Customer Support
Posts by Category
01/20/2023
Sales & Marketing
In today's fast-paced business environment, ensuring that customer platforms and systems always remain operational is crucial for success. Downtime can result in lost revenue, damage to a brand's reputation, and negatively impact customer satisfaction. To combat these issues, DreamingCode customers rely on Radical Support to ensure the continuous and reliable operation of their customer platforms and systems.
What is Radical Support?
DreamingCode Radical Support is a global, 24/7 support experience that is available every day of the year. This means that customers can access support at any time and location and receive the same level of service and expertise. This is achieved by having a team of experts who are available around the clock, and who have the knowledge and skills necessary to quickly and effectively resolve any issues that may arise.
Why is it important to me?
The key benefit of Radical Support is that it provides customers with a sense of security and reliability. They know that if an issue arises, they can access support quickly and have it resolved in a timely manner. This is particularly important for businesses that operate in a global environment, as it ensures that all customers, regardless of location, have access to the same level of service and support.
One of the key principles of Radical Support is the use of advanced technologies such as automation and AI to keep your platform current with the latest software. These technologies allow for faster and more efficient problem resolution and can help to reduce the need for human intervention. This helps to ensure that customer issues are resolved quickly and effectively, minimizing the impact of downtime on a business's operations.
In addition to providing around-the-clock support, Radical Support also includes continuous monitoring of customer platforms and systems. This allows for early detection and resolution of potential issues, helping to prevent downtime and ensure that customer systems are always operational.
Lastly, the Radical Support team is giving continuous training and certifications to ensure our team members are updated on the latest monitoring, threats, and technologies that could impact the smooth operation of your eCommerce solution.
DreamingCode Radical Support is essential for any business that operates in a global environment. It ensures that all our customer platforms and systems always remain operational, and updated and that customers have access to a continuous and reliable support experience. With the use of advanced technologies and continuous monitoring, a radical support model can help businesses to minimize downtime and improve customer satisfaction.
DreamingCode helps brands enable a feature-rich eCommerce for their customers using our industry-leading SaaS product. With minimal configuration and access to our solutions consulting team, we package processes, services, and results to enable brands to succeed all for a straightforward monthly fee. Feel free to contact us to set up a consultation with us today.
To learn more about how we can help your business, schedule an appointment with one of our solution experts today.
To learn more about the Dreaming code eCommerce platform visit: http://dreamingcode.com.
01/17/2023
The eCommerce industry continues to expand rapidly, with the global market reaching $5.7 trillion at the start of 2023, according to eMarketer. Exceptional customer service remains a priority; however, customer expectations are shifting. Not surprisingly, 69% of customers say they're willing to interact with a bot on simple issues, a 23% increase from 2021, according to Zendesk. Brands need more than human-assisted support like telephone and live chat. Below are four of the most contemporary strategies that eCommerce brands should consider for the latest customer self-service solutions:
AI Chatbots is becoming a "must-have" for digital customer support to providing customers with the ability to quickly get answers to their questions without needing a live agent. AI chatbots can answer customer inquiries like product information, order status, and shipping information. They can also provide complex customer support, like troubleshooting device issues, addressing customer complaints, or resolving problems that only humans could handle a few years ago. Today's chatbots are more intelligent and easier to implement with the need for technical staff.
Knowledge Bases and FAQs with searchable content are vital to any self-service solution. They provide customers with detailed information on various topics related to a brand's product or service. Many brands can mine their historical customer requests to help inform and extend FAQs in the knowledge base. The ideal way to deploy these knowledge bases and FAQs is on the website, through a dedicated support search, or via most AI chatbots.
My Account services provide a personalized self-service organized after a customer provides a secure account login. These My Account services offer customers a convenient way to manage their orders and customer service inquiries. This self-service allows customers to view order status, track packages, and read frequently asked questions. It also allows them to update their profile, contact information, and payment options. These solutions are valuable as they can know a customer's identity and provide contextual support based on their profile and past transactions with a brand.
Dark Social is the most intriguing and unknown channel where customers can get support and help. Customer support often lies within a highly used set of social apps where people share content one to one to provide feedback and ask questions about products and services. They are referred to as dark social as they are hard to track or attribute as a referral source to web traffic. These apps include:
- Open social platforms that are trackable sources (very public, but can produce dark social when someone interacts with a peer's shared content).
- Closed social platforms (dark social if copied and pasted – but trackable via share buttons).
- WhatsApp and Slack messaging
- Direct messaging (Facebook Messenger, LinkedIn DMs, Instagram DMs, etc.).
- SMS (text message) and Email
- Private social groups and communities
Customers can use these forums to share their experiences about a company with other customers. Dark social has become a powerful source of word-of-mouth advice that is often more trusted and followed as it's not curated or moderated by the brand. Expect dark social to be the fastest-growing content source brands need to monitor and understand.
In conclusion, a solid customer self-service strategy is a competitive advantage for eCommerce brands if done right. By understanding expectations and embracing new technologies, eCommerce brands can provide their customers with a better customer experience while also improving their bottom line. Implementing AI chatbots, knowledge bases and FAQs, personalized self-service, and knowing dark social are all excellent strategies that will become reliable ways that customers can get support.
