Globally, the E-Commerce Market is expected to reach USD 16,215.6 billion by 2027, growing at a CAGR of 22.9% during the forecast period of 2020 to 2027, according to Meticulous Research.
Growing penetration of the Internet and mobile devices, the increasing use of social media to promote e-commerce platforms, and the advent of new payment methods are some of the major market drivers. Further, e-commerce automation presents immense growth opportunities for players operating in the market.
Since the COVID-19 pandemic, consumers have switched from buying goods and services in bricks-and-mortar stores to buying online. As a result, marketers were forced to adapt to the new reality and revise their previous strategies.
This has forced marketers to adapt their strategies, as the old methods were no longer valid. It is anticipated that consumer behavior will continue to change over time, making CX key for any company looking to stand out amongst their competition and gain customers.
With the internet booming and customers becoming more and more impatient, e-commerce has become an increasingly competitive industry.
But, with the right strategies and ideas, CX challenges can be a great chance for businesses to improve.
If your business is an eCommerce business, you are probably already aware of the importance of CX. E-commerce is a growing industry, and every year hundreds of new businesses enter the market.
As more and more companies get into online selling, competition is increasing. How do you stand out? How do you make your business more appealing? One simple way to do this is by improving your business’s customer experience.
One of the biggest reasons why many retailers can’t increase conversion rates is because they don’t know which metrics they should optimize.
An omnichannel approach requires a strategy that ensures consistency in messaging without repetition.
For example, not all customers prefer email communication. One channel may be used for awareness, but another for purchasing decisions. Messenger apps and live chats are becoming increasingly popular. Nevertheless, you should also focus on personalization and re-targeting to make sure that your customers convert via their favorite channels.
Those brands targeting younger consumers are more experienced with omnichannel strategies. However, it is still interesting to learn how different channels can add value to a brand’s customer experience strategy.
There are dozens of challenges that the online retailers have to deal with, and the most common of these include low conversion rates, shipping delays, and a bad return policy. All of these present a huge problem for online retailers, especially when you consider that a lot of the products you get online are difficult to return.
One of the best ways to improve your customer experience is to use artificial intelligence.
In the past, AI was focused on improving the customer experience through automation. However, AI has now shifted its focus to removing the need for human error when solving customer issues.
For example, a customer service representative (CSR) can easily spend more than half of their day troubleshooting the same problem over and over again. By using AI, CSR can now direct customers to a self-service tool to solve the problem for them. This allows the CSR to spend their time on more important tasks and engage customers with higher quality support.
Customer Experience (CX) is the most important part of your e-commerce business. Customers make all the difference, and yet, many businesses fall short on their CX. For that, they lose a lot of money.
According to reports, over 69% of online shoppers have abandoned their shopping cart at least once. That’s a lot of lost sales!
Brands are increasingly interested in partnering with payment providers, as providing alternative payment methods makes the customer journey easier. They are given the option to choose the payment option that works best for them.
The fact that brands offering alternative payment methods experience a 10x sales increase is fascinating. A good experience will increase conversion rates.
Ultimately, you need a good customer service team to help answer questions and resolve issues regarding the products or services your business offers.
It is easy to see that customers like to do business with companies that show they care about staying in touch and helping them when needed. It’s important, however, to make sure you have a well-trained and talented base of individuals who can handle difficult situations professionally online through live chat or email for example.
Customer support has come a long way from old message boards and FAQ pages; nowadays there are many great tools not only for handling complex support tickets efficiently but also keeping customers engaged while also encouraging positive reviews among other positive social media interactions which will ultimately sway more potential clients in your direction as a company over others due to the quality of your service! Trust DialDesk for all your Customer Support Needs.
Brands don’t seem to all have a plan on how to improve customer loyalty.
It’s not enough to attract consumers who are keen on buying your products only once. Good CX should go further than just sales. In fact, that should merely be the beginning of creating a long-term relationship with your customers. Loyalty can be built through different types of rewards and incentives.
For instance, giving out discounts or offering free shipping to loyal customers can help build an emotional connection between you and your customers by rewarding them for their loyalty towards your brand.
