دانلود رایگان مقاله لاتین تغییر فن آوری دیجیتال تجربه مشتری از سایت الزویر
عنوان فارسی مقاله:
حل بحران فوری: چگونه فن آوری دیجیتال می تواند تجربه مشتری را تغییر دهد
عنوان انگلیسی مقاله:
Solving the crisis of immediacy: How digital technology can transform the customer experience
سال انتشار : 2016
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بخشی از مقاله انگلیسی:
3. The remote expert
We have studied the use of remote expertise across many industries, including financial services, fieldbased services, and retail consumer products. A remote expert is a real person, located remotely, who is available for immediate service to the consumer or customer (see Figure 2). The employee can appear on a user-owned mobile device through video embedded into the retailer’s mobile application or .com store front, or on an in-store highdefinition screen through videoconferencing. Retailers can use remote product experts to help consumers anytime during their pre-purchase to post-purchase journey. While live text chat leads to higher sales conversion rates, live video chat has the potential to elevate conversion to a whole new level due to the richness of immersion it provides the end user. Features such as co-browsing, screen sharing, and content sharing offer a level of interactivity that was not previously available. Recent research indicates that groups utilizing co-browsing technology have higher performance on metrics such as agent utilization rate and average revenue per call than groups that do not (Minkara, 2013). When video chat is employed during the consideration phase, consumers with product-specific questions can immediately contact and see a store expert who can answer product inquiries, explain different product options, and make productspecific recommendations. As one apparel retailer told us: Video chat changes the type of engagement. Before, we would get questions like: ‘‘Do you carry this brand and size and how soon will I get it?’’ Now, we are much more involved in the purchasing decision by showing and recommending specific apparel tailored to the consumer. Customers love this type of interaction and personalization since they feel as if they are actually in the store.
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کلمات کلیدی:
Digital transformation, the customer experience & marketing - i-SCOOP https://www.i-scoop.eu/digital-transformation/digital-transformation-customer-experie... Digital transformation in marketing and customer experience optimization. ... focal point in the classic people, processes and technology triangle, it does matter a ... How Digital Disrupts Operations, Business Processes And Customer ... https://www.forbes.com/.../how-digital-disrupts-operations-and-business-processes-as-... Mar 1, 2017 - At the same time, "digital" transforms operations processes, business ... No business leader can afford to ignore digital; it is now a matter of survival. ... integrated digital technology is changing their customer experiences, ... Solving the crisis of immediacy : how digital technology can transform ... https://www.econbiz.de/...digital-technology-can-transform-the-customer-experience... Solving the crisis of immediacy : how digital technology can transform the customer experience. Salvatore Parise, Patricia J. Guinan, Ron Kafka ... Digital Transformation: How It Influences the Customer Experience ... https://sessioncam.com/digital-transformation-influences-customer-experience/ Apr 7, 2016 - So, exactly how can your company adapt to this ongoing digital shift? ... Digital transformation is a model of how companies use technology to ... Digital Technology Transforming Retail Customer Experience https://www.rosedisplays.com › News & Blog › General Technology is revolutionizing retail, introducing a whole new world of digital customer experience. How does this trend affect you? Here are some ideas.
