Automation is the Future of CX 📱💬

#HTE 306 -Strategies, examples, and much more!

July 06, 2024 • Estimated Reading Time: 10 minutes

Hello there, HTE rock stars! 😎

🎉 Welcome to our latest newsletter, where the future of marketing unfolds! 

In today's fast-paced world, staying ahead is essential. Today, we’re exploring three exciting topics that are changing how businesses connect with their customers. First, learn how automation can enhance customer experiences, making interactions smoother and more personalized. Next, discover the future of contactless payments on iPhones and Androids, bringing new levels of convenience and security. 📱 Finally, see how strong branding can build trust and strengthen your audience connections. 🛠️ Join us as we dive into these trends and learn how they can benefit you. 🚀

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The Power of Automation in Enhancing Customer Experience 👀

Next-Gen Contactless Payments Coming to iPhones and Android📱 

Crafting Trust 🛠️: Leveraging Your Branding for Stronger Audience Connections 🌐🤝

Brand of the Week✨

Top Reads📚

HTE Job Board- Get Your Dream Job With a Click✨💼

The Power of Automation in Enhancing Customer Experience

In the world of e-commerce, customer satisfaction is paramount. Happy customers are the cornerstone of growth, as they are more likely to make repeat purchases, contributing significantly to a brand's long-term success. Research indicates that while repeat customers constitute only 21% of the customer base, they:

  • Generate 44% of revenue 💰

  • Make up 46% of orders 📦

  • Yield 300% more revenue than first-time buyers 📈

Moreover, retaining an existing customer is five times less expensive than acquiring a new one. Thus, improving repeat purchase rates is crucial, and automation emerges as a key strategy in achieving this goal.

Automation Increases Repeat Purchase Rates

Automation plays a critical role in enhancing customer satisfaction and driving repeat purchases. By handling repetitive inquiries, such as "Where's my order?", automation allows customer support teams to focus on more complex, high-touch problems. This efficiency improves response times and enhances the overall customer experience, encouraging repeat business.

Automation Boosts Response Times 🚀

The demand for immediate customer service responses is growing, with:

  • 90% of U.S. customers expecting a quick reply

  • 60% want a response within 10 minutes ⏱️

Automation meets this need by providing a near-instant response time, significantly reducing first response time (FRT). For instance, after implementing automation, a company saw a 65% improvement in its FRT, allowing it to deflect 55% of incoming tickets. This shift enabled the customer experience team to deliver more personalized and proactive support.

Automation Improves Resolution Times 🔧

Faster response times naturally lead to quicker resolutions, a crucial factor in customer satisfaction. Studies have shown that reducing average resolution time to under six hours can boost revenue by 2%. For example, a company improved its resolution times by 99.4% by automating 26% of customer tickets. This efficiency freed up human agents to tackle higher-value tasks, enhancing overall support quality and customer satisfaction.

Automation Enables Scalable Growth 📊

Automation is also a powerful tool for scaling customer service operations. Brands utilizing automation features often see immediate improvements, such as a:

  • 1% increase in Customer Satisfaction Score (CSAT) within 30 days 📈

  • Efficient handling of over 150 tickets daily with a lean team by automating 27% of incoming inquiries

This capability led to a 10x increase in revenue during peak shopping periods, showcasing automation's potential to drive significant growth.

Automation Saves Time and Money 🕒💵

By automating responses to repetitive questions or low-priority tickets, teams can concentrate on more meaningful work, ultimately saving time and resources. Quick issue resolution allows customers to return to their shopping experience faster, enhancing their satisfaction and loyalty. Importantly, automation is a tool to support, not replace, human agents. It helps teams of all sizes drive value, providing extra support without additional overhead costs.

Automation in customer service is not just about efficiency; it's about creating a seamless and satisfying customer experience that drives repeat business and long-term growth. By improving response and resolution times, enabling scalable operations, and saving time and money, automation proves to be an indispensable tool for any ecommerce brand looking to enhance its customer service capabilities and achieve sustained success.

📱 Next-Gen Contactless Payments Coming to iPhones and Android

Most people make smartphone contactless payments daily without thinking about it, but a next-gen version of the tech is now en route for iPhones and Android phones.

