Marketing
November 17, 2021
•
5
min read
Despite an economic downturn in early 2020, major e-commerce players reached record-breaking sales in Q2.
- Amazon’s net sales increased 40% to $88.9 billion.
- Amazon’s operating income nearly doubled to $5.8 billion.
- Shopify saw a 71% growth in new online stores in Q2 2020 compared to Q1.
Shopify’s 90-day free trial in April and May attracted many newcomers. Major brands like Heinz and Lindt launched e-commerce stores on the platform in just a few days. This allowed businesses to move sales in-house quickly during the pandemic. As a result, Shopify’s Q2 2020 Gross Merchandise Volume (GMV) grew 119% compared to the previous year.
The COVID-19 pandemic has fast-tracked the shift toward online purchasing. This has led to rapid growth in the e-commerce market. With strict social distancing policies still in place, e-commerce businesses are performing much better than brick-and-mortar retailers. For example, fashion retailer Zara plans to close over a thousand stores worldwide to focus on its digital presence.
Many brands are joining the e-commerce movement to survive the recession. However, simply moving an existing business model online is not enough. Today’s customers are demanding. They want the best value and the best experience.
- 73% of consumers view customer experience as a top factor in their purchasing decisions.
- Online shops lack a physical presence.
- They must compensate with convenience and high-quality digital touchpoints.
Optimise Your Online Touchpoints with CINNOX
Google reports that the number of online touchpoints in a customer journey can range from 20 to 500. This depends on the industry, product, or service.
Maintaining a seamless experience across these points is difficult. Conventional setups make it hard for agents to follow nimble customers. Juggling multiple tools often leads to:
- Long and unproductive enquiry sessions.
- Inconsistent service quality.
- Disconnected customer journeys.
To improve these touchpoints, you need an all-in-one digital solution. CINNOX is a customer engagement platform designed to help businesses provide a seamless experience across every channel.
Provide Better Customer Service on Your Online Shop
82% of consumers expect an immediate response to marketing or sales questions. Technology is the key to meeting this expectation.
CINNOX is an all-in-one platform that adds live chat, video, and voice calls to your shop via a web widget. You can also set Smart Routing rules. These connect customers to the best agent based on:
- Time and traffic.
- Geography.
- Historical customer interactions.
The CINNOX widget integrates with major platforms like Shopify and BigCommerce. You can add it to your shop page using a simple custom code.
Enable Instant Response on Your Website
It takes only 0.05 seconds for users to form an opinion about your website.
Your website is your most important digital gateway. Most customers will browse it at some point. Lacking instant support here can be a fatal flaw. Instead of a static contact page, a web widget lets visitors reach agents in a few clicks.
The CINNOX web widget is fully customisable to match your brand. It offers a complete communication package:
- Live chat, voice, and video calls.
- Dynamic directories.
- Seamless transitions between chat and call sessions.
It installs easily on any web page. It includes plugins for WordPress, Joomla, and Drupal. It also supports builders like Wix and Squarespace.
Engage Facebook Customers with Messenger Integration
Facebook has over 2.7 billion monthly active users. You can expand your reach by integrating with Facebook Messenger.
Many brands rely on Facebook but struggle with high enquiry volumes. The main problem is that Facebook Messenger lacks proper CRM functions. This often forces customers to repeat their questions to different agents.
- 90% of people use social media to communicate directly with a brand.
- CINNOX allows agents to message Facebook customers without leaving their dashboard.
- All customer info is stored securely for easy access.
- This ensures a consistent experience for every visitor.
Add Full Telco Functions to Any Device
New channels are growing, but telco channels remain essential. An omnichannel approach must include phone calls and SMS.
Many apps try to replicate phone functions. However, they often suffer from poor call quality and stability issues. Professional service requires secure, high-quality tools.
CINNOX provides a full range of real telco features:
- International Toll-free and Local DID numbers.
- UIFN (Universal Toll Free) support.
- Verification for your own existing phone numbers.
This carrier-grade service offers a 99.95% Service Level Agreement (SLA). It uses a private network to ensure crystal-clear voice quality and low latency.
CINNOX also supports SMS messaging:
- Easily design and launch bulk SMS campaigns.
- Import your own contact lists.
- The Campaign Manager estimates costs and handles management approvals.
If you've read this far, you're probably already working hard to make your customers happy! When you pair your efforts with a total experience platform like CINNOX together with the tips we shared above, they should help you onboard new customers, retain existing customers, and keep everyone coming back for more.
