Over the past few years many services that required you to go out and talk to someone in person have been digitalized. Online banking is such a service. You no longer need to go to the bank during its opening hours or to the ATM machine to transfer money, pay bills or check your account status. But the internet did more than make banking easier and readily accessible. Think about how many forms you used to fill out and how many days it took to change gas or electricity suppliers? Now you just go to the supplier’s website and a few mouse clicks later, bob’s your uncle. And your telecom provider is now available online, at all times. In fact, most services were never before this accessible and unbureaucratic as today.
Of course, there is always room for improvement and technological progress opens the door to more personalization in services than ever before. The optimal user experience can retain customers, keep them happy and will attract new customers.
When setting up a new or improved digital presence for a services company, we map the customer needs through his/her entire journey. That customer life cycle, during which someone can go from prospect over customer to brand ambassador, requires specific triggers and follow-up actions during each phase. We make sure that everyone, the customer as well as the services company, receive the right support and information at the exact moment they need it. After all, in this sector, response time is critical and can win or lose customers.