TIQ Digital

Tag: Brand Strategy !

  • Using chatbots to improve customer service

    Using chatbots to improve customer service

    As the use of technology in our everyday lives continues to surge, automating customer service is becoming increasingly popular. Chatbots are a type of artificial intelligence (AI) software that can be used to facilitate communication between businesses and customers. This technology has been around for some time but is now rapidly increasing in popularity due to its ability to alleviate the workload of customer service representatives, improve customer satisfaction, and reduce costs for businesses.

    Customer service is often one of the most important parts of any business, as it is responsible for providing timely feedback to customers and resolving their issues. However, providing quality customer service can be expensive and time-consuming for businesses, particularly when dealing with a large customer base. To overcome this, more and more companies are turning to chatbots as a cost-effective solution.

    By utilizing natural language processing and artificial intelligence, businesses can create automated virtual agents that are capable of providing customers with assistance in a more rapid and efficient manner than human customer service representatives. This allows businesses to respond to customer inquiries more quickly, free up staff to focus on more complicated customer issues, and provide a more consistent customer service experience across all channels. Chatbots can be programmed with a variety of capabilities, including responding to frequently asked questions, providing product recommendations, helping customers navigate the website, and more. Additionally, they can be customized to a business’s specific needs, allowing for a more tailored customer service experience.

    Natural language processing or NLP allows Chatbots to automate customer service tasks such as answering basic questions, taking orders, providing information on products and services, troubleshooting issues, as well as scheduling appointments, and tracking orders. Thanks to their AI capabilities, chatbots can understand customer inquiries efficiently and provide accurate responses in a timely manner.

    Using chatbots for customer service has several advantages

    1.  For one, they can be programmed to provide 24/7 customer support and respond instantly to inquiries. This allows businesses to serve customers round the clock without having to hire additional staff or pay overtime wages.

    2.  Additionally, chatbots can handle multiple chats at once, which increases the efficiency and responsiveness of customer service departments.

    3. They also enable businesses to easily collect valuable data about customer behavior and preferences which can be used for marketing purposes.

    4. Moreover, using chatbots eliminates language barriers by allowing customers from different backgrounds and countries access support in their native languages.

    5. Chatbots also improve customer satisfaction by ensuring customers feel heard during interactions with a business’s support team.

    6. Chatbots are easily customizable and can be programmed with your brand’s voice and personality so that customers have a consistent experience when interacting with them.

    7. Finally, chatbots can help businesses save costs since they require minimal setup costs compared to hiring additional employees or outsourcing customer service tasks.

    8. Chatbot software tends to be much cheaper than other automation solutions as well; plus they don’t require payment for overtime or holiday wages like human agents do.

    9. Chatbots can be used to automate repetitive customer service tasks, such as order processing, order tracking, and even customer feedback surveys.

    Overall, the use of chatbots can bring many benefits to businesses looking to improve their customer service strategies. These automated assistants can help businesses save time and money while providing customers with an improved experience by offering 24/7 support in multiple languages. As such, chatbots are a great way for businesses to optimize their customer service operations and stay ahead of the competition.

    They are useful for quick, automated responses and help companies save time and money by eliminating the need for in-person customer service reps. Chatbots also offer customers a personalized experience that can lead to increased customer satisfaction and loyalty. When used correctly, chatbots can greatly enhance customer service in any organization.

    About Technocratiq Digital

    • We are your Brand agents and partners with an unbiased opinion and hawk-eye view to take you to the top.
    • We’re experts in engaging audiences & converting clicks to customers.
    • Our team consists of highly skilled professionals, who have expertise in different niches, provide the best solution and convert your dream into a beautiful reality.
    • We understand the value of web presence for any industry and work hard to manage the overall online ecosystem.

    Contact us today and get started with your Marketing Technology Automation.

  • Preparing For A Privacy-First Future In APAC

    Preparing For A Privacy-First Future In APAC

    Responding to data and browser policy changes is critical for brand leaders looking to strengthen their business and also meet their customers online for the very first time. Let’s see how Asia-Pacific (APAC) privacy policy is trying to build a safer web.

