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What are the enablers to developing a unique customer

experience?

A product that delivers


Your product is the main reason why customers reach out to you. It completely takes
center stage and you have to ensure that it works just as you claim them to be. Of
course, you have to be on the lookout for competitors and identify areas where your
product can stand out and offer something different. For example, Wilson’s Restaurant
and Ice Cream Parlor in Door City, Wisconsin, gave their customers a unique
experience by putting jellybeans at the bottom of their cone so it wouldn’t drip as much.
Aside from a product that does just what the customer is looking for, it gives something
extra.

Customer service
Nowadays, there is high demand for companies to improve their customer service
because of increasing competition. Just think of call centers and imagine how much
you’ll lose to your competitors if your service is pretty bland or very poor. This is critical
because even if your product is the best of the best, it wouldn’t be successful if your
customers get annoyed when making inquiries because the sales agent is rude or
because they’ve been kept on hold. There are various forms of customer interactions
and many businesses use all of them. The various types of customer service
interactions include the following:

 website contact forms


 chatting with an online agent
 email
 telephone
Although technology and internet services have made it easier for customers to contact
customer service agents online, the telephone is still the top customer interaction
option. Voice is still a natural form of human interaction, but that does not mean phone
contacts will not have any problems.

When it comes to customer service, the most important thing that salespeople should
remember is to listen actively to their customers. What this means is that the listener
takes cues from the speaker and feed it back to them in order to go deeper into detail
about the topic they’re talking about. This makes your customer feel like they really
matter as opposed to just hearing flat or scripted responses. It’s a conscious effort that
some organizations hold workshops specifically to train their agents in this area.

Data capturing technologies help boost sales reps’ conversations with prospects and
customers because during a call, agents can use relevant data such as account
number, transaction and call history among many others, so that they can help out their
prospects more accordingly. Tenfold is a sales solution that aggregates data from
different CRM, ERP, or helpdesk softwares and captures data from various channels
may it be chat, phone, email, SMS, or email. Using this tool lets reps provide quicker
support with the help of Tenfold’s floating UI. What’s good about it is that it lessens the
customer’s frustration because they don’t need to give their account history to the sales
agent.

Asking for feedback


Making the effort to ask customers for feedback shows how dedicated you are in
providing unique customer service because it shows that you’re always finding ways to
improve your product or service. Social media is the most convenient way for
customers to give their feedback, especially on Twitter and Facebook. It’s one of the
most visible channels for communication so strategize how to incorporate asking for
feedback in your social media plans. You could also use feedback capture tools on your
website as customers who really wanted to give feedback or complaints will try and
make contact through your website or over the phone. An underutilized approach is
putting feedback bars or even surveys on your website to capture precious customer
insights.

Asking for feedback via the phone or email is perhaps the most sincere way of asking
feedback. When you close deals, it must be a practice to create recurring tasks in their
record on your CRM through your CTI integration so you can send personal check-ins
with your customers to see how they’re using your product, what their concerns are, and
what areas you can improve upon. Ask short questions, give answering options when
possible, and be sure to acknowledge their feedback!

What are the eCommerce Enabler?

An eCommerce Enabler is a business that provides an end to end ecommerce service


to another business that is trying to sell it’s products in a foreign country, usually in the
Asia region.

The Enabler will usually provide services such as supply chain and fulfilment through to
technical services like website development and marketing.

There is a huge range of these businesses out there with a wide range of success and
reliability. An example of one of these businesses is iCommerce Asia (I have no
affiliation to this business).

What are the open source options for e-commerce


solutions?

Below are the best open source platforms for any e-commerce store:

 Magento
 Shopify
 Prestashop
 BigCommerce
 Drupal
 OpenCart
 OsCommerce
 WooCommerce

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