When it comes to B2C customer experience, utilising automated communication solutions (e.g. SMS API for payment reminders, delivery statuses and more), become more of a necessity than a luxury. To keep ahead of your competitors, providing a complete customer experience is an essential step. End-to-end cloud communications, including SMS and voice solutions can simplify this process, offering a powerful set of tools to boost sales and drive engagement. Let’s find out how!
Take Control Of Your B2C Marketing
Marketing directly to consumers is vastly different from marketing to businesses. B2C marketing needs to immediately grab a customer’s attention at the right time and be personalised to the specific buyers. With a typical short sales cycle, B2C businesses need to constantly communicate with their customers. This is where you need to re-think your B2C marketing process and to take control of it.
A great way to improve customer experience is by making them feel valued and appreciated, through meaningful communication. This can be accomplished by adopting instant notifications and seamless online customer interactions. By automating your B2C marketing workflow with cloud communications API integrations, you can ease your internal resources and provide a greater overview of reporting and analytics.
Provide A Tailored Customer Experience
Knowing your customers is the cornerstone to B2C customer experience. Furthermore, being able to identify and address their unique needs prove that you care and will build meaningful relationships in the process. Multi-channel cloud communications help foster relations with your customers and allow you to tailor your interactions in detail.
With a multitude of communication channels at your disposal, the opportunities for a tailored customer experience are endless. When your customers make online purchases you can send regular delivery status updates through SMS notifications. Send reminder messages as follow ups to messages which may have slipped through the cracks. Incentivise your customers to come back to you through promotions and offers.
And that’s just what you can do with SMS! Open yourself up to the capabilities that chat apps provide, and provide your customers with the personal touch of video interactions. There is no better way to show your customers that you value them, than by letting them contact you through minimal effort. With cloud communication technologies, you can integrate all of these modes of communications onto your own platforms..
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Learn From Your Customers’ Feedback
B2C customer experience relies heavily on convenience which real-time cloud communications allow you to do just that. It is also a great avenue for your customers to provide valuable feedback so you can understand them better. Whether it’s an NPS or CSAT survey, any CX team knows that when it comes to customer experience, there’s nothing more valuable than knowing what your customer truly think.
Here’s how the future of customer feedback can look like for you if you utilise cloud communications solutions to their fullest:
With collecting data made simple through solutions such as SMS Engage, your CX team can focus on the next steps. With the data you collect, it will be obvious what you’re doing well and what areas of your business may need a little work. Improving these connections will go a long way towards establishing a user-friendly community that keeps your customers engaged.
Enhance Security To Gain Trust
Another, often-overlooked, benefit to cloud communications is the added layers of security that it provides. 2FA authentication, combined with push notifications and updates, let your mind be at ease knowing that your users are protected and informed. These extra precautions can make all the difference, gaining customer trust and confidence.
There are a couple of ways to streamline your registration process, but the very first layer of security all B2C companies need to implement is user verification with automated one-time passwords (OTPs), which can be sent using various communications solutions:
- SMS API
- Chat Apps API
- Voice call (text-to-speech)
Real-time cloud communications is also one of the best ways to provide more targeted marketing and sales campaigns. Taking the first time to integrating innovative API tools might be unnerving to some, but it’s the way forward in B2C marketing and make a big impact. Look for a platform provider who can provide comprehensive reporting and analytics tools as this is important to further improve your data collection and user involvement, as well as letting you fine-tune your marketing approach in the process.
Make The Most Of Your Marketing Potential
It is clear that leveraging on cloud communication channels alleviates strain on your business, helps keep both your operations and customers secure, and provides overwhelmingly positive customer experience. Paired with targeted campaigns and well informed user interactions, your business will be capable of achieving its full potential.
Going forward, ensuring that your B2C marketing cloud communications channels are in place is an important step. Thankfully, Wavecell, Asia’s leading cloud communications platform, has you covered. Our full complement of APIs for SMS, Chat Apps, Video Interaction and Voice keep you connected at all times, without any added hassle. We also offer full support, web browser functionality, and even SMS fallback options that keep you in control.