One of the key strategies to gain a competitive advantage in the ecommerce industry is to provide a high-quality customer experience. Studies show that 89% of consumers are likely to repeat purchases after receiving a positive customer experience.
Improving the customer experience involves offering fast responses to customer queries, a user-friendly website and detailed product information. In today’s digital-centric world, providing a personalised customer experience is also increasingly important.
Embedding efficient processes forms the foundations for delivering an excellent customer experience. The vast range of options for advanced technology solutions can enable ecommerce businesses to introduce significant improvements to their customer journey. A prime example is digital asset management (DAM) systems with a wealth of features to enhance the customer experience.
Digital asset management systems store, organise and share all types of digital assets such as images, videos, word documents and spreadsheets. They allow businesses to easily share documents between employees, and integration with ecommerce sites enables customers to access assets too.
These are some of the ways DAM can enhance customer experience in ecommerce:
By integrating DAM with an ecommerce site, customers can locate documents such as product data sheets or instructional videos to learn more about products before they make a purchase. User access is based on permissions, so customers can access certain types of documents, while only employees with the relevant access permissions can access sensitive assets.
DAM systems provide an organised hierarchy for asset management, allowing customer service teams to quickly access relevant information to provide fast and accurate responses to customer queries.
When launching a new product, the speed at which you can develop, produce and deliver it to customers is an important metric of customer satisfaction. If your speed to market is slower than your competitors, you’ll fail to meet customer expectations. By enabling easy and fast retrieval of existing assets, the ecommerce team can achieve a faster time to market. The automation of workflows is another powerful way to boost productivity.
You can integrate DAM systems with your CRM to deliver personalised content, such as targeted marketing that is more relevant to your customers. For example, you can provide product recommendations and marketing videos based on customer preferences.
DAM systems provide reports that can help ecommerce businesses quickly analyse the performance of their digital assets to identify any improvements that need to be made. Being able to quickly locate and rectify poor-performing digital assets can help to boost customer satisfaction rates.
When you have consistent brand materials, you enhance your brand message. Inconsistent brand messages can be confusing for customers. DAM solutions ensure all employees based in any location are accessing the latest versions of digital content to provide a consistent brand image.
Are you ready to take the next step to drive improvements to your ecommerce customer experience? If you want to find out more about how the features of DAM could help improve your customer experience, schedule a free demo with a member of our team.