The period of the global epidemic is both a period of opportunity and the adaptation of traditional businesses to digital businesses. Because customer expectations are focused on a smooth user experience across all channels, whether it’s messaging, chat, live or voice via various social media channels such as LINE, FACEBOOK or Pantip, but the business sector It is also important to plan carefully how to deliver a good service and experience to customers through these channels. Including having to plan every system to be able to go smoothly and consistently.
CRM system or Customer Relationship Management is to build or maintain good relationship with customers, whether using technology or various strategies. to help enhance the experience and satisfaction so that customers do not switch from our brand to use other brands
- 76% of modern customers expect consistent interactions. even if it is a cross-departmental communication But all parties in the organization should be able to answer questions in the same direction.
- 80% of customers think the experience is positive as important as with the products and services of the company That shows In addition to your products or services, the standards are accepted. A good user experience is equally important. to attract customers to want to come back to use again
Even if you, as a business owner, find that instant digitalization is difficult and requires immediate action. in order not to lose the opportunity to reach new customers During the epidemic, it is not yet known when it will end.
Yet another 72% of marketers find it harder and more complex to adapt to customer expectations instantly than traditional marketing strategies.
Additionally, the availability of more digital tools such as Artificial intelligence and Data integrations is good news to help organizations and businesses. can access basic information insights and can be applied to suit each group of customers in a timely manner
Smartphones can also help maintain customer relationships.
Even though smartphones have become a part of our daily lives, In business, did you know that phones or smartphones can also be used as a hub for customer service?
Many companies in Thailand have started using an innovation called AI Call Center to enhance their communication services, such as Nong Manao of Krungsri Bank. Nong Aunjai of AIS is using technology to help solve problems in answering calls and fix basic problems before reaching human employees. Considered to help alleviate the problem of delays in waiting in lines as well.
If your company doesn’t have enough teams to answer questions. Choosing the right sound tuning technology for your business and helping you troubleshoot the basics. It will allow you to access customer data and make sales when the customer calls. Plus, there’s no wasting time on hold, transfer, and busy searching for answers.
Connect to the system on social media more conveniently.
I believe that both old and new executives probably already know that. “Social media” has become one of the best communication processes between customers and brands in this era. As long as you have interesting information and put it on any page, website or channel, you will get “voice” from customers.
because of the new generation In addition to searching through Google, social media such as LINE, FACEBOOK and Pantip are all channels through which customers can reflect. what they want from the brand
If you can connect customer engagement to your customer relationship management system You will also create one-to-one message communication with customers. as well as maintaining a good communication experience with customers
Instead of using talk as one of the only communication channels. Sometimes choosing tools that are tailored to your business can also increase your customer impression.
Know M Intelligence
M Intelligence is a technology services company formed by a combination of technology experts. and those who have experience working closely with the business in applying digital technology. It is also a Salesforce Authorized Cloud Reseller and has a team that is officially certified by Salesforce in various fields, and is also ISO 27001 certified, an advanced information security management standard.
Currently, M Intelligence provides three core Salesforce solutions: Sales Cloud, Service Cloud, Marketing Cloud.
Salesforce’s CRM on Cloud system is the most popular system from the US. It is a customer care system that integrates data centers. Help the team work better There is a Lead, Account, Potential Customer management system in one system, enabling the system to track every activity that occurs. allowing management to forecast revenue or income that will come into the organization in real time Through a dashboard-style reporting system, it works even on smartphones.
M Intelligence will assist businesses in converting data from documents to be stored in digital systems. Including connecting information systems together and doing Social Listening from foreign social media such as Facebook, Twitter, LINE and Thai social media such as Pantip, giving businesses comprehensive information and able to bring to apply for maximum benefit
If you’re interested in exploring the all-in-one customer service solutions that your customers and agents will love. We’d love to talk without obligation. or want to schedule a time to talk send email to [email protected] or website www.mintel.tech/contact/