🌟 Introducing Multi-Purpose Tap

The NFC Forum, which counts Apple, Google, Qualcomm, and Sony among its board members, has just outlined a new version of the tap-to-pay tech called Multi-Purpose Tap. This advancement aims to "revolutionize the contactless user experience," though it will likely make shopping a bit more convenient, which is certainly a welcome improvement.

🛍️ Enhanced Features

As the name suggests, the Multi-Purpose Tap will allow users to accomplish multiple tasks with a single tap of a phone, going beyond simple payments. Here are some examples of what it can do:

  • Loyalty Points and Promotions: Earn loyalty points or access promotions while making payments in shops.

  • Age Verification: Automatically verify age when purchasing age-restricted items like alcohol.

  • Travel Discounts: Receive discounts or concessions while buying travel tickets.

  • Recycling Information: Get information about how products can be recycled and reused when purchasing goods.

While these features sound useful, there is a concern that Multi-Purpose Tap could also lead to unwanted marketing alerts or related information being sent to phones during payments. Therefore, customizable settings on iPhones and Android phones will be essential to protect user privacy and ensure a positive experience.

🛒 Benefits for Shoppers and Shops

Some of the benefits of Multi-Purpose Tap include:

  • No More Loyalty Cards: Eliminate the need to carry separate loyalty cards.

  • Paperless Receipts: Reduce the wait for paper receipts to be printed, minimizing friction in shopping.

These small upgrades could enhance shopping experiences and be advantageous for shops as well.

⏳ When to Expect Multi-Purpose Tap

Currently, there is no expected launch timeframe for Multi-Purpose Tap to roll out, as it's still in its early "first overview" stage. The NFC Forum has been asked for an estimate and will provide updates once available.

This next-gen technology promises to significantly improve daily transactions, making them more seamless and efficient. 

Crafting Trust 🛠️: Leveraging Your Branding for Stronger Audience Connections 🌐🤝

Understanding Visual Branding 🌐

Visual branding is the key to making your business instantly recognizable. Think of iconic logos like Nike and Apple or the distinct red used by Coca-Cola. Visual branding ensures customers identify your business beyond just the product, fostering trust and recognition. 👁️‍🗨️🔍

How Brand Assets Works 🛠️

Designed for e-commerce stores, Brand Assets seamlessly integrates your logo, fonts, brand 

colors, and social media links. Connect your e-commerce store to Omnisend, and these elements are automatically incorporated into your email templates. The preview feature lets you visualize how each template will appear with your branding before selection. 👀🖼️

Why Your Visual Brand Matters 🚀

Your visual brand is a powerful tool for differentiating your business and building trust with your audience. Consistent visual branding has been shown to increase revenue by 33%. Burger King's recent campaign, referencing competitors with clever colors and shapes, illustrates the impact of consistent branding. 📈🌈

Reaping the Benefits of Visual Branding 🌐

When used consistently, visual branding:

  1. Enables instant recognition 👀

  2. Builds trust 🤝

  3. Creates stronger brand ambassadors 🚀

Taking a Lesson from Burger King 🍔

While your business may not be on the scale of fast-food giants, reinforcing your visual branding in every communication strengthens your brand over time.

Brand of the Week ✨

Kelly Geary, Founder

Born out of private chef and postpartum doula Kelly Geary’s decades of experience in the food world, Sweet Deliverance combines her passion for sourcing the best ingredients with the desire to build real relationships with the people she’s cooking for.Working alongside a team of food industry veterans, Kelly is building a collection of pantry staples that provide essential nourishment from sunup to sundown.

Top Reads📚

HTE Job Board- Get Your Dream Job With a Click✨💼

Welcome to the HTE Job Board. We connect talented individuals with exciting career opportunities. Browse through our latest job listings and find the perfect match for your skills and aspirations. 

Your Voice 🎤

Phew! That was a lot, right? But hey, knowledge is power🌟. We hope this edition gave you some insights and maybe even cleared up a few doubts.

Got questions or topics you'd like us to cover next? Holler at us! We’ll give you a shoutout in our next edition. If you have any questions, reply to this email and share your valuable feedback so we can aim to address them in our upcoming editions!

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