    Now with growing internet usage, people are more worried about their privacy and use of their information by brands. As more companies explore new ways to reach customers online, APAC companies are increasingly understanding the importance of user trust in successful digital advertising and marketing. The guidelines of APAC differ from country to country. This is because privacy and consent expectations of people also vary.

    Without underlying privacy legislation in APAC, it becomes more critical for the advertisers, industry groups, and internet community to collaborate and unite on successful best practices.

    How is APAC managing with developing browser policies?

    Third-party cookies have been long used by many firms to deliver customers personalized advertisements depending on their browsing habits. However, when users navigate from website to website, it becomes difficult for users to control how their data is used because of these third-party cookies. So, web browsers are avoiding third-party cookies now, but restricting them without putting in place privacy-friendly alternatives may lead to more problems.

    In 2019, the Chrome team launched the Privacy Sandbox aimed at helping advertisers gradually reduce third-party cookies. Sandbox privacy suggestions provide technologies for presenting personalized advertisements, spotting fraud, and measuring advertisement performance without the use of third-party cookies.

    How to responsibly accept first-party data in APAC?

    Diligently using the information that individuals are willing to share will help businesses stay up-to-date and perform better along with adhering to changing policies and regulations. First-party data at this time is of high priority because more brands are looking for ways to improve their business performance without causing a privacy breach.

    Despite this, some of APAC’s major roadblocks to effective first-party data are technological and skill-related, specifically the difficulty to combine data collection and data usage. Many brands will need time to overcome these obstacles, but some big brands have already started solving this problem.

    How does machine learning help in privacy-first data policy?

    With reduced data collection, the importance of automation in expanding first-party data potentially cannot be overstated. Some businesses are developing models to predict consumer behavior. Some are collaborating with partners on Google Marketing Platform.

    With the help of automation, marketers are discovering creative approaches to remain ahead of the ever-changing needs of customers.

    If the brands do not adhere to the privacy policy, there are chances that the customers will choose their competitors over them. From using an automated bidding technique, attribution model based on data, real-time response to consumer needs; there are many ways brands can use automation as they slowly proceed towards first-party data policy.

    How to prepare for a privacy-focused business?

    Let us now check the three steps that can make your business privacy-focused.

    1. Establish direct contact with customers – Provide useful services that improve customers’ purchase experience and also use their data cautiously.
    2. Invest in technology that prioritizes privacy – Sort out data, reveal insights, anticipate performance, and improve revenue with cloud-based and automated solutions that don’t compromise privacy.
    3. Clearly define your privacy policies – Give people clarity, selection, and control about their data and information and inturn gain their trust.

    By concentrating on ways to preserve the privacy of the user, you will strengthen customer connections, boost the performance of your business, and important of all you will comply with the privacy-first policy.

  • How to get guaranteed results from your digital customer engagement strategy

    How to get guaranteed results from your digital customer engagement strategy

    Pain: You have multiple communication channels, but you can’t find the right customer at the right time.

     

    4.33 billion people are on social media – and they all make new friends. Now the question we should be tackling is: how effectively do brands make friends and establish relationships online? In this Pain-Benefit-Solution Analysis, we will provide you an overview of how AI helps to engage with your customers digitally to build authentic relationships, and make new fans. Create a powerful strategy that is best for your business, whether it be social media, live chat software, webinars, or paid search.

     

    Benefit: Our AI solutions automatically find & sustains them for you The biggest companies in the world are now using Artificial Intelligence (AI). The new technologies are supposed to help them better understand their customers & react more quickly and easily to their suggestions and complaints.  Unfortunately, many companies treat these AI technologies as a kind of digital weapon, which can be used when necessary – but only when it is necessary. It is a myth that AI eliminates human-to-human connections.

     

    On the contrary, it enhances the touchpoints of human interaction. There are multiple smaller areas in your digital transformation journey where AI systems can contribute to the growth and prosperity of your business. Take hold of your active users, retention rate & core user activities.

     

    Solution: Reach the right customer at the right time using Digital Customer Engagement.

