The customer has a problem or need. This is when you have to get on the consumer's radar. Because consumers process their information mainly via the mobile phone, you can use several mobile channels to attract the attention of the consumer and create brand awareness.
Inform consumers on your products and offers with rich marketing campaigns.
Share personalised promotional offers to your client’s mailbox.
Customers will investigate and compare products or services to solve their problem. More often than not, this orientation phase takes place via the mobile phone. So, make consumers can reach you via their usual mobile channels whenever they have a question.
Interact with consumers via all available social media channels and chat apps.
Enable customers to send a reply to your SMS messages.
Making it easy and safe to order and purchase the product, is just as important as making consumers prefer your product over another. At least, if you don’t want them to change their mind in this phase. Make logging into the purchase environment as easy and safe as possible.
One Time Passwords
Allow users to login safely by adding an extra layer of authentication.
Gaining substantial assurance on your customer’s identity is fast, secure and user friendly.
The mobile phone offers several options for user friendly and secure payments. Provide payment methods that your target audience can use and they are familiar with. Through our platform you can offer customers both local and international payment methods, as well as innovative payment methods for even easier mobile transactions.
Select the international and local payment methods your customers want to use.
Allow payment in terms with automatically processed direct debit payments.
The consumer has ordered and paid for your product. But that does not mean the customer journey is complete. A great part of customer satisfaction - and of the likelihood of them becoming returning customers - depends on their brand involvement and satisfaction with the product and delivery. That means you need to give timely and accurate delivery information.
Inform your customers on delivery time or possible delays and allow them to respond.
Do you have an app? Send push messages as soon as their shipment is processed, sent and delivered.
The order is delivered to your customer. But the customer journey doesn't end there. Satisfaction is influenced by thanking the customer for his purchase and sending relevant information in this phase. Like how to build the closet or tips on how to rock that new dress. Of course, the customers expects a perfect product. So if problems do arise, it is important that your customer can reach you quickly and easily.
Mobile landing pages
Send an SMS with a mobile landing page with an instruction video once the product is delivered.
Allow customers to contact you via their favourite chat app and help them easily and efficiently.
If you want to your customers to buy from you more than once, you need to keep this customer happy on the long term. Through the use of mobile, you can easily setup loyalty programs to increase customer engagement and customer retention.