The concept ‘every company is a software company’ is becoming increasingly common. This phrase emphasizes the need for businesses to operate digitally to achieve success in today’s market. Operating solely offline is no longer sustainable for today’s consumers.
A recent report by Microsoft titled Unlocking the Economic Impact of Digital Transformation in Asia Pacific reveals that digital transformation will contribute significantly to the continent’s GDP by 2021, with businesses seeing improvements in productivity, cost reduction, and profit margins by investing in digital transformation.
For retailers and business-to-consumer companies, investing in technology is crucial to meet customers where they are and engage with them in a personalized manner across various channels. Businesses are realizing the impact of customer experience on their success, and the need to overhaul their current customer communications through digital transformation.
A survey by Twilio indicates that the majority of consumers globally prefer to communicate with brands digitally, with a significant number using messaging apps as their preferred channel. This highlights the importance for businesses to adopt a multi-channel strategy to meet customers on the platforms they prefer.
Recognition and complexity
Studies show that consumers expect personalized marketing messages, and businesses must communicate on the preferred channels of their customers. However, many enterprises struggle to effectively engage customers through messaging channels due to various challenges and complexities in integration and infrastructure maintenance.
Tech is the answer
Recognizing the importance of effective customer communication, businesses are advised to invest in technology that simplifies multi-channel communication. APIs that facilitate conversational experiences across messaging channels can help businesses execute an effective customer communication strategy at scale efficiently.
No excuse
Leading companies are realizing the benefits of multi-channel communication and investing in technology to improve customer experience. With modern technologies enabling seamless integration of messaging channels, businesses have no excuse to not adopt a multi-channel approach in their communication strategy.
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This article was first published on December 18, 2019
The post Key to success: Digitising customer communication and investing in a multi-channel approach appeared first on e27.