Every brand’s prior importance is designing customer experiences, keeping in mind the self service which is fast coming in trend. Gartner states 81% of the customers try finding the solutions themselves first and seek expert advice only when they can’t. Five rules for creating beneficial self-service options are:

• Making IVR options relevant which enables the customers to easily get to the option needed and can contact an agent in case of need.

• Training chatbots regularly by keeping them updated on information like brand prices, new product, product description etc. Also, availability of real time customer data which would provide assistance. Another step can be analyzing the tone of customers for providing a smoother conversation.

• Keeping agents on standby because computer programs cannot always resolve all kinds of problems.

• Updating the FAQs by analyzing customer feedback and service transcripts

• Using video tutorials so that the customer queries can be resolved having both subtitles and voiceovers in various languages.

Read more at: https://www.vocalcom.com/en/blog/digital-customer-engagement/5-rules-for-giving-customers-the-self-service-they-want/

There are many CRM packages, the best ones linked to accounting software systems, that provide easy storage of customer and supplier information to answer the questions of who, what, how much, where and when your customer buys. Internet technology today has reduced costs and shortened time frames by using online surveys. A major criticism of internet surveys is that that they don't represent an accurate sample of the population and so a skilled marketing research person really adds value that is worth paying for. There are two tests for accuracy and soundness of the marketing research results: A skilled marketing research person ensures validity and reliability by accurately defining the problem to be solved; the correct questions to ask; and whether there are other cost-effective ways to get the result. After gathering the information from the correct primary sample; a skilled marketing research person adds value by being able to spot differences, draw conclusions and make recommendations.To know more, follow the link: