Changing consumer habits with the spread of digitalization are shaping the marketing strategies of the business world. While 73% of consumers prefer live support lines to communicate with brands, businesses that leave traditional communication channels behind, make themselves available 7/24 with live support systems to gain digital visibility and improve customer experience.
With the spread of digitalization day by day, the rapid transformation of consumer behavior shapes the marketing strategies of the business world. While many consumers meet their needs through the digital platforms of businesses, they now prefer live support lines instead of phone or e-mail in their communication with brands. Invesp's research on the subject shows that only 51% of consumers use e-mail and 44% use the phone to communicate with brands, while 73% now prefer live chat lines. While 38% of customers using the live chat feature purchase a product if they communicate successfully, companies increase their order value by 43% with live support.
Local live support system and communication solutions Supsis Founder Enes Dur, which gathers the communication channels of businesses with their customers in a single application, evaluated the issue with these words: “Digitalization changes traditional marketing strategies. Companies now aim to increase site traffic and digital visibility by improving the customer experience instead of using advertising methods. We also enable SMEs and startups to communicate with both domestic and global customers simultaneously with our free 7/24 online support system with automatic language translation feature.”
Next generation marketing channel: Live support line
Stating that the live support system allows businesses to save money and time, Supsis Founder Enes Dur said, “With the spread of digitalization, the number of businesses engaged in e-commerce is increasing day by day and a wide spectrum is formed in front of consumers. That's why being digitally visible and connecting with potential customers is critical. The live support system, together with its artificial intelligence infrastructure, continues to work outside of working hours, allowing customers to be in contact 7/24 and putting an end to waiting times. Businesses are minimizing the rate of making mistakes with less workforce.”
Versatile integration revolution in live support system
Underlining that some of the consumers still use different communication channels, Enes Dur said, “As technology becomes a part of our daily lives, consumers want to turn all innovations in this field into practice in their experiences, but some of them still remain loyal to different communication channels. At this point, as Supsis, we offer a versatile system to startups and SMEs, making voice or video calls, ticket, sms, e-mail, social media and WhatsApp integration. In this way, businesses make communication channels accessible at all times and need less support personnel. With our personnel reporting feature in our application, we can produce solutions that will increase their productivity.”
Domestic and free live support system opens to the global
Stating that live support systems can be used in many sectors and business models, Supsis Founder Enes Dur said, “Our system appeals to different sectors in many fields such as e-commerce, imports and exports. We provide free support to businesses with our domestic application, which we built on the basis of increasing customer satisfaction and eliminating communication problems. With the awareness that the importance of online communication systems in customer experience and marketing strategies will continue to increase in the future, we aim to open up to the global, especially our country.”
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