Transform digitally for better customer engagement

The pandemic has accelerated a shift to digital channels and changed our buying habits in the longer term. Southeast Asian consumers were driven to embrace e-commerce for their everyday needs, from groceries to fashion.

With economies reopening, consumers continue to shop and purchase online, which provides businesses with the opportunity to grow domestically and regionally.

In the UOB Business (SME & Large Enterprises) Outlook Study 2023, we surveyed over 4,000 companies across Singapore and six markets in January 2023 and our insights revealed that nearly four in five businesses have adopted digital technology in at least one department. The biggest impact of digitalisation has been on productivity (31%) and improving customer service (27%).

How can your business transform to enhance your customer experience? Here are three digital strategies to get you started.

Build a seamless omni channel experience

Today’s consumers hop across multiple channels throughout their customer journey. They may discover your brand on social media, make enquiries on chat apps, purchase your products on a marketplace, and pick them up in-store.

This means that brands need to deliver an omni channel experience that engages your customers seamlessly and consistently across all channels.

Here are some ways to ensure a unified customer experience:

Integrate your data

Tap into e-commerce platforms like Shopify to sync data across your physical and digital stores instantly. Your customers should be able to see up-to-the-minute info on your available stocks. With AI-driven software, you can even track your customer’s clickstream data on one channel and engage them with personalised product recommendations when they visit your other channels.

Implement responsive design

Customers who struggle to find your products on a smaller phone screen are likely to drop off the web page prematurely. Responsive design helps your content look good on all devices, ensuring an easy-to-use experience.

To support SMEs’ digital needs, UOB BizSmart offers a suite of digital solutions designed to drive business growth. Get complimentary advice from our digital advisors on the right solutions to take your business to the next level, from POS to digital marketing.

Provide 24/7, personalised customer service

In our digital world, customers are browsing and buying 24/7 – and they expect prompt customer support from businesses. More than ever, they also want interactions that are personalised to their unique needs.

Meeting these demands is possible even for manpower-strapped SMEs with the help of digital tools such as:

AI-powered chatbots

Intelligent automation enables your customers to get instant support at all hours. Implement AI chatbots for your customers’ preferred messaging channels – for instance, Whatsapp and Instagram – to handle common customer questions. The best chatbots today can even offer product recommendations tailored to your customers’ search history.

Self-service portals

Today’s savvy customers value the convenience of self-service, so your business should empower them to find their own solutions. Build a user-friendly self-service portal where customers can manage returns, view updates on their queries, and get seamlessly transferred to a human agent where needed.

Customer Relationship Management (CRM) software

CRM platforms centralise information about your customers’ purchase history, order statuses, queries, and even social media activity. Rather than giving cookie-cutter responses, your team can use these insights to personalise their service and build stronger relationships. Some CRM tools also feature predictive analytics that can efficiently anticipate customer needs and suggest solutions.

Deliver immersive experiences with AR and VR

To stay on the cutting edge of customer engagement, it’s time for SMEs to think outside the box. As augmented reality and virtual reality tools become more accessible, businesses should challenge themselves to break new ground with creative, immersive experiences.

Here are some key ways you can leverage AR and VR:

Marketing

Enhance your brand storytelling with inspiring AR or VR content. Food and beverage brands, for instance, can take consumers behind the scenes to where their produce is sourced, or showcase the artisanal processes behind their products.

Social media

Fun AR filters such as randomisers and games can organically boost your customer engagement. For instance, beauty companies have launched beautifying filters with virtual makeup, while some brands have created gamified AR filters which engage followers with interactive movements.

Try before you buy

By allowing customers to ‘try on’ clothing and accessories virtually, you can boost customer interest and confidence. Some furniture retailers have already launched AR applications to help customers preview how a piece of furniture would look like in their home.

Enhancing your customer engagement

In understanding the needs of businesses, UOB has been supporting SMEs in their digitalisation journey through BizSmart since 2017. Our digital solutions span from accounting to HR and payroll, POS and payment, digital transactions and digital marketing. The accounting solutions are also integrated into the UOB SME app, enabling SME owners to view their financials through the interactive dashboard in-app.

To assist SMEs to embark on digitalisation, there are also grants and schemes extended by Singapore Government.

To digitalise your business with the help of our digital advisors, connect with us today.