Customer Engagement: Why It Matters In This Pandemic Era?

 

In an era of pandemics like COVID-19, this year has been different from the past. Storefronts went digital, kitchen tables turned into conference rooms, and how we live, work, and shop has turned upside down. What hasn’t changed totally for businesses is outstanding customer engagement. According to the current scenario, 80 percent of consumers revealed that both the businessmen and their client experience remain as important as their products. How to deliver those differentiated customer support services transformed as life moved online and economic uncertainty moved in.

The latest customer report, according to Forbes, indicates that 15,000 consumers and business buyers provide invaluable insights for business leaders navigating their paths back to growth. To take the discussion deep, some of the pointers that came to mind that can increase customer interactions are as follows:.

• Earning trust pays dividends.
• Empathetic, unified teams build differentiated engagement.
•  Corporate values play a defining role in terms of customer interactions.
• Customers expect consistent interaction across different departments.
• Customers expect companies to bring their businesses to more digital platforms.

 

To make our discussion more interesting let us take our time to discuss these pointers in broader perspectives.

• Earning trust pays dividends.

Almost 78% of the customers say that this year’s crises should bring improvement to the commercial sector. People do business with all those brands upon which they can keep their faith. This notion was true before the pandemic that hit in 2020 around the globe. 82 percent of the customers believe that the trustworthiness of a company matters more than a year ago. Unlike most relationships, gaining trust doesn’t happen overnight. The major way businesses can earn the trust of their clients is by outsourcing customer support to them. Almost 61 percent of business houses earn money with the aid of customer support outsourcing services.

·         Empathetic, unified teams build differentiated engagement.

Whether customers shops for themselves or on behalf of their companies, it is always expected that there should be an interaction with brands to make their shopping experience convenient but also infused with empathy and understanding. Thus 90 percent of the clients believe that the true nature of a business is determined by the way they act during the time of crisis. Customers want to see brands prove they are interested simply more than surviving a pandemic situation.

• Corporate values play a defining role in terms of customer interactions.

Most brands were believed to be in the midst of transforming their digital capabilities to cater to customers. Even 71 percent of the clients pay more attention to corporate values than they did a year ago. Whether customers shop for themselves or on behalf of their agencies, they expect interactions with brands to be convenient but also infused with empathy and understanding. Customers want agencies to fulfill their specific needs and expectations at every touch point. They are making purchasing decisions based on personalized experiences.

• Customers expect consistent interaction across different departments.

More than 66 percent of the customers expect that the agencies should fulfill their personal needs. In reality, 34 percent are able to fulfill that. Now the question that arises in the minds of the reader is: how can companies make things right? One important way to ensure that is by providing real-time information and examples to their clients. When customers engage with any business agency, they shouldn’t have to worry about reaching the appropriate person to resolve their queries. As per the latest report from Salesforce, it was found that online interactions grew from 42% of customer engagements in 2019 to 60 percent by 2020 due to this ongoing pandemic. 76 percent of customers expect consistent interactions across different departments. However, 54% say it feels as if sales, service, and marketing teams don’t share proper information. Prior to 2020, customers were well on their way to becoming more dependent in their interactions with brands. In a distant environment, those same customers and many new converts have come to view digital engagements as a convenience but a necessity. Brands had to accelerate their digital transformation. Due to this mass pandemic, people are working much of their lives online. The vast majority of consumers say they are online more often than not. They’re looking for companies to provide more digital options. Fifty-four percent would like companies to introduce new products or services in response to the pandemic. 

• Customers expect companies to bring their businesses to more digital platforms.

It is believed that 88 percent of customers expect companies to accelerate digital initiatives due to the mass pandemic. This  increases trust among the agencies with their clients, and the ongoing world order shifts from a day-to-day basis to a newer kind of business giants across the globe have a real good opportunity to use this knowledge to revamp their businesses on large scale but also to make them more interactive with their customers. They were able to troubleshoot customers’s problems and solve them as soon as possible.

Do you think the same as that of our blog discussion?