CX is a known element that has the potential to make or break your company. It is not only about the customer satisfaction value, it’s mostly about nurturing situations for them to continually perceive your brand well.
In fact, having a good CX can breed hype around your product or service and get you people who would like to stick with you for a long time to come. However, having a poor CX can sway your customers to other brands and possibly negate any chance for word of mouth marketing since no one would want to be in business with such an unreliable brand.
To sum up, it’s crucial for all e-commerce businesses to launch a well-designed CX strategy that aligns with their business objectives!
Author Profile Varuna Raghav As a CX and marketing specialist, Varuna Raghav has more than 15+ years of experience to […]
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Author Profile Varuna Raghav As a CX and marketing specialist, Varuna Raghav has more than 15+ years of experience to […]
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Author Profile Varuna Raghav As a CX and marketing specialist, Varuna Raghav has more than 15+ years of experience to […]
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Author Profile Deepak Kashyap A CX expert, keynote speaker, and author, Deepak Kashyap has over 25+ years of experience. His […]
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Author Profile Rajesh Ramachandran Expertise in regulatory and product compliance with over 15+ years of industry experience. Rajesh is an […]
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Author Profile Varuna Raghav As a CX and marketing specialist, Varuna Raghav has more than 15+ years of experience to […]
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Author Profile Deepak Kashyap A CX expert, keynote speaker, and author, Deepak Kashyap has over 25+ years of experience. His […]
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Author Profile Varuna Raghav As a CX and marketing specialist, Varuna Raghav has more than 15+ years of experience to […]
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Author Profile Rajesh Ramachandran Expertise in regulatory and product compliance with over 15+ years of industry experience. Rajesh is an […]
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Author Profile Deepak Kashyap A CX expert, keynote speaker, and author, Deepak Kashyap has over 25+ years of experience. His […]
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Author Profile Deepak Kashyap A CX expert, keynote speaker, and author, Deepak Kashyap has over 25+ years of experience. His […]
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The blog post talks about how artificial intelligence is being used in call centers, and how it will impact customer […]
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According to Fortune Business Insights, Customer Relationship Management (CRM) was valued at $52.64 billion in 2020. Pandemic effects in the […]
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“The global cloud telephony service market is expected to reach US$ 65.10 billion by 2030 during the forecast period from […]
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The world has seen an explosive rise in the popularity of cloud-based software, and Dial CRM is one example. A […]
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Running a call centre is not just about keeping your customers happy. It’s also about keeping your sales high. In […]
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Stephen Covey, the author of ‘The 7 Habits of Highly Effective People’, said that successful people are always working on […]
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As Mark Hunter says: “It’s not about having the right opportunities. It’s about how you handle the right ones.” When […]
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“One of the greatest failures of every generation is that it refuses to read the minutes of the last meeting.” […]
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As Jacquelyn Smith, Forbes says, “A successful sales pitch isn’t a monologue. It’s a dialogue.” An effective sales pitch is […]
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What is a Service Desk? Service desks, help desks, or support desks all refer to departments that provide help to […]
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The impact that customer service has on a business is something that often gets overlooked. Customer service is often seen […]
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As of now, nobody’s sure what will happen when these two generations – one, who never expects companies to pick […]
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Customer data is a valuable business asset. You must build an effective customer data management strategy to protect that asset. […]
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A help center is your lifeline to customers. While building one is *not* a straightforward process, here are key points […]
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Every business has customers and every business has the chance to improve its business by growing its customer base. Since […]
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Do you know if your business has a customer focus? Although it might seem like a difficult question to answer, there […]
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Author Profile Nitish Kaul Nitish is a CX Solutionings Expert at DialDesk. He has helped provide our customers with fantastic […]
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You might think that creating the “ultimate customer experience” is all about making sure your customers are happy. If a […]
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Keeping prices competitive is essential for any business. Having this information can make the difference between having a successful business […]
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As any business grows and expands, it’s common to focus on scaling operations. Certainly this is true, but sometimes companies […]
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No matter how much you love your product, your customers will always know better than you. Learn to listen and […]
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Sometimes, companies will promote themselves as experts in customer retention, but what does this mean? Customer retention is the main […]
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“Listen to your customers before they listen to your competition.” – Julian Hall When was the last time you looked […]
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Lost sales and lower-income are not the only indicators of abandonment. Abandonment even results in a loss of clients for […]
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If you are in charge of retaining your company’s customers, you know the feeling of sadness when you hear customers […]
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“Your most unhappy customers are your greatest source of learning.” – Bill Gates A customer is the backbone of every […]
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In the past few years, businesses were falling all over themselves to get a chatbot up and running for their […]
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You’re doing all the right things. You’re friendly, you’re responsive, you’re on top of customer issues and you’re constantly delivering […]
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Author Profile Nitish Kaul Nitish is a CX Solutionings Expert at DialDesk. He has helped provide our customers with fantastic […]
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Customer service KPIs (Key Performance Indicators) are the tools that help you understand how your customer service is performing. KPIs help you identify if you’re meeting your business goals, how well your agents are performing, and how your customer satisfaction is trending. They’re important because they provide actionable data you can use to improve your customer service.
