Some B2B organizations already take italian whatsapp number advantage of the vast amounts of customer data at their disposal. Many don’t. Technology like Ibexa DXP helps you collect customer data and use it to create first-class digital experiences that put the customer first. Collect all the valuable data you can and use it to create digital systems that are tailored to your customers.
3. Identify your points of contact
In addition to knowing your customers, you need to know your own channels and touchpoints inside and out. How do customers interact with each touchpoint? Why and when do they choose certain channels? Are channels more relevant to certain parts of the customer journey? How does that affect how you optimize those channels?
Your customer service channels aren’t one-size-fits-all solutions. They’re suited for certain situations. For example, chatbots are great for automating high-volume, repetitive queries and offering self-service opportunities. They’re not suited for interactions that require a sophisticated response, emotional nuance, or out-of-the-box thinking. To create a high-quality customer experience strategy, it’s critical to piece together the puzzle that is your customer service ecosystem and understand what fits where in the customer journey.
