4 Ways Businesses Benefit from Digital Customer Engagement

employees using customer engagement technology

Digital Engagement to Help Grow Your Business

Digital customer engagement is all about creating experiences that are modern, efficient, and enjoyable. It also gives your business and employees the opportunity to easily scale up your customer support needs through multiple channels. Digitizing the customer experience has many benefits that Radius Global Solutions’ clients have enjoyed. Read on for the top four reasons your business should create seamless, digital customer experiences.

1. Delivers Personalized Customer Support

Now more than ever, personalization is important to consumers. People want to be treated as individuals rather than feel like one of many customers. Customers that feel valued by a company are more likely to spend more and stay longer with that brand. While one bad experience is enough to drive 33% of consumers away from a brand, consistently excellent customer service can provide sustainable revenue for years to come. It would be extremely time-consuming to manually handle a list of customers and create unique experiences for each one. But innovation and automation have stepped in to save businesses countless hours. Radius Global Solutions uses leading-edge technology and data analysis to build digital customer experiences that feel personal but don’t take up a lot of time. Using real-time data and advanced analytics, making your customers feel valued as an individual is easy. Whether they reach out to you via email, live chat, social media, or another channel, we know how to quickly create a personalized experience for your customers.

2. Digital Engagement Saves Time

Speaking of saving time, digital engagement helps reduce time spent on customer support beyond personalization. Just a few of these benefits include:
  • Provides omni-channel customer support beyond phone calls and emails
  • Reduces time spent collecting valuable feedback. Easily send surveys, polls, and more
  • Allows your business to build streamlined workflows for onboarding and responding to customer requests
  • Gives your employees time to focus on essential business operations rather than fielding phone calls
Your time is valuable and so are your employees’ and your customers’. Decreasing the amount of time everyone spends on customer contact efforts will only make your business more efficient. And efficient businesses with happy employees and customers have a much higher chance of achieving success.

3. Customer Service Technology Cuts Costs

Studies have shown that utilizing customer service technology can reduce service costs by up to 40%. Using both omni-channel customer care and automation, one company in the health insurance industry even cut front-office work by 70% and back-office work by 80%. Our healthcare client was able to book 20% more appointments per day as a direct result of our customer service agents’ assistance. Cutting costs is also about how time is allocated – and time is money. Reducing the stress on your customer service agents will reduce attrition rates. Onboarding new employees is expensive. So, maintaining your current staff will help reduce spending. Not only does customer support technology cut costs, but it can attract new business as well. Delivering competitive service and reducing the time customers spend on the phone with your agents will help you retain business. Using the right technology is also less expensive than hiring a new employee altogether. With live agents and automation working in tandem, your need for new hires will decrease significantly.

4. Allows for Scalability and Flexibility

Maintaining scalable, flexible customer care gives your business a huge advantage. Businesses that can scale up to meet their customers’ ever-changing needs provide a better quality of service. Scalable service is something that customers appreciate and it gives your staff some breathing room during busy seasons. With customer care agents available when they’re needed, your customers can access quick service even when you’re at your busiest. And with self-service platforms, live chat, email, and other useful technologies, your customers have the power to solve common questions without dialing your number. Flexibility has also become more important than ever in the past year. Many businesses closed in 2020 after they could not continue in-person operations. But organizations that found ways to pivot with technology were able to stay afloat and maintain a consistent revenue stream. Your business’s ability to adapt in the face of uncertainty has a direct impact on your success. Digital customer service is key for scaling your business as new customers are onboarded. It allows your business to grow without putting undue pressure on your staff. Your company should scale up and down based on your customers’ needs, and the right technology makes this easier.

How to Create A Digital Customer Engagement Strategy

It may seem overwhelming to overhaul your current processes in favor of digitization. At Radius Global Solutions, we have 25+ years of experience building successful customer engagement strategies for global businesses. We’ll work with you to make this transition as easy as possible for you and your staff. Reach out to our team today to find out how your business and your customers can benefit from a digital engagement strategy.

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