     

    A few tips that can come in handy before taking the deep dive about deciding on the right solutions for DCE

    • How your business can use AI-powered customer engagement solutions.
    • Make sure your copywriters know how to write for the web as there is a difference in the reading style and attention span.
    • Use customer personas to build the right strategies for outreach
    • Build a chatbot to address the basic queries automatically
    • Make sure your website is responsive and works
    • Use email marketing
    • Use content marketing
    • Make sure your website is mobile-friendly

    While implementing DCE pipelines you have to understand your customer’s :

    • Behavior
    • Needs
    • Motivation
    • Mindset
    • Environment
    • Culture
    • Concerns
    • Decision-making process
    • Emotions

    A few methods by which the DCE pipelines can give you better optimization results :

    • Online survey
    • Online chat
    • Live chat
    • Email
    • Social media
    • Phone call
    • In-store
    • In-app
    • In-game
    • Event

    Here is a checklist of the tools which you can use for a complete DCE funnel:

    Developing a winning digital customer loyalty strategy should be the foundation of every business. It should be part of your vision, should be one of your core competencies, and should define your future.

     

    In addition, you should have a clear and precise definition of your customer journey. As competition grows, you need to focus on your customers’ needs, set your core message, and choose a combination of powerful software’s to keep going and going and going. Create and empower your DCE strategy with Technocratiq Digital.

  • 6 Key Metrics to measure Internal Brand Health

    6 Key Metrics to measure Internal Brand Health

    What is Internal Branding

    Internal Branding is a corporate strategy measure to empower and motivate employees to not only retain the brand promise but to “live” it. To do this, organizations involve employees in the process of brand development, inform them about the brand, and encourage them to feel inspired about the brand in order to influence their behavior to support the brand. Internal branding is essential because brands grow from the inside out and in fact contribute to increased sales.

    To measure internal branding we can use a framework of 6 A’s of internal brand health.

    1 . Attention

    2 . Awareness

    3 . Acceptance

    4 . Advocacy

    5. Action (most critical)

    6 . Adherence

    Each factor adds up to a measurement system where you can get a heat map of the internal brand health of the organization. So you can assess your organization and can look at the pockets where the brand is delivering and where it’s not delivering. Finally, you can engage in requisite action as a result.   Let’s discuss it in detail:

    Attention

    The first aspect of measuring the internal brand health is to understand if everyone is giving attention to the definition and do all the employees understand the importance of their brand promise? For example, operations have different KPIs in their job and they are not paying attention to the image or promise that the senior level wants to portray. They probably don’t even realize what they’re doing in terms of your brand. So it attention should be given to it.

    Awareness

    Most employees do not understand their company’s strategy and in turn, they don’t understand the company’s brand promise. It is important if you can boil down the brand promise not to six, seven, eight different aspects, but maybe one or two and make everyone aware about it.

    If you do a preliminary internal review, you’ll see that across your organization, people have quite a different sense of what your brand is about.

    Acceptance

    This is really when it gets to the personal level.

    Do I personally believe in this brand’s promise?

    I might understand it, but it doesn’t mean I believe in it, I identify with it, I accept it as being the right thing. I might have other ideas for the brand.

    Segment your population into Antagonists (the ones who don’t care) and brand ambassadors or advocates who will make sure your brand message is spread.

    Advocacy

    Advocacy is all about the personal motivation you derived from the brand.

    Do your employees believe that they are positively affecting someone or some cause? A lot of people do get motivated by making a difference in other people’s’ lives.

    They sense and feel your strategy as part of their work, and that’s where the advocacy comes from.

    Action

    It is one of the most important as a lot of companies fail to implement it even after defining and designing an excellent brand structure.

    Do your employees actually know what to do in order to deliver on the brand promise?

    So imagine the fact that you have employees, they know your brand, they think branding is important, they are motivated by it, but they don’t know what to do. It’s sometimes not obvious how to deliver on the brand promise. So creating an action plan and measuring its strength is essential to measure the brand health. Reach out to us at info@technocratiq.com for a strong action plan.

    Adherence

    Now, the final one is really about adherence, do things stick? Does the environment, the culture of the organization, the rewards, recognition, the systems, the processes, do they actually help live their brand?

    So, imagine the following that if your brand is all about customer care, but then all you get rewarded is for sales. So, it’s all about how these things fit together.

