The fastest growing demographic in the world is the digital mindset demographic. This is in part because everyone born in the last two-decades now, has grown up in a technologically integrated society. In other words, these are digital natives who grew up with the internet and smart-technology. It’s difficult, then, for these consumers to understand or fathom a world existing without those conveniences provided by advanced technology. Having these aspects readily available fundamentally changes the way in which we approach a problem, the way we communicate, and the way that we build our communities. Looking at the psychological impact of technology on consumer segments helps businesses understand the motives and interests of the people they are trying to reach. This also helps organizations build stronger levels of customer service and better communication strategies that include features such as on-demand communication.
The digital mindset is vital for businesses and organizations in the modern economy to understand. This is because the large majority of consumers in today’s marketplace operate from a digital mindset. To put it plainly, connecting with consumers means embracing the trademark qualities of a digital mindset. One staple of the digital economy is an aspect of instant gratification. In other words, if you need the answer to a question, your phone is right there with a multitude of search engines to help you out. This is compounded by the psychology of social media, but that’s a topic for another time.
Consumers want to feel prioritized, they also expect a certain level of convenience, and most hold a standard for what constitutes good customer service. Being prepared to meet consumers where they are includes an organization’s ability to meet or even exceed customer expectations.
The Role of On-Demand Communication
On-demand communication is not new to the business world. In fact, before the advancement of major technological institutions that businesses implement as best-practices across industries and markets, on-demand communication was really the only avenue available. On-demand communications are a group of live-communication based activities that are typically initiated by the customer. Traditionally, these activities range from inbound customer phone-calls, to walk-ins. However, in the modern marketplace, on-demand communication has expanded to include a whole new portfolio of live-communication activities.
These activities range from on-demand customer-chats over web applications, to social media interactions, phone calls, face-times, Tweets, DM’s and more. As such, implementing an on-demand communication strategy in your organization is a must. Businesses in the current economy dominated by a virtual presence need to be prepared to use these technologies to their advantage. By structuring a comprehensive communication strategy, your organization will be able to meet customers and consumers where they are, while fielding live-communications from any avenue possible.
This serves a specific purpose, as so many new avenues of communication open up and fade in and out of popularity. Long gone are the days where emailing and phone calls were the two main avenues of communication with little competition. Today, though, there are countless messaging apps, SMS services, web-app based chat boxes, and countless social media’s, all of which consumers regularly use to interact and communicate.
The ability to attend to on-demand communications initiated by your customer base on a large scale requires significant attention to detail, and a comprehensive customer communications strategy.
CCM and On-Demand Communications
CCM systems (customer communication management) are an emerging and dominant force in the world-economy. Recognizing the global supply-chain it’s apparent that there is no true local economy anymore. Nearly everything is tied to the larger ecosystem of the global economy. This demonstrates the value of the ability to scale.
This is an important point to make when discussing CCM systems, because growing businesses may not see the importance of a well-structured scaling communications strategy until it’s too late. However, CCM systems make use of a multitude of technologies to develop, optimize, and execute a powerful communications strategy for any organization.
When it comes to on-demand communications specifically, CCM software is designed to integrate with customer-facing applications in order to address incoming live-communications. CCM allows your company to be successful with on-demand communications by first implementing efficiencies in other areas of your current communications strategy. Not only does the CCM boost efficiency and productivity, it allows employees and staff to focus on more valuable aspects, like excellent customer service.
Utilizing CCM systems has become an accepted best-practice by the majority of market players as strong CCMs continue to prove their organizational benefits. Some of these benefits include higher levels of efficiency, better customer service ratings, and higher rates of customer retention.
In an economy where the buying-power lies with the consumer, delivering excellent customer service on a consistent basis has become a point of emphasis for both consumers and businesses alike. This is another area in which sophisticated CCM programs shine. By optimizing the customer experience along every touchpoint across every customer journey, CCM systems will deepen customer relations creating value in the long-run.
A Brief Summary
Communication is one of the fundamental properties of any relationship. This does not exclude that of a business to customer or consumer relationship, either. Especially in the modern era that is dominated by a virtual experience and the digital economy, customer communications have arguably never been more important. Implementing a sophisticated CCM system that offers a suite of features, like setting up channels for on-demand communications will bolster your communications strategy and improve customer relationships.
A sophisticated CCM, like that offered by Topdown Systems, will give you and your staff the tools you need to optimize your communications strategy like on-demand communications and others aimed at boosting levels of customer engagement and bolstering the customer experience overall. Stay up to date with shifting communication trends with CCM that offers a built in recyclable content library and a suite of other communication centered features powered by AI, business logic, and automation, CCM software is built to elevate your entire communication strategy.
For more information on document generation software, communication best practices, or anything else on CCM software, keep browsing Topdown System’s content library.
