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Digital customer journey in a post-COVID-19 world

The devastating rise of COVID-19 has brought irreversible changes in the world. We have never seen such a radical transformation before which affected billions at the same time. Hence, the impact which it has left on enterprises and industries is going to have long-term repercussions. This has even led to enterprises rethink their operation and workability. 

The challenges have ignited innovation at the same time there are huge shifts in business models. Businesses that are trying to stay relevant in the new normal are reinventing their strategies and reprioritize their aims and goals. While this change is highly needed, it becomes even more important to focus on the customer journey alongside. 

According to the recent report by Gartner[NS1], by the year 2022, 70% of all the customers will rely on chatbots, mobile messaging, artificial intelligence (AI), and machine learning (ML) for interactions. 

Below are some major changes that throw light on the digital customer journey in a post-COVID-19 world and how it can help digital design agencies to deliver next-gen customer engagement. 

Distributed Workforce

This is a way a company upskills its workforce by providing next-gen IT infrastructure, developing new ways of working, and redefining functioning processes. During such times, the best way to provide stable, secure, and sustainable customer service is through a remote workforce. The organization must encourage workers with a hybrid model of physical and remote working. 

The organization can distribute the workforce in a way where the skills and resources are optimized and certify a steady and high-quality customer service. 

Rethinking Security

As the workforce becomes more distributed there are more chances of the digital threat landscape. This demands companies to revise their policies and align them to the on-going needs of a distributed workforce. 

Organizations can use tools such as advanced VPNs. Privileged access management, private cloud networks, identity management tools, and much more to safeguard their workforce as well as customer data.   

Strive for health and wellness

As we all know the COVID-19 outbreak has made the customers more alert and conscious about their health and wellbeing. There is a huge spike in online searches for health and immunity. It has now become your brand’s duty to assure the customer about their safety being prioritized. This will also help the organization to develop trust and loyal relationships with its customers.

Marketing your company during the COVID 19 outbreak is a sensitive and challenging task. You might want to see what you can do to resolve this in one of our blogs https://www.3mindsdigital.com/blog/marketing-during-covid-19-an-unprecedented-challenge/

Empathetic Human Touch

As per the Edelman Trust report,[NS2]  it is recorded that 71% of the customers that were polled said that they believe if a brand is putting profit over people, they will not be loyal customers to that brand. Just like the organizations and everything else, customers are also heavily impacted by the pandemic. 

Whether you are a digital design agency or an insurance company, the clients still expect you to be empathetic about their desires and needs. 

A 24/7/365 affair

With buying and selling being shifted online there is a sense of immediacy. The enterprises do not operate on a 9-5 shift only on Monday to Friday basis. Today the customer demands an around-the-clock service 365 days a year. A customer might need service at 3 in the morning, especially from a digital agency. So, if you are not there to serve the customer then you might end up losing one. 

Well, adjusting to the new normal while maintaining your customer service standards can be a little difficult. But once done right, you can even become the best digital marketing agency in India. All the best!


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3Minds Digital

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3Minds Digital

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