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level up with digital

Digital and Customer Experience go hand in hand, especially now that most consumers search online when they need an answer, a product, or a service.

As of January, 2021,59.5 % of the global population (4.66 billion people) were active internet users – which means that it is now more critical than ever that you level up on your online customer experience, and we are here to guide you with five digital solutions that can improve your customer experience.

Convert traffic into leads

People buy from people: it’s a known fact that if you give value without expecting anything in return, you will earn loyal customers. This is where a blog can help. You can use blogging to answer common customer questions and showcase your products, services, and knowledge – the best part is they can be accessed from anywhere, just as long as there is an internet connection.
A blog is a word often shuddered at, but it shouldn’t be like that; speak to your customers through your blog like you would talk to them on the phone or in your regular meetings. Answer their questions, show your authority, and exude experience through personality-driven article pieces. 

TIP: Blog articles don’t need to be pages long – 1500 words are enough for a post to be picked up as beneficial by the search engines, whilst 2000 - 2500 words would be optimal for the search engines. Don’t have a copywriter? We do - get in touch

 

Stand out with expert knowledge

This brings us nicely on to FAQs, which, if you don’t have a blog on your website, can be extremely helpful at educating your customers (and employees) whilst you and your team sleep. As a customer, it can be frustrating when you have a question but cannot find the answer you need. Anticipating your customers’ questions and creating an FAQ page will help keep customers on your website rather than clicking off and finding the solutions with a competitor. Not only are FAQs helpful to your users, but they also decrease your customer support team’s workload. 

TIP: Google can help you with this; type in your search terms and look at what comes up on the ‘People also ask’ tab; this is a ready-to-use guide to the questions people are asking Google. Don’t copy and paste these onto your website, as you can be penalised for plagiarism, so do use this with caution. Google Trends can also be helpful to understand which questions and topics are trending right now – the data goes back as far as 2004, giving you a lot of historical information. 

 

Break down communication barriers

Another critical contender in decreasing workload and providing a better customer experience is a chatbot. Integrating chatbots can alleviate pressure on your customer service team while providing your customers with an immediate solution.

You can also think about implementing other automation tools to your site, such as emails. You can remind your customers about items left in their shopping basket, or if you notice they have a shopping pattern, you can provide incentives in the form of discounts at the times they would normally shop.

TIP: if you do decide to go down the chatbot route, investigate how you can incorporate post-chat surveys, as this way you will be able to make continuous improvements based on real customer feedback.

 

Be seen on the search engines

At a time when over half of the online consumers are using a mobile device, your website must be compatible with a smartphone. According to a study conducted by Google, 40% of consumers will leave a page that takes longer than three seconds to load.
Further to this, the Google algorithm can now impose penalties on non-mobile-friendly websites, meaning that you will not be listed on the search engines.

Having a mobile-friendly site will improve user experience and accessibility, which in turn will lead to more conversions and sales.

TIP: Google has a tool that will tell you if your website is mobile-friendly or not. If your website is not compatible, don’t panic; we can recommend a trusted digital agency that can help.

 

Capture attention

According to a study conducted by Lemonlight, ‘’94% of respondents shared that watching a video has helped them make a purchase decision at least once.’’

Consumers like videos because they are easy to understand, engaging, and entertaining. Video also provides you with the opportunity to show off your brand, products and services, and your company’s personality, all of which will lead to a better experience for your consumer.

TIP: Not only do videos give great returns on investment, but they will also help your SEO! Google tends to favour YouTube videos which will help your website get noticed!

 

And there we have it, five digital solutions that will not only improve your customer experience but will save you time too!

Ready to take the next step in levelling up your digital platforms? Just want some expert advice? Give us a call on 0114 250 9578 and find out how we can help.

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