With the help of technical support services, tech companies have been serving their customers non-stop. This has bridged the gap between companies and customers’ devices.
As we are now in a customer-centric era, businesses need to be smart in their way of approaching their customers and prospects. Having different channels of communication is assures you that you will not miss a customer who is looking for a product or service that your business can offer. Whenever possible, you should be the one leading a customers’ micro-moment.
Micro-Moments Explained
Marketers are now seeing micro-moments as a key indicator if a consumer is interested in a certain product or service. Micro-moments are these moments where customers go through as they purchase a product, from beginning to end. According to Google, micro-moments have four fundamental basics. They are the want-to-know moments, want-to-go moments, want-to-do moments, and want-to-buy moments.
The first one, i-want-to-know moments, happen when a consumer decided that they want to purchase something. This is where research would happen. Either using a mobile, desktop, or a tablet, customers would compare many other products from yours. For tech companies, it is important for them to have the description and every detail the customer wants to know about their products and services. These people are just scanning and skimming to possible products that they might like. They are not that ready to buy yet.
The second one, i-want-to-go moments take place when an individual is willing to go to a nearby place or store to buy a certain product they like. For example, for gadgets and tech stores, if they have a shop in a mall or a stand-alone store, a customer will go there just to buy something. During this part, marketers need to make sure that their website in every device has an accurate location and can be searchable through mobile or any other device.
The third is known as the i-want-to-do moment. With this one, technical support outsourcing would help a lot. For tech companies and companies that sell gadgets, devices, or appliances, having technical support services for their clients would really make them shine. With the help of agents, things would be easier for them. Whether through a phone call, email, live chat or social media customer service, answering the queries of consumers is vital.
Last but not least is the i-want-to-buy moment. This part is critical as they are in a stage where they want to purchase something. Customers are mostly decided when they reach this stage. Connected to the third moment, this stage is where marketers usually excel. However, with the disruption of the digital age and mobile devices, it is hard to tell when or where the customer would actually buy.
It is important for tech companies to just monitor and analyze the activity of their customers to see and get a clue from it. Providing them with the things they need in a timely manner would surely satisfy them.
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