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Let us say that you own nothing but sheep. So one day you are out grazing the flock and all […]
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No matter what industry your business is in, every business has the same goal: Keeping your Customers! Customer retention is […]
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An effective ticketing system tracks and manages customer interactions, and makes it easier for support departments to manage their efforts. Data gleaned from these help agents provide personalized service and streamline operations, which helps support staff coordinate their efforts and automate tedious (and often time-consuming) tasks, facilitating both personalized service and faster resolution.
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Author Profile Deepak Kashyap A CX expert, keynote speaker, and author, Deepak Kashyap has over 25+ years of experience. His […]
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Organizations need a resilient strategy for customer retention that makes sense in relation to current market conditions. Many companies are already prioritizing customer experience as it can be more profitable, yet it is still important for organizations to look ahead and identify any changes coming ahead of competitors in the market, who might not have made the same move yet.
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“Customer experience” has been an important aspect of business marketing strategy since the beginning of the 21st century. Businesses have been shifting towards a “customer-first” mentality, where their goals align with improving customers’ happiness and satisfaction by taking into consideration all that they think and feel, rather than focusing solely on financial gains. To achieve this customer-centric approach, businesses have taken advantage of technologies to determine customer emotions at a deeper level.
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On the whole, it is best to be quickly responsive when it comes to consistently responding to leads. Ready responsiveness helps expedite client requests, which will save you money on several levels. You’ll have access to a larger pool of customers while keeping uninterested consumers from slipping away and ultimately decreasing your number of potential sales. Please read the blog below that pertains directly to the benefits of kick-starting your lead response times today!
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This blog will help you take a closer look at what cloud telephony is and How does Cloud telephony work to benefit your business. It also makes it easier for employees to collaborate, share knowledge, and for companies to track conversations in real-time.
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Customers are the mainstay of businesses in all industries. Therefore, having a dedicated tool for delivering superior customer service is essential to ensure cordial bond with them for consistent growth.
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Customer engagement and retention have been a serious concern in the insurance industry. Most companies keep on searching for how to enhance customer engagement in the insurance industry and in this blog post, you can find some of the useful tactics that can help the insurance industry maintain a cordial relationship with its existing customers.
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Find the proven strategies for how to measure customer expectations to maintain a positive experience of your customer with your products and services.
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Customer experience is a key factor in creating a successful brand. When it comes to marketing, then it would not be wrong to say that technology offers us the opportunity to manage the customer experience in several respects.
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This guide help you engage & retain your customers with no hassles and make you learn how to manage customer complaints seamlessly for quick resolution.
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If you want to delight your customers at every touchpoint, then you need to have a robust ticket management system that offers you omnichannel customer support.
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Many industries have been impacted badly due to the pandemic but, it would be safe to say that the consumer durables industry is showing growth trends from a long-term perspective.
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Customer satisfaction act as the primary catalyst in pushing a company forward, and ensuring repeat business. However, companies cannot create their customer service strategies based on vague data or few interactions and can only trust quantitative data.
