How to increase CX using automation?

Whilst selling a product/service, the best thing you can do is to provide a comfortable experience to your consumer.

And on the eCommerce platform, it’s really easy to provide that comfortable customer experience. It can be as simple as creating a minimal design for your eCommerce platform.

Why does CX matter?

Let’s talk practical.

Think of it this way, your eCommerce brand sells apparels. Your goal is to successfully sell apparel to consumers of the Internet. To achieve it, you’ll need to provide an experience even better than the one that an offline store could provide.

And, you succeed to do it by creating a store that doesn’t just look minimal and clutter-free but, also, provides necessary information about the product. Let us also consider that the payments and delivery methods are flexible and comfortable.

What do you understand from the above?

To cater to an audience of the Internet and to compete against the brands of the Internet, you’ll need to focus more on selling a comfortable experience around your products.

Meaning, on the Internet, consumers focus on ease of purchasing a product rather than the product itself.

For instance, consider two eCommerce sites A & B selling the same product. If A loads faster than B and provides better payment options, any consumer would choose brand A over brand B

How can you increase the CX of your business?

We’d recommend you to start by positioning yourself as your brand’s potential consumer. Create a summary or a list of how comfortable your shopping experience should be.

And, if you are a brand that operates on either of these channels, here are a few tips that could be of help.

Offline Channel:

1. The consumer should be easily able to locate your store physically and digitally.
2. Make sure your store’s design is minimal and only focuses on showcasing the products rather than the design of the store.
3. Make sure that your sales representative can speak to the consumers comfortably and can answer any of their queries.
4. If not, the sales representative must not hesitate to communicate with you about the query and revert back to the consumer.
5. Make sure that your consumer is greeted with every necessary description of the product they are looking to purchase.
6. Be flexible with payment gateways. We’d prefer for you to accept Cash, UPI, and Card payments.
7. Accept returns on products with manufacturing damage and provide support.
8. Create a local community around your consumers and give them a pedestal.

It can be as simple as sending a thank you note to the consumers and wishing them on their birthdays and special occasions.

Online Channel:

When we speak of increasing the CX on an online platform, the scope is unlimited. With the Internet, you can do just as anything for your consumers. And the best part, it’s cost-efficient.
You could increase the CX by simply empathetic and sending a personalized email with coupon codes to your consumer.

Speaking of email, we, at Nexgen, believe that it is the easiest way to increase your brand’s cx when combined with automation.

How do automating emails increase CX?

For starters, it reduces your workload.

Again, to understand it better, let’s talk practical.

Think of it this way, your eCommerce brand manages to service a million customers and collects the data of them. With just their birthdays, you could automate an email service that would not just notify the product’s delivery status but also send a flat 20% discount on the consumer’s next favourite product saved in the wishlist to increase the interaction.

And, it doesn’t end there. Think of it this way, with million consumers on your platform, you’ll have to invest in a communication centre that can handle a million calls at a particular time.

But, you could optimize the monetary and work-force investment required in the communication sector by using automation.

Think of it this way, with a million sales on your eCommerce platform, you’d at least receive 5% of the products back as a case of returns/replacement.

For instance, If a customer is looking to return/replace a product wherein he/she isn’t able to connect to the telephonic method of contacting your brand. And, if he/she finds an email on your website that caters to business opportunities yet sends an email to the said email address with a hope to reach you.

In a world without automation, that’d mean the customer’s query has a very little probability of being properly solved. But, with automation kicking in, the server would automatically understand the context of the email by identifying certain keywords and redirects it to the concerned representative department for better reach and efficiency.

Meaning, on the customer’s end, he/she would be updated with an email acknowledging the concern and the representative department would get an email stating the issue. Thus, solving the customer’s problem faster and providing comfort.