A successful online business requires a thorough understanding of the customer’s experience and their needs, and implementing the necessary changes to keep them satisfied.
Understanding the customer is not easy for online business, yet it’s fundamental to its growth. Customer insight solutions enable you to look into customer behavior, interpret it, and implement solutions that yield results.
What are Customer Insight Solutions?
These are tools designed to enhance your customer’s digital experience by capturing, recording, analyzing, and replaying the interaction between the customer and the company on the digital platform.
Customer insight solutions can provide information such as the source of your traffic and the mobile, iOS or Windows operating systems they are using.
It can also give details on the navigation of the customer in the website such as mouse clicks and mouse movements, how long they spend on each page, and the point at which they leave. It also gives information on your customers’ segmentation and demographics.
Benefits to the Business
An analysis of your customer funnel can give insight into the stages with the highest dropouts. You can then use customer analytics solutions to replay the digital interaction taking note of possible pain points and performance-related issues. Resolving these issues can increase the conversion rate.
Customer loyalty is one of the pillars of a successful online business. When customers call the support representatives with a complaint, the support staff can identify with the customer’s experience. They can access detailed records of the customer’s visit to the company’s digital interface and offer better solutions. This enhances the customer’s experience.
With information on customers such as their sex, location, and age, you can create products better suited for their needs. In addition, you can gain insight into unexplored markets. For instance, men who visit shopping sites designed for women, probably looking for gifts, may have a better experience if the company created a page that is designed specifically for them.
It provides guidance when conducting marketing and promotional campaigns. Rather than market blindly, a look at the response from your customers gives insight into strategies that are working and those that are not. It prevents wastage of resources.
Change is not always good, but it would be impossible to tell its effect without observing the response from its recipient. You can observe the customer’s response using a playback of their session and undo the change or make improvements. Did the change make navigation more difficult? Are they spending less time on your site than before? You may need to undo it.
It helps make cuts on operational costs by channeling resources where customers need it most. For instance, if most of your customers are experiencing problems on mobile apps, you can provide more support staff to the mobile app and less to your website.
If your business is to be successful, customer insight solutions are a must-have. They provide insight into your customers’ behavior, and you can then provide products tailored to their needs. You can make your website or app more user-friendly, and provide a prompt and effective response to any complaints.
It helps you reduce wastage of resources and increase conversion rate – a recipe for business success.