One thing that matters the most in the success of every business is customer experience. According to research, 86% of shoppers are ready to pay a good amount for better customer service. The best part about offering exceptional customer service is that it helps in retaining old customers.
Brands that acquire new customers but not retain old ones lack customer service. So, how to manage customer expectations that retain old customers? How to deliver better customer service?
Good customer service means being consistent and available for them on different platforms, like, websites, chatbots, customer service centers, and social media. This is the biggest issue for so many organizations. It is impossible to stay active across all these platforms and respond to customers as soon as they raise any issues.
And this is where marketing automation comes into the picture. Automating these interactions will help brands stay in touch with customers all the time without any human intervention. They don’t need someone to sit and manage all of these things, which eases out various aspects.
This is not it. Marketing automation is crucial in increasing customer satisfaction, and let us see how it happens.
Impact of Marketing Automation Customer in Increasing Customer Satisfaction
Decrease Response Time
According to a recent study, 32% of customers who take their issues to social media usually expect a response from the brand in less than 30 minutes. 24-hour, 48-hour response time is gone, and people now want an immediate solution.
This is impossible for those with small teams and is on a budget. This is where marketing automation software will step in. You can record certain responses that are generic and use them to respond to customer queries.
Additionally, marketing automation can help you integrate a chatbot on your website and social media channels. You just have to input some frequently asked questions, and the chatbot is all set to do that. If customers have complex questions, it will collect their email information, and your team can get back to that customer during working hours.
Providing immediate responses to customers is one of the most effective ways in building exceptional customer service.
Marketing automation and data-driven marketing are helping businesses deliver better customer experiences by leveraging the vast amounts of customer data collected. You can use this data to understand customer preferences, behaviors, and past interactions, allowing businesses to create more personalized and relevant communication and experiences.
One of the key benefits of marketing automation is the ability to segment customers based on their behavior and preferences. You can now tailor their marketing messages and experiences to different customer segments, ensuring they deliver the right message to the right people at the right time.
This can increase customer engagement and satisfaction as customers receive more relevant and targeted communication.
Automates Monotonous Tasks
Now, this benefits both businesses and customers. The software automates repetitive and time-consuming tasks, such as email marketing and leads nurturing. You can also automate lead assignment among agents with reliable lead distribution software. Your team can now focus on delivering high-quality communication that is targeted, relevant, and timely, which can increase customer engagement and satisfaction.
Additionally, marketing automation enables businesses to map and optimize the customer journey, helping to ensure that customers receive the right message at the right time and through the right channel.
It is common for customers to expect some rewards when they shop with any particular brand. There were days when people used to get coupons to save some money on groceries, but now times have changed, and customers are looking for personalized rewards.
You can reward your recurring customers once they reach a certain milestone. You can also offer them a discount by analyzing their past purchases. Some customers would love to purchase by seeing the buy 1, get 1 offer, and then there are some who opt for certain discount offers.
Marketing automation software will analyze these patterns and curate customer incentives. This is the best way to tell your customers that you are observing their purchases and rewarding them.
Gather User Generated Content
Gathering customer feedback helps businesses with a huge wealth of data and also helps them in getting better with the product or service. However, you must recognize that feedback as well. Responding to the feedback on an immediate basis will make a huge difference.
Wrapping It Up
Marketing automation unifies your sales, marketing, and support team with its features. It improvises both internal and external communication as well. Businesses that are aiming to deliver better customer service should invest in marketing automation software and see how it can change their entire business landscape.