    Yes, you are told to provide customer care but you know what? In a call center, you are rewarded based on the number of calls per hour. So there’s a disconnect between what we want to achieve with the brand, and what we reward people for and build the culture of the organization.

    That’s really the internal aspect of brand health.

    Conclusion

    Internal Brand Health is an early indicator therefore, you need to change things internally before you can see the results externally. It’s a significant aspect of brand health, one we do not see implemented in many organizations.

    TIQ forms a perfect alternative to solve all your queries and provide you a proper Brand Strategy. For questions or to get your company’s internal brand health monitored, drop us an email at info@technocratiq.com or call at +91 798 25 34 881.

  • How can brand perception monitoring affect a change in your business decisions

    How can brand perception monitoring affect a change in your business decisions

    How can brand perception monitoring affect a drastic change in your company’s business outlook?

    MODERN WAY: Measuring brand health is turning the traditional sales funnel upside down, which is from a brand perspective, not looking at the sales, but saying:

     How many customers are aware of our band?

      What do customers want from brands?

     How many consider us?

     How many prefer us?

    Is your customer loyalty based on Price or Preference? Customers might prefer your company, but still, buy something else because of the price.

    How many have an emotional bond with your company? Will they really struggle to buy something else?

    To answer all the above questions, Brand perception needs to be considered from an entirely inverted funnel that puts the Customers at the top and Management driving the Brand at the bottom.

    Monitoring the inverted funnel directly results in translating changes into actual customer behavior in terms of consideration, in terms of purchase, and loyalty.

    One critical aspect of brand perception is to look beyond the sales number and focus on becoming the preferred choice.

    Now for some brands, this can be a real problem because by appealing to some groups of customers, they are actually not appealing to other ones.

    Red Bull has created a perception towards young, excitement seeking individuals, predominantly related to adrenaline or sports. It does not target the perception of others e.g. it will surely not a drink that parents will buy in grocery shopping for their kids like Pepsi and Coca-Cola. Similarly, Disney, the concept of magic also follows the same perception.

    Critically think about the customers with whom you want to own these associations, which ones do you want to sell to, which ones do you not want to sell to. And then think about that pyramid or inverted sales funnel because that’s what’s driving your business at the end of the day.

    Critical aspect

    Who actually delivers on that promise, it’s your people. Either directly through their behavior, or indirectly through the products and services.

    So now you need to ask yourself the questions well what if my people don’t know what my brand stands for. What if they don’t believe in it, what if it doesn’t motivate them. Well, then you’re going to fall short in the delivery of your business strategy.

     Opt our Brand Strategy Services which helps you monitor your Brand understanding and delivery.

    Conclusion

    Hence monitoring and correcting Brand perception can help you achieve your business goals in the long run and provide loyal customers and strong brand advocates as internal branding is equally important.

    TIQ provides you a perfect strategy to solve all your queries. For questions or to share your project details with us, drop us an email at info@technocratiq.com

  • Brand Image vs Brand Identity – Traditional Methods used by Brands

    Brand Image vs Brand Identity – Traditional Methods used by Brands

    A few traditional methods used by brands even today to understand the identity-image gap.

    The brand GAP that we are talking about is the gap between communicated brand identity and perceived brand image by channel members and the consumers. It is the question of Who You Are Vs How You are seen?

    Let’s take a look at how you can measure this gap.

    What is Brand Image?

    Brand image is the perception of customers for a particular brand. The image of any brand tends to develop over time.  It is formed in the minds of customers based upon the experience and interaction with the brand, interactions can be in different ways and not necessarily only the buying or using of the product or service. The major concept behind the brand image is that the consumer isn’t just buying the product or service but also the image which is associated with that product or service.

    What is Brand Identity?

    A brand identity is a collection of tools or elements used by a company to build a brand image. Brand identity and its components arise from a company’s mission, brand value proposition, competitive position on the market, long-term goals, and importance to the values and concerns of the target audience. These components have a foundational nature and, in the branding process, describe what a company wants to communicate with its target audience. Meanwhile, a brand identity defines how these foundational elements are communicated. The most common elements of a brand identity usually include:

    ➤ A brand name

    ➤ A tagline or a slogan

    ➤ A voice and a tone

    ➤ Colors and graphic styles

    ➤ A style and a typeface

    ➤ A logo and a wordmark and their variations.

