importance of the web to the business
The initial post talks about the importance of the web to the business. I feel as the industry progresses to web communication, companies should ensure they maintain a balance between efficiency and human touch. Companies are moving away from traditional channels of communication due to their labor intensity. In the process, businesses tend to free up a lot of resources that are invested elsewhere. Web communications provide a cheaper way for companies to communicate. However, there is a tendency of over-relying on robotic communication that fails to create an exceptional customer experience.
The development of new automation has enabled the business to reach out to their consumers in a short time. However, consumers around the world dislike the idea of generic communication. Consumers want to become friends with the brand they buy through the building of personal relationships. Just like in the past, a quality sale and marketing team is measured with its ability to build consumer relationships. Robotic communication will deny the team such opportunities. This is because there is no emotional bond between the sales agent and the consumer.
Businesses should not use technology to replace human interactions; instead, it should focus on freeing up the time for more significant human interaction. Traditional means of communication are inefficient because one can only communicate with a single customer at a time. Web communication, on the other hand, has given businesses the ability to take multiple conversations at a time. However, to maintain human interactions, the business representative should be able to handle multiple conversations to avoid low-quality interactions.
Additionally, web communication offers a quick and satisfactory response time. Business should use proactive support to interact with those customers who need help the most. For instance, customers who cannot find their answers in FAQs can interact with representatives through live chat. It enables the company to free up time for a more exceptional experience with the most valuable consumers hence offering them a great experience.
The business should find a balance between traditional and web communication channels. It will enable the company to keep its consumers and prospect happier. Consequently, it will increase its return on investment.