Why you should digitise your customer service experience

Why you should digitise your customer service experience?

Thanks to state-of-the-art technology, contact centres like SA Commercial now offer integrated omni-channel capability and digital customer experience while enabling a single view of all customer contacts using smart analytics and dashboards. This innovation has been expedited through the Covid-19 pandemic, which saw transformation across virtually every sector shift towards an advanced digitised offering and business model in the BPO space. Through the development of our Innovation Hub, which reviews and optimises every area of our business, when partnering with us we ensure our Clients have access to the most advanced technology available.

Why digitise your customer service offering?

Customers are driving digital transformation! Today customers expect appropriate communication anytime and anywhere and in the format and device of their choice. It’s the customer journey that dictates our business strategies today. The net global spend on digital transformation in 2018 was approximately $1 trillion and this number is expected to increase to more than $2 trillion by 2022. 79% of businesses admit that Covid-19 increased their budget spend for digital transformation. If you are not one of these businesses, then there’s good reason to be concerned.

Digitisation opens a whole ecosystem of channels when communicating with your customers. Customers are using social media, automation and virtual assistants more frequently when engaging with global brands. Businesses who do transform digitally are creating highly engaged customers who are:

  • Six times more likely to try a new product or service from their preferred brand
  • Four times more likely to have referred your brand to their friends, family and connections
  • Two times more likely to make a purchase with their preferred brand, even when a competitor has a better product or price.

Are you engaging with your customers?

Mobile devices, applications, machine learning, automation and much more allow customers to get what they want almost at the moment they need it. To go digital requires you to rethink how you interact with your customers and personalise their customer experience.

One-size does not fit all

Exploitation of technology has always been a part of all business journeys! As customers become more empowered by digital technology and the transparency it provides, they begin to exercise their right of choice and confidently explore new ways to engage. We recommend appropriate bespoke technology solutions to match our Client’s needs as we charter together through new opportunities with our Clients. This allows our Clients to improve their customer journeys and provide easy-to-access contact points for their customers. Many of our Clients approach the digital innovation cautiously, preferring to experience first before full launches and investment. At SA Commercial, the adoption of digital remains core to our strategy.

The human touch remains core!

The importance of a “human touch” channel remains a critical part of the engagement model mix, especially when applied to more complex transactions, where customers are less confident in what they are buying. We believe realignment may be required for some Clients who wish to deliver an engaging experience alongside a variety of digital channels in a seamless customer journey.

Digital Costs?

Digital marketing helps businesses of all sizes make themselves more visible! It can be very daunting to spend extra funds with no guarantees. However, there are cost-effective ways to use online or digital to further grow your business and services. Digital marketing can be a cost-effective initiative for any business because you can continually evaluate how and if it is working. It is important to be aware of the associated costs such as hosting an application, development, transaction fees, services, integrations, support and monitoring, the fit-for-purpose digital platforms could incur.

Is it safe?

Yes. Digital communication affords greater security and high-level encryption software is used to lower any associated risks. We are ISO9001 & ISO27001 approved, and were among the first BPOs in South Africa to be accredited and certified. This early-adoption of an effective quality management and data security framework provides our Clients with huge comfort and confidence from a security standpoint knowing that their data is protected and secure.

How do you get started?

Technology will continue to improve, and soon every digital interaction will be unified. In fact, Deloitte recently announced in its latest report that the projected contact centre of 2030 is already here. The business goal is clear! A quick, scalable, asset-light global digital business model that can grow without the traditional geographical or industrial bounders, is the answer! With this in mind, we can be sure that Digital technology will continue to grow, identify more patterns and insights and offer better and faster solutions that will greatly benefit us in delivering a seamless, integrated solution. SA Commercial is on the cutting-edge of this innovation.

There is no doubt that the move to a digitised offering is a necessity when outsourcing your customer service delivery. In this fast-paced, changing world where new channels pop up every year, at its core are digital platforms connecting us to each other. Are you ready to develop a stronger customer communication model? The good news is that we at SA Commercial can help you get started.

Speak to us to find out more on how to create a fit-for-purpose, digitised solution. Connect with us on www.sa-commercial.co.za, phone local 086 186 8788 or international +27 (0) 21 409 5700 or email info@sa-commercial.co.za.

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