While digital transformation is essential for enhancing internal operations, the pandemic has considerably moved the consumer experience’s focus.
Due to today’s “work from anywhere” corporate culture, customers expect more digitization of company processes and deliverables
According to a Salesforce article on customer involvement, 83 percent of customers today anticipate fast engagement when contacting a company, and 70 percent prefer ease over branding.
Using KM for digital transformation to help customers succeed
It’s easy to be intimidated by the digital revolution. It necessitates a significant amount of time, planning, and money. However, if your idea is appropriately implemented, the return on investment will be consumer happiness and loyalty.
Here are five ways KM for digital transformation can drive customer success:
1. Transforming data to knowledge
Technology has made it possible to access previously new knowledge. It’s a key motivator and tool for better understanding your consumers’ goals, needs, and behaviors at every user journey stage.
According to a Price Waterhouse Cooper customer experience research, one-third of customers will abandon a business after a single negative experience, even if they previously adored it.
The more you know about your customer’s needs, the better you’ll be able to improve their experience. To ensure a more successful level of engagement, use this data to fine-tune their knowledge further, fulfill their preferences, identify their pain areas, and obtain a complete customer profile.
2. Quicker resolution
We have come to anticipate a rapid response or resolution to performance or user experience concerns due to today’s technologies. Any interruption in service can risk both client retention and your reputation.
Customers want a quick & effective resolution to their problems in the first call only, and digital transformation satisfies that desire.
Ensure that your digital transformation requires technology that can bring data from organizational silos into a single central dashboard in real-time and noticed activity trends, downtimes, and other issues. This will give your IT personnel a bird’s-eye view of the situation allowing them to pinpoint the specific problems and geographic locations that are most affected for quick response and solutions.
More advanced diagnostics also provide a historical record to aid in long-term planning, subsequent product, and service advancements and prospective concerns that may damage business and customer service – all of which add to your organization’s long-term viability and strength.
3. Customized experience for every customer
The more you interact with your customers, the more likely they will continue to do business with you. In addition, they’re also more likely to spend more money and add more value to your company.
The capacity of digital transformation to increase customer engagement is a big part of its potency. Immediacy in responding to and satisfying client requests, for example, promotes customer engagement.
Furthermore, digitalization allows users to access services, complete transactions, and initiate communication at any time and from any location, improving the convenience and speed of service requests.
Providing clients with the ability to specify their communication preferences, billing preferences, and other alternatives improves customer service.
According to the Salesforce article, 66 percent of customers want businesses to understand their requirements and desires, with 52 percent expecting personalized products and services.
4. Better Service
Your products and services must not just work well constantly, but the client experience must also be great. Digital transformation will enable your company to create a relationship with each client and provide faster issue resolution, 24/7 service, and customization of products and services. This will allow you to bridge clients’ demands and desires more effectively, resulting in a more seamless experience.
Customer touchpoints are increased by more frequent communications, such as shipment and maintenance updates and new product releases and promotions. Gamification can also be used to improve customer service and engagement.
Gamification technology’s algorithms for customer behavior analysis can assist your company in identifying and responding to preferences, prejudices, and other motivators and actions. This allows you to engage and manage your clients more effectively, making them feel like people rather than numbers.
5. Smooth and seamless interaction
Every aspect of your organization must work together to prioritize customer satisfaction swiftly and effectively to provide a seamless customer experience.
Even if you have the best customer care team in the world, if your IT department can’t maintain your e-commerce website or cloud computing running smoothly, no amount of attentive customer service will keep your customers interested.
A successful digital transformation program guarantees that all touchpoints within the business streamline its operations and provide a consistent, unified customer experience. In addition, the platform will act as a hub for information sharing and knowledge management across departments, removing information silos that stifle customer service.
Customer satisfaction and success are both dependent on digital change. It has emphasized the significance of all areas of a business working together to establish a clear and convincing path from the first encounter with a customer to complete customer loyalty and satisfaction.
Digital transformation through Knowledge management develops a customer-centric culture beyond increasing market share to ensure your company’s long-term viability, financial success, and brand recognition. If you consider Sharepoint alternatives, it will provide a high ROI and increase client retention and corporate sustainability.
Customer experience meets operational efficiencies in digital transformation. Investing in digital transformation puts your customers in control of the path to a stronger, more viable company.