Social listening is the practice of tracking everything that is said about a brand, a product or a specific topic in open digital channels. The opinions of consumers are very valuable because through them, important information that escapes to data analysis can be detected, such as failures and suggestions.
Customer service and support
Timely and clear customer support is a key element. You can add digital support systems such as chatbots to enrich your customers’ experience. This tool attends in a very personal way and with a lower percentage of error in dealing with the client, and you can get some of them for free in platforms such as Facebook.
If the customer support is given by a human, it’s important to get the correct kind of people in this area. The goal is that the communication they offer is always aligned with the tone and values of the brand.
AR technology is rising. It’s a digital tool that brings virtual elements to the real environment. Using it makes the shopping experience unforgettable and clears doubts out of your customers. Some brands have used AR to make up for the lack of direct contact during confinement and offered the visualization of their products through apps. However, its use is not limited to online purchases, it can also be used inside your shop in order to enhance the buying experience.
Ikea developed an app that allows its customers to visualize the furniture in their spaces through AR, but also included technology such as VR within its physical stores to show color options in their products. According to Google, 66% of customers are interested in using AR when purchasing products or services. Why not try it yourself?