Dreaming Code supports hundreds of brands through the complex and ever-changing world of customer self-service. We can offer strategy, services, and solutions to ensure your customers can get the help they need when it is required. Feel free to contact us to set up a consultation with us today.
To learn more about how we can help your business, schedule an appointment with one of our solution experts today.
To learn more about the Dreaming code eCommerce platform visit: http://dreamingcode.com.
01/13/2023
We are now in a new digital growth phase for many brands who scale their business using content. More and more, today's business-to-business (B2B) buyers what to do their research and education on products and services for themselves. They want to access meaningful ungated content to learn and explore information about solutions they can easily access on a brand's website. Once they have determined the right solution, they expect to engage with subject matter experts who can help them solve their challenges.
Content marketing is one of the most powerful tools available to businesses today, and it's an essential element of any successful digital growth strategy. It's creating and distributing valuable, relevant, and consistent content to attract and retain a clearly defined audience — and, ultimately, to drive profitable customer actions like leads and revenue.
Content marketing helps businesses to scale the education of potential customers, build trust, and drive lead generation. It also serves as an effective way to improve search rank and online reputation. But creating content that resonates with your audience and drives the desired action can be challenging. To help, here are some content marketing basics and tips to get you started:
Develop a Content Strategy: Creating content without a plan is like shooting in the dark. Developing a content strategy is key to ensuring your content is effective and has the desired impact. A good strategy is built around critical questions your audience is looking to have answered about your solution. A content strategy should include objectives, audience personas, topics, and a content calendar.
Research Your Audience: Knowing your audience is vital to creating resonating content. Research your target audience to understand their needs, interests, and behaviors. Use this research to identify topics and create content relevant to their interests.
Optimize Your Content for Search: When creating content, optimize it for search engines. Use keywords and phrases in your content that target your audience and are likely to appear in search results. It's also essential to think about words that your audience identifies with your solution.
Create Compelling Content: Focus on creating informative, helpful, and engaging content. Content should be well-written, well-structured, and visually appealing. Leveraging your team as subject matter experts (SMEs) is essential to help give the best context for great content. Use images, videos, and interactive elements to break up text and keep readers engaged.
Promote Your Content: Creating content is only half the battle. The other half is letting your target audience know about it. Promote your content across multiple channels, including social media, email, and guest blogging.
Analyze and Adjust: Evaluate the success of your content and make adjustments to ensure it is as effective as possible. Monitor metrics such as website traffic, conversions, engagement, and leads to understand which content resonates most with your audience.
Content marketing can be a powerful tool for businesses, but it's essential to understand the basics and do it right. With the right approach, content marketing can help you achieve your marketing goals and reach new customers.
DreamingCode offers content marketing to help users of its industry-leading Commerce as a service and DXP platforms to drive demand and grow revenue. DreamingCode Content Marketing establishes a solid strategy, content creation, and performance management without hiring new marketing staff. We can package processes, services, and results to enable brands to start and grow their content marketing, all for a straightforward monthly fee. Feel free to contact us to set up a consultation with us today.
To learn more about how we can help your business, schedule an appointment with one of our solution experts today.
To learn more about the Dreaming code eCommerce platform visit: http://dreamingcode.com.
05/16/2016
The most recent "Pew Internet & American Life Project" report was recently released, measuring social media use as of May. While online adults using social networking sites have grown 9% (from 61% to 72%), are you surprised to hear that U.S. adults now using Twitter have grown 10% (from 8% to 18%)?
Personally, I wasn't. However, the demographic using Twitter was shocking. Males and high-income earners have taken to Twitter, causing this large boost in the population roaming the 'Twittersphere'. On the other hand, women and low-income earners are more numerous in the social media user demographic in general.
In June, a study by the Harvard Business School found that Twitter has changed the previous social network user trend by being dominated by men.
According to the study:
1. Men have more followers than women
2. Men are almost twice as likely to follow other men as they are women
3. Women are also more likely to follow men
Some have observed that this is because of the short and to-the-point nature of Twitter posts. Women are more likely to post pictures and videos that start conversations and, in turn, encourage more men as followers on other sites. On Twitter, social behavior almost goes the opposite direction.
Personally, I wasn't. However, the demographic using Twitter was shocking. Males and high-income earners have taken to Twitter, causing this large boost in the population roaming the 'Twittersphere'. On the other hand, women and low-income earners are more numerous in the social media user demographic in general.
In June, a study by the Harvard Business School found that Twitter has changed the previous social network user trend by being dominated by men.
According to the study:
1. Men have more followers than women
2. Men are almost twice as likely to follow other men as they are women
3. Women are also more likely to follow men
Some have observed that this is because of the short and to-the-point nature of Twitter posts. Women are more likely to post pictures and videos that start conversations and, in turn, encourage more men as followers on other sites. On Twitter, social behavior almost goes the opposite direction.
