The digital transformation of B2C – Meeting customers where they want to connect

The digital transformation of companies and the entire world have played a huge role in B2C and how we interact today. Instead of sending a letter, an e-mail, or even a fast text, we have quickly merged over to keeping everything online over social media. Businesses have had to inherently adapt to this change in order to meet customer where they want to connect. From being able to run to the store and ask the question you want, businesses have to be able to handle the most in person issues online nowadays. And not only that, internal communication has changed with it. This has led many companies to rethink their whole communication as well as presence strategy in order to adapt to evolving consumer behaviours.

In addition, it’s not uncommon for consumers to use more than one device to communicate on a daily basis. These phones typically serve different purposes such as work and private life. And being able to reach those two outlets as a company can be challenging, but is crucial in today’s digital society. This means that entrepreneurs and business owners have to work at a light speed to efficiently meet all customer’s demands while making sure to acquire new customers. So, now that we’ve made it clear that the market is cut throat, what can business do to attend to these different needs? After all, we live in a world of gratification, and to keep customers happy, you need to meet their communication expectations by monitoring their preferred channels simultaneously while not letting anything slip through the cracks. 
Not only have there been countless new channels introduced the last few years, but people tend to interchange between these to communicate. A text is used as a casual reminder, an email for more detail, and a phone call for urgent matters. And keeping track of all these from which customers reach out through isn’t an easy game to play. Maybe a customer just emailed you that they chatted you online and tried to call? With this in mind, we all have different preferences in terms of communication, whether it be voicemail, email or text. It’s just not always easy to navigate around this. No matter what medium of communication customers prefer, whether it be online, voicemail, email or text. The answer doesn’t lie in being a navigation pro and hiring someone for every channel. Instead of spending your valuable time on keeping track of all different channels, the answer here lies in seamlessly being able to connect these channels in a holistic interface. This is possible with the emerging omnichannel options that not only collects but also improves all channels in one.

 

An omnichannel strategy for B2C

Omnichannel means that customers have an equally great experience no matter what channel they choose to contact a business through. It’s about putting the customer’s behaviours first in meeting them where they want to connect. Today we have fairly sophisticated omnichannel options that have had a huge impact on B2C communication. For example, implementing Whatsapp or facebook chat to a website have become popular alternatives to traditional telephony. Both mediums are what customers use on a daily basis, so why not be available where they are? 

Throwing CPaaS in the mix here is also a powerful tool to adapt with adapting consumer behaviours. If customers are met by any kind of road bump on the way to a purchase, they’re most likely to abandon you. Implementing CPaaS here would mean something like an in-app solution to get in touch rather than exiting the app to call you for a question. CpaaS is also customized for omnichannel and is a cloud based platform that allows you to embed communication in all popular apps where customers are. This allows companies to adapt to a consumer driven strategy. And with CpaaS developers can simply add buttons to call directly from the website, chat on facebook, etc. And all this functionality can also be integrated with current CRM-systems. This serves as a truly powerful solution in order to avoid anything or anyone slipping through the cracks, while simultaneously staying on top of your B2C game.

CPaaS with Soluno

With increasingly changing consumer demands, we can help your company stay up to date with customer engagement and on their terms. We can help your company integrate telephony within your day-to-day applications such as your CRM, economy or errand system. Thus, creating an omnichannel platform for all types of communications methods. Our seamless integrations helps you enrich your communications channels with applications that your customers use, or you plan to implement. We offer a wide range of integrations and can also accommodate customized integrations according to needs.

Contact us by clicking the button below and one of our experienced advisors will gladly help you find a solution that meets your consumers needs.

By Sofia Svantesson
Brand Marketing Manager
Unified business communication and collaboration is key to streamline workflow.

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