Customer Experience

Digital Transformation is the process of incorporating new digital capabilities into established analogue businesses to enable them to compete in the modern digital era. It’s also about changing the way businesses are organised and operate to maximise the value from the new capabilities and opportunities offered by digital. Businesses that are ‘born digital’ can rapidly grow. Conversely, businesses that fail to spot, react and adapt to disruptive trends can quickly fail.

A Customer Portal provides bespoke, relevant and targeted information about all the services you offer to your customers in one place. It should be accessible anytime, anyplace and have a consistent look and feel across any device used to access it. Portals can help orchestrate information flows to customers from across your business, providing them (and you) with a single view of all the activity going on within their account.

Portals can also help customer’s self-serve, driving automation of some of the simpler tasks that previously would have required human intervention to complete. A well-executed Customer Portal is a great way to create customer value and differentiate your brand:

Immediately identify customer needs

As digital technology becomes more personalised and unified across devices, interaction with people at every stage of the customer life cycle. Sophisticated data management streamlines the process of identifying customer pain points or gaps in communication, which can be leveraged to improve customer digital experiences. This prioritise the customer wants without locking companies down to any specific technology or type of interaction.
Once companies recognise the immediate needs in customer digital experience, they can act on them from a knowledgeable perspective, instead of building strategies from incomplete data. A customer portal is able to provide tools or integrate with the correct external products to address these needs.

Increased interaction between company and customer

Customer portals delivers effortless experiences on customer’s terms through any channel or device, there by increasing interaction between a company and its customers.

Delivers fast, personalised service and support

Digital Transformation allows intelligent automation which dynamically guides agents to the right actions by surfacing relevant information exactly when they need it through a single interface.

Improves the accuracy of marketing and customer engagement

Digital Transformation allows company to track customer behaviour at each digital touch point. As the Internet of things grow, companies will have more access to more channels of customer data, enabling them to draw new insights. It enables companies to discover patterns in customer behaviour and constantly improve customer experience even before they ask for it.

Increased Profits

A happy and satisfied customer continues to transact with the company that is responsible for the happiness and satisfaction, the use of customer portals gives customers utmost satisfaction and happiness there by ensuring their loyalty and continued use of products from the company.

More positive impacts

• Create effortless support experiences.
• Resolve issues with predictive care.
• Empower Agents with artificial intelligence.
• Capitalize on revenue opportunities.
• Turn insights into actions.
• Learn from the customers.
• Makes a business grow stronger.
• Increase sales.

Over 3,000,000,000 people use the internet every day. 90% of those people have used it to purchase something or contact a business within the last year alone. In the United States, Germany, France, U.K., and Canada, over 80% of the population has an internet connection. If you ignore the technologies commonly used on the internet, you are dooming your business to irrelevance.

Companies report that most of their organization is now ‘digital’ and that automation practices incorporate both the supply chain and demand chain. Digital Transformation has certainly revolutionized sales operations for most organizations. Half report digital transformation has made sales more cost-effective while some companies say the sales process is more efficient. But these aren’t the only impacts observed:

• More companies are successfully selling to customers that would not buy from them before.
• Over one-third report they’ve been able to expand globally at lower risk
• Several companies are generating more total sales – and more sales per representative·
• Most Companies are leveraging digital channels to persuade existing customers to purchase more items across more product categories.

The Digital Economy is changing the way we do business. It’s more important than ever that you have a Customer Portal infrastructure in place to delight your customers and track activity in ‘your very own digital command and control centre’. A well-executed Portal creates customer value and differentiation for your brand. It can be used to kick start your Digital Transformation and provides some preparation for the explosive demand that will be generated by the Digital Economy.