Listen to Audio
The increasingly connected world in which we live is changing the way companies engage and interact with customers, and vice versa. In some ways, integrating technology into your business is inevitable; in fact, nowadays, it’s almost a requirement.
From writing reviews on social media platforms for utilizing live chat, customers are heavily relying on technology to connect with various different businesses. Here are three common ways technology is changing certain aspects of business and what you can do to keep up with these trends.
Social Media Platforms
Social media platforms have become one of the top ways customers engage with businesses online. Through Facebook, Instagram and Twitter, customers can easily contact or interact with your business, as well as keep up with company news, special pricing, new products and more.
The catch is that your company actually has to stay relevant on those platforms by regularly posting engaging content. But social media isn’t always fun in games. Sometimes, social media is used as a way for customers to project their frustrations or complaints about a business, and sites like Yelp and Google Reviews make it easy for them to do so.
Depending on whether consumers view your business in a positive light, online reviews have become a way for prospects to make decisions about whether they plan to buy your products and/or services. In fact, 90 percent of all people browse online reviews before deciding to patronize a business. Thus, in order to increase brand awareness and build customer trust, it’s important to build a strong online presence for your business across all social media platforms.
Cloud Call Centers
Like it or not, technology has allowed for cloud-based contact centers to grow in popularity and replace traditional call centers as we know them via high-tech AI capabilities. With a call contact center, companies can support their customers using cognitive technologies that have the ability to manage voice, text, mobile web, live chat, social messengers and more.
Of course, a traditional call center isn’t typically open 24/7, which can pose issues for customers who have questions or concerns about your business after hours. However, with a cloud call center, you’re able to serve customers any time, even outside of business hours.
Ultimately, this will help reach more customers than before, create a more positive customer service experience, and increase loyalty and trust in your business. Not only can a cloud contact center improve customer engagement, but it can also help optimize your internal workforce and processes, creating a win-win for everyone.
It’s no secret customers want the ability to access your business online no matter their location. In fact, it’s estimated that consumers spend an average of five hours per day on their mobile device.
That means it’s important to design your website to be unique, interactive and engaging to keep customers and prospects excited about your content and services. Blog posts, giveaways, company news updates and exclusive deals are just a few ways you can use your website to incentivize customers, while simultaneously driving traffic to your website.
Reach More Consumers by Staying Relevant
Technology is always changing, so keeping up with the newest trends will help your business stay relevant and reach more customers. Keep these three tech trends in mind when considering the different ways to boost customer engagement.