Companies strive to provide engaging customer experiences, but almost half of customers think that brands are failing to deliver on that promise. This significant discrepancy between business intentions and customer opinions highlights the challenge companies face in creating seamless, personalized customer interactions that live up to constantly rising expectations.
The inability to close the customer experience gap can lead to far-reaching consequences for B2B companies, including dissatisfied customers, diminished brand loyalty, and, eventually, falling revenues.
Read on to find out how you can deliver what customers want by completely reinventing your customer service with digital transformation.
Customer service digital transformation refers to the process of leveraging digital technologies, such as automated order processing and business document automation, to improve customer interactions and experiences. The goal is to boost efficiency, ensure consistency, and enable personalization across all customer touchpoints.
This approach is crucial for success, as B2B customers have become used to the frictionless one-click orders and next-day delivery standards of B2C e-commerce. As a result, they now expect high levels of convenience and straightforward, personalized interactions from all businesses.
Failing to offer a good experience is a surefire way to drive customers to competitors who can deliver the service they have come to expect. Research indicates that businesses that prioritize customer needs tend to be 60% more profitable compared to those that overlook this critical dimension.
Customer service digital transformation means integrating advanced digital technologies across all your customer engagement channels. It includes the following processes:
Seeking to deliver best-in-class customer experiences, electrical equipment distributor Sonepar adopted Conexiom’s automated order processing solution. This allowed Sonepar to eliminate errors and significantly improve order speed. The firm was able to save over 1,000 staff hours every month by automating manual tasks, allowing their sales team to focus on serving customers and acquiring new business.
Automation can play a pivotal role in helping you implement your customer service digital transformation by improving operations, enabling self-service options, and enhancing customer interactions.
Automation also allows you to:
Customers want a service that's fast, effective, and straightforward. Going digital lets your company match consumer expectations of convenience and speed. To please customers, Customer Relationship Management (CRM) systems can analyze customer data in real time to enable highly personalized interactions, addressing the challenge of maintaining a more human approach to digital services. Automated chatbots can handle routine inquiries, allowing human agents to manage complex or sensitive issues, thus maintaining a balance that accommodates customer preferences. When service is fast, effective, and personalized, customers tend to stick around. They'll keep doing business with your company if your service satisfies their needs.
Customer service digital transformation allows you to streamline processes, eliminate errors, minimize manual efforts, reduce response times, and cut operational costs. For example, with chatbots handling common queries and reducing mistakes, your human agents can focus on more value-added tasks, making operations more efficient.
Advanced analytics derived from your digital tools enable a deeper understanding of your customers, letting you tweak service offerings based on usage patterns, resolve problems proactively, refine approaches to satisfy individual needs, and continually optimize the end-to-end experience. The result is a constantly evolving, highly personalized service journey.
With automation, you don't need to hire more employees to cope with increasing customer service demands if your company grows, the technology can easily scale as you expand.
Companies that transform digitally can offer new, improved services, gain a competitive edge, and attract customers away from rivals who struggle to provide the same level of service.
Automation tools such as often come with capabilities to integrate smoothly with existing systems, such as CRM platforms and Enterprise Resource Planning (ERP) software, reducing complexity. Automated systems can also update and adapt to new technologies through machine learning algorithms, keeping pace with advancements without manual intervention.
Automated tools that comply with data protection regulations keep customer information safe and secure. Automation also reduces the risk of human errors that can cause data breaches.
By automating routine and time-consuming tasks, businesses can reduce operational costs and improve ROI, as automated systems work around the clock without the need for breaks or overtime pay. Continuous operation leads to significant gains by boosting throughput and raising consumer satisfaction. Fewer employee hours also mean reduced training and admin costs.
Electrical equipment distributor Werner Electric Supply adopted Conexiom’s 100% accurate document automation to accelerate order processing. By automating document management for over 24,000 SKUs, Werner saved around 6,263 staff hours annually. Resources previously devoted to manual order administration have been re-directed towards further developing exceptional customer experiences across Werner’s 13 locations.
Digitally upgrading your customer service offers huge returns, making your operations smoother and improving how customers view your business. Conexiom can help you automate all your business document management, from handling sales orders to processing invoices.
The Conexiom platform offers:
Schedule a custom demo today to see how Conexiom's solutions can benefit your business.