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The Consumer Electronics industry in India, which was valued at $10.93 billion in 2019, is expected to reach $21.18 billion […]
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Brands are increasingly focusing to become more customer-centric and elevate the customer experience to improve customer satisfaction, loyalty, and lifetime […]
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If you’re mapping or want to track your customer journey, there are plenty of things to be kept in mind […]
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Customers are the bloodline of any business. Without them, there will be no reason to continue the business. Even more […]
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No matter how small or big your business is or what it does, voice communication is a critical element of success.
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Author Profile Varuna Raghav As a CX and marketing specialist, Varuna Raghav has more than 15+ years of experience to […]
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Sales closing is a make-or-break moment. No matter how hard you work and how well you design solutions for customers, […]
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Do you want to make your business communications efficient and cost-effective? In this blog, we will explain to you how […]
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If you have a sales team that works on-field or is working remotely to generate sales for you, then you […]
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Organizations worldwide often wonder what the difference is between a customer relationship management (CRM) system and an enterprise resource planning […]
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New technology comes fast and goes, even faster. These days, there’s a new app or widget every week promising to […]
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According to research, over 70% of all customers who leave a company for its competition have no problem with the […]
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You need to keep updating your customer strategies to ensure that they are happy with your products & services. Everything […]
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nstant Inbound is a game-changing sales prospecting strategy that enables you to connect with more prospects, faster and allows you to be more productive and make more money.
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Last month, a miracle happened. Your company’s video went viral. Lead volume shot up by 500%. You were pumped and […]
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If you ask many business executives, they would say their customer service contact center is a necessary expense and it […]
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Even if you have the best product in the world, your business is doomed to fail if no one knows […]
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During the initial years, outsourcing was only used for basic processes such as data entry and payroll processing. However, as […]
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Customer experience and contact centers, in particular, are great starting points to implement artificial intelligence (AI) solutions since they are a large […]
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Brands & retailers build better customer service systems by removing the guesswork of what customers want. A SaaS platform for customer engagement combines chat, voice, and social media for one cohesive customer service experience.
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It’s the age of the customer and the world’s biggest brands are duking it out every day for a greater […]
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Understanding the various touchpoints you have with your customers is key to delivering memorable customer experience. Once you’ve mapped out your […]
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As a business head or business owner, you need to find ways to grow your sales and revenue. Exploring different […]
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Author Profile Nitish Kaul Nitish is a CX Solutionings Expert at DialDesk. He has helped provide our customers with fantastic […]
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Marketing teams spend a lot of time, effort, and money to create compelling campaigns, optimize them to generate leads, set auto-responders […]
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This blog help you get the niche and specific Customer winning map by suggesting necessary tools, focus areas and changes to sell like a champion.
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Email marketing is one of the most important components of customer engagement. Whether it is a webinar email or a […]
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We have collected some information, I think very useful information regarding changing scenarios of sales in the times of SM […]
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If figuring out how to grow and effectively manage an In-House team seems like a huge obstacle and will largely […]
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Research shows that 69% of buyers accepted a call from new salespeople in the past 12 months, and 27% of sellers admit […]
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Providing a stellar customer experience has been a cornerstone of business practically since spending and consumption have existed. However, now […]
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Customer service reports not only provides you an overview of all customer service requests received from your customers, but also […]
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Many companies, including yours, might find outsourcing to be a good idea as there is so much to be gained […]
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Regardless of the customer’s location, call centers daily play a crucial role in delivering reliable customer experiences. Each call center […]
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Human interaction remains a vital component of customer satisfaction, even in the “digital age.” 83% of world’s consumers prefer dealing […]
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Put yourself in the customers’ shoes. How do you gauge the quality of service a company provides? What makes a […]
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The buying experience often gets the most attention in customer service. Conversions are the name of the game for most […]
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is the apt framework developed for deploying the right mix of People, Process & Technology in a business with a clear eye on increasing lead conversion, reducing customer acquisition & management cost, and winning customers for life.
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