The digital customer is here to stay. According to a recent study , 90.5% of Mexicans research products and services online before purchasing them. The data also indicates that 92.4% of Mexicans have visited an online store and more than 70% of them have made an online purchase in the last month.
If you want to keep up with your clients' digital presence, we can help. In this article you will learn:
What is the digital client?
What are the characteristics of the digital client?
How to improve the digital customer experience?
Shall we begin?
What is the digital client?
A digital customer is a person who purchases products, services and/or experiences with the help of technology at any stage of the sales process . It can also refer to a person who consumes content, interacts with brands and completes other types of transactions through digital channels such as websites, apps and social media.
You may be interested in reading: Business is becoming more digital. What have we learned from that?
What are the characteristics of the digital client?
The characteristics of the digital customer are: impatience, autonomy, pragmatism, compassion and generosity. Check out some data that proves this!
1. The digital customer is impatient
According to Zendesk’s 2022 CX Trends Report , ticket volume has increased across all communication channels . To give you an idea, interactions between customers and companies via WhatsApp increased by 370% in 2021 .
This indicates that impatience is one of the characteristics of the digital customer. The expressive percentage on WhatsApp also suggests that messaging applications are the preferred resource for users when looking for quick answers .
Do you need to improve digital customer service? Read: Agility in Latin America demonstrates its power in customer experience .
2. The digital client is autonomous
Zendesk’s 2022 CX Trends Report also revealed that 70% of customers expect businesses to have a self-service portal or content available to them.
This means that one of the characteristics of the digital client is autonomy , that is, the freedom to find what they need at their own pace.
If you want to improve this aspect of the digital customer experience, read: Remote support: how to be close even when you are far away?
61 % of customers say they would switch to a competitor after just one bad service experience. It's that simple!
Pragmatism, that is, taking action instead of spending a lot of time thinking about a situation or issue, is one of the characteristics of the digital customer.
Do you want to improve your indonesia business mailing list digital customer experience and reduce your churn rate? Read: Customer retention: how to build customer loyalty?
4. The digital customer is compassionate
Not all digital customers are radical and abandon you at the slightest sign of trouble – most understand that some things don’t go as expected. In fact, Zendesk’s 2022 CX Trends Report found that 74% of people would forgive a company for its mistake after receiving excellent service .
As you can see, this feature depends on one condition: that you provide an excellent digital customer experience that compensates for the undesirable situation.
Learn more about the topic: 8 common customer service problems and how to solve them .
5. The digital customer is generous
Finally, Zendesk’s 2022 CX Trends Report found that 9 out of 10 customers will spend more with companies that personalize the service they offer.
This is one of the characteristics of the digital customer that companies must take into account at all stages of the sales funnel , from the first contact to after-sales service .
Do you also want to improve your results by putting customers first? Check out CX trends in 2022!