6 Steps to an Excellent Digital Customer Experience Strategy | New Media Services


June 13, 2023

Written by

Merlene Leano

Despite the fact that we are not yet living in the Fourth Industrial Revolution (4IR), we have had the opportunity to see, or more accurately, experience, what it has in store for us. Nothing could be more true in terms of communication. In today's technologically advanced era, the vast majority of companies have reported a significant rise in the number of client interactions taking place through a variety of online platforms, including video chat, live chat, on-page contact forms, and, of course, social media.

Without a doubt, these digital communication channels have proven to be game changers, particularly in terms of giving the finest user experience. However, as time passes and different customer-related trends arise, some of these tactics may become less effective. As a result, developing and executing customer-focused digital strategies is essential to ensuring that all of your operations keep up with the changing tides of customer wants and expectations.

But before we proceed to the nitty-gritty of digital customer experience management and strategies, it is imperative to know what digital customer experience is.

What is Digital Customer Experience?

The engagement of clients with your brand via the internet is referred to as digital customer experience. These interactions can occur through your digital communication channels (social media, email, and live chat) or through a variety of connected applications and software packages (mobile and desktop). Essentially, all online customer encounters are digital experiences.

Now that you know the concept of digital customer experience, let’s have a look at some of the most surefire ways to optimize and improve digital customer experience. 

What is a Digital Customer Experience Strategy?

A digital customer experience strategy (also known as a DX strategy, customer-focused digital strategy, or digital customer service strategy) is the effort to implement a holistic plan to provide positive experiences to end-users throughout their journey with your brand—both online and offline. Pulling off a flawless DX strategy ensures a more meaningful experience and inspires more client engagement, increasing their commitment to your company.

When designing your DX strategy, you should create a viable plan that emphasizes a customer-centric viewpoint to guarantee that the end-result meets your customers' expectations. Using various CX metrics also allows you to set measurable targets, measure how well your CX team performs, and, most crucially, provides you with a heads-up on what action should be taken to help you stay on track.

6 Digital Customer Experience Strategies

1. Have an In-Depth Understanding of Your Customers 

Although some people may claim that they are already familiar with who their audiences are, understanding them is a considerably more challenging endeavor. In order to create an excellent experience for your users, you need to know who the people you cater to. The expectations that each customer has are unique to them. During the course of their engagement with your brand, it is possible that their requirements will shift in response to the experience.

One strategy for accomplishing this goal is to make use of buyer personas.

A buyer persona, in its most fundamental form, is a profile that is derived through research and is used to represent a certain segment of a target audience. You should be able to find all of the information you require for your ideal client within your buyer persona. A buyer persona can help you design DX tactics that are tailored to your target audience's genuine requirements and expectations.

2. Individualize Your Approaches to Establish Connections

Consumers today have come to demand a more personalized experience from the brands they patronize. Recent surveys indicate that 75% of respondents are more inclined to support businesses that deliver individualized digital experiences. According to findings from other sources, 74% of members of Generation Z hold a preference for individualized products over those of earlier generations.

The figures that were shown above highlight how important it is to provide personalized assistance to clients.

Make sure to provide customers with a holistic list of product suggestions based on the browsing patterns they've displayed or the questions they've posed to your live chat operators. By recommending this product to them, you are narrowing the number of options available to them, which makes it simpler for you to influence the purchasing decisions they make and convert them into paying customers.

3. Maximize Omnichannel

Customers in today's market gravitate toward several channels of contact. Some omnichannel customer service examples can be found in the company's messaging software, social media platforms, on-page chat, and email. They expect your business to fulfill their needs by responding to their inquiries through the mode of communication that best suits them.

With a unified communication channel, agents can seamlessly switch from one channel to another without interrupting the flow of client engagement. For example, a user can begin their conversation with a live chat agent and then continue it via after sales emails without being placed on hold or queued.

In addition, the vast majority of customers despise the idea of having to repeat themselves, particularly after having already voiced their concerns a number of times. Therefore, if a customer brings up the same issue through one of your communication channels, the agent on duty will be able to easily take up where the previous agent left off, which will result in an improved overall experience for the customer.

4. Take Advantage of AI

While having a team of dependable customer service representatives is fantastic, it is important to remember that they are still humans with inherent limitations. This is especially true if you are catering to several time zones. You can't expect them to be active all the time, can you?

Conversely, using conversational AI chatbots allows you to automate your help desk service to provide timely and accurate assistance even after business hours. Chatbots can also be implemented in order to deliver more tailored responses and assistance to customers.

Chatbots, for example, can be programmed to provide product recommendations depending on the customer's location or browsing history. A chatbot can also be integrated with your internal database to deliver more personalized recommendations based on client data.

5. Deliver Seamless Purchasing Process

Customers expect their transactions to go as smoothly as possible, particularly when money is involved. As such, it is of the utmost importance for your organization to guarantee error-free payment procedures whenever a customer places an order through your online marketplace. Also, be certain that your check-processing procedures are secure and free of online payment fraud.

6. Be Open to Customer Feedback (and Make it Easy for Them to Give One)

Customer feedback enables you to determine which aspects of your business should be improved and which should be entirely overhauled. As such, make it a practice to be receptive to constructive criticism. Make a point of responding to both favorable and negative feedback. This makes your customers feel acknowledged and respected, which increases their long-term commitment to your company.

The following step is to emphasize ease and convenience. Make it easy for your customers to submit feedback via their preferred method. You can utilize a point system, a feedback form, or your live chat widget on your website.

It Shouldn’t Be Rocket Science

That's just right! Finding ways to make digital experiences better shouldn't be hard or tricky to figure out. Even though the digital marketplace could look like a battlefield, it is much simpler to stay ahead of the competition if you offer an exceptional digital customer experience to each and every one of your clients.

Your best bet for keeping up with the continual shifts in the expectations and standards of the industry is to develop a comprehensive set of digital strategies that are centered on the needs of your customers.

If, despite everything, you are still confused, there is one more strategy that will unquestionably help you enhance your digital customer service. This can be accomplished by contracting out your customer support.

If you outsource your customer service to a reliable outsourcing partner, you can leverage the knowledge and skills you already possess, in addition to the supply chain that is already in place. It will save you a substantial amount of money while also providing your business with the flexibility and agility to adapt to the constantly shifting market conditions (and potential dangers).

If you opt to outsource your call center operations, we may be able to assist you. New Media Services provides multilingual call center outsourcing services to assist you in improving your customer-centric methods. Our adaptable call center solutions are available 24 hours a day, seven days a week, and ensure that all of your customers receive immediate and prompt responses.

Prosper in this globally competitive environment. NMS can handle your call center. Please contact us.

Latest BLOGS

Read more

Help us devise custom-fit solutions specifically for your business needs and objectives! We help strengthen the grey areas on your customer support and content moderation practices.

Main Office

433 Collins Street,Melbourne. 3000. Victoria, Australia

Other Offices







Get Started

How can we help:

I would like to inquire about career opportunities

    A good company is comprised of good employees. NMS-AU encourages our workforce regardless of rank or tenure to give constructive ideas for operations improvement, workplace morale and business development.

    © 2024 New Media Services | All Rights Reserved
    Privacy and Policy