Technology rules these days. Devices in homes and many other places are increasingly being connected. And as we’ve come to accept, this connectedness is an accelerating trend. You should also be leveraging integration and connectedness of your systems and departments. Connecting commerce, marketing, and service makes a lot of sense for any business. Why? Simple; because that’s how you build integrated, continuous customer experiences.
These days, the quality of customer experiences a business provides determines whether its customers stay or leave. As such, it’s time you started laying down a solid foundation upon which you’ll build memorable customer experiences. Question is, how exactly do you start going about this?
Focus on Key Moments
As a business owner, you want to pay 24/7 attention to the customer journey. You should be vigilant so you can make the most of that excursion. Similarly, you need to identify instances or “use cases” where providing integrated experiences would have the most impact.
Some of these instances include abandoned cart, coupon redemption, and transactional emails. Personalized recommendations, view order history, and “order on behalf” of are other critically important use cases.
If you properly manage these use cases, you’ll see considerably improved customer engagements and brand loyalty. Let’s now look at these use cases and see how integration might work.
1: View Order History
What happens if a customer decides to cancel an order? Maybe they changed their mind for some reason, or bumped into a better deal, or whatever. When a customer initiates order cancellation, integrated systems make it easy to complete the process on your end.
With integration, everyone in marketing and service easily accesses customers’ shopping history. To make the cancellation process proceed seamlessly, your agents should have order cancellation system rights. Great customer service is essential at every point on the customer journey. It doesn’t matter whether they’re placing or cancelling an order. You should strive to wow them every step of the way.
2: Transactional Emails
Prompt communication is vital throughout the shopping process. Your business should keep its customers in the loop concerning every detail pertaining to the transaction.
First off, send customers a notification saying you received their order and are processing it. After that, they should receive shipping and order delivery confirmation emails. Finally, you should send them a notification informing them that their product has arrived. Email templates coupled with integrated commerce and marketing systems would help you perform these tasks effortlessly.
3: Order on Behalf of
Everyone today accesses the internet any time they want, right? Well, not always. Sometimes, your customers can’t place an order because they can’t, for some reason, connect to the Internet. Other times, they can’t find a specific product or design, size, or color combination. Typically, such customers call service for assistance.
If you’re leveraging a portent cross-cloud solution, your people should easily place the order on behalf of such shoppers. Being able to do that for them boosts gross merchandise value, customer engagements, and satisfaction.
4: Coupon Redemption
With good systems that are also properly connected, processing coupon redemptions should be a breeze. The right cloud solutions enable you easily track redemptions. Similarly, it should also empower your teams so they can keep shoppers that respond to incentives engaged.
Integrating marketing and commerce clouds can help you offer targeted customer journeys. With such integration, you’d have seamless coupon redemptions. Plus, your gross merchandize value would get a serious boost. What’s more, you’d see better engagement and connection with your customers. It’s a great way to provide shoppers with high-quality, interactive experiences.
An effective cross-cloud solution would help you send out personalized messages informed by historical customer behavior. These interactions are also a great opportunity to incentivize repeat customers. Did you know that 54 percent of customers that buy 3 or 4 times return?
As your systems process coupon redemptions, they’ll harvest your customer’s overall shopping experience data. You’ll learn what your customers need so you can provide it. You’ll end up with a data goldmine that’ll give you valuable insights. Insights that’ll help you improve future customer experiences.
5: Abandoned Carts
Pretty much everyone gets abandoned carts. In fact, over 70 percent of shoppers abandon their cart! But if you’re seeing too many of them, that’s a bad sign. Nobody likes it when people visit their website, load tons of stuff into a cart and then just vanish. That makes you feel the way farmers do when rain-laden clouds appear only to disappear without pouring down rain.
So how do you reduce the number of abandoned carts? Maybe you can send shoppers an email offering them a discount if they complete the buying process. Alternatively, you can try to entice them by sending them a coupon. What other ideas have come to mind?
No matter the approach you go with, you need appropriate solutions to execute it. Fact is, you’ll want to integrate commerce with marketing. You’ll also want to craft guided communications to boost customer engagement and increase sales.
6: Personalized Recommendations
Every business wants to keep its customers perennially interested in its products. You, too, should invent ways of keeping existing and future customers showing up at your storefront.
Sending out email recommendations about new or upgraded products can be a great way to keep customers interested. Likewise, studying each customer’s order history can help you figure out the best way to personalize their messages.
Integrating your systems enables you to develop an intelligent profile for each customer. Afterwards, you’ll then craft targeted email campaigns based on their profile. As a result, your customers will almost always get recommendations that reflect their specific needs. You’ll help make buying decisions easier for them. And your revenues will most likely skyrocket.
Final Thoughts on Connecting Commerce, Marketing, and Service
Items in a growing number of homes today are getting more and more connected. They can “talk” to one another. And that’s placing tons of convenience in people’s hands. Businesses, too, should tap into the endless capabilities inherent in connected and integrated systems. After connecting commerce, marketing, and service efficiently, customer satisfaction and revenues increase considerably. Fortunately, there are many highly effective cloud solutions you can leverage.
Veloxy is paving the way by providing merchants with tools that unify consumer experience across all sectors. This includes commerce, marketing, and service. One of the best tools for improving prompt communication and by extension customer experience is Veloxy Engage. Not only does it save you time with ready templates, it also adds an array of added benefits. These include mail-merge, email tracking, and engagement analytics, But most importantly, users get CAN-SPAM compliant bulk email.
And as the customer becomes more empowered, companies with poor customer experiences may find themselves low on sales and high on marketing costs. To make the process smoother, make use of sales enablement software and CRM tools like Veloxy Mobile and Veloxy Engage. These will help companies make the most out of Salesforce by keeping track of customer activities, needs, behavior patterns, expectations and forecasts that will help improve the overall experience of your services.