide that is in the cloud.

This storyboard will be like the Bible for your sales, since it will establish the steps to follow in the customer service procedure. Thus, any member of your company or agent will be able to secure a purchase from your website, without having to direct the customer to a specific department. Amazing, don’t you think?

Note that this feature is only visible to employee

Try a Free Trial

WebToq has free trials and plans for all types of businesses. In addition to offering training so that your staff knows all the functions and makes the most of them. The quote is free and right now they are offering discounts so you can discover the wonders of this tool.

Innovate your business and increase your sales. Do not miss the opportunity. The moment is today.

Click here to try this tool.

Price

Costs vary depending on the number of customers you serve at the time. For example, there are companies that need 3 or 4 agents at the same time to answer different calls and thus not lose any customers. For this, there are different WebToq packages that are quite accessible and that adapt to the needs of your company.

Click here to see their prices.

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