    Traditional ways to capture the image identity gap

    A lot of companies perform a preliminary image identity gap analysis by capturing the brand associations from these two perspectives (internal + external). Traditional ways to capture them include:

    1. Perception surveys: This FUNNEL Model answers the questions like have we created awareness of our brand? Are people considering it? A subset of those are actually buying us, and a subset of those will buy nothing else. They’re very, very loyal to our brand.

    Alternatively, on the other hand from these we can also answer – What is the strategic health of our brand? How they’re looking at you and your competition because it’s not just about how well you’re doing, but how well you’re doing compared to others.

    2. Customer experiences forms: Brand marketers communicate with their target consumers to make them aware of brand identity and communicate the same way to the channel members directly. Channel members, in turn, convey the same to the end-users. Thus, a proper alignment of these three crucial nodes, namely, brand marketers, channel members and consumers, is inevitable for the efficient transfer of brand identity. However, in reality, not all are successful in synchronizing communicated brand identity and image perception. So, the identification and measurement of the identity-image gap are essential.

    3. Non-Traditional Method: Structuration theory proves to be a solid theory which links the elements of the branding process (culture, identity, image, and influence) to empirical efforts grounded on this theory.

    Structuration theory can acknowledge the interaction of dynamic relationships between these different facets of branding.

    Opt our Brand Strategy Services which helps you create your Brand Identity and build upon the image.

    Conclusion

    Once a gap is identified through traditional or non-traditional, it will be easy for marketers to adopt possible measures to bridge the gap. This helps brand marketers to understand the branding process more objectively. Technology is providing you with a better analysis that will help you improve your operations, strategies, and customer experience.

    TIQ forms a perfect alternative to solve all your queries and provide you the proper Brand Strategy. For questions or to share your project details with us, drop us an email at info@technocratiq.com.

  • Nearly 80% of consumers would end a brand relationship over unauthorized data usage

    Nearly 80% of consumers would end a brand relationship over unauthorized data usage

    As we approach implementation of the General Data Protection Regulation (GDPR) in Europe and brace for its repercussions in the US, privacy is on the minds of many brands and marketers. A new survey from SAP Hybris finds that a majority of US consumers (71 percent) will share their personal information but are also concerned about privacy and data protection.

    The study reflects that US consumers are fairly discriminating and want specific things in return for their data. And 29 percent of the study respondents were unwilling to share their data for any reason.

    There is a hierarchy of personal information that consumers will share, according to the survey. They are most willing to share email address (52 percent), followed by shopping history (37) and mobile phone number (25 percent). Interestingly, only 19 percent were willing to share their “real-time location,” though that data is currently being tracked anonymously on a mass scale.

    Percentages willing to provide personal information 

    At the bottom of the “willing to share list” were personal financial information (3 percent), Social Security numbers (3 percent) and access to social media accounts (9 percent). Separate survey data argue consumers will share location in exchange for clear benefits, like discounts or better shopping experiences.

    If they do share information, consumers expect brands to protect their interests (72 percent), be transparent in how the data are being used with partners (66 percent) and protect their privacy in the event of any criminal investigations (60 percent). It’s doubtful that most publishers, platforms and brands are complying with these expectations. Most brands and publishers are also not transparent about how they use data.

    Consumers also want personalization, a common refrain in surveys like this. The connection between providing their information and personalization wasn’t explicit in the survey, but it’s implied.

    What personalized service means to US consumers

    The survey also explored what alienates consumers and might cause them to end relationships with brands. Among the reasons: using personal data without their knowledge (79 percent), unresponsive customer service (78 percent), multiple mistakes (50 percent) and inconsistent online and in-store promotions (29 percent).

    Less serious but annoying to consumers were: excessive telemarketing/sales calls (61 percent), too many marketing-related emails (61 percent), irrelevant content (46 percent) and prolonged customer service interactions (40 percent).

    It’s safe to say that consumer data (including location) is increasingly used to personalize content, ads and experiences. But most of that is done without much transparency — in other words, without explicit consent.

    In May, practices like these will no longer be viable in Europe or with European citizens. We’ll see how much of that trickles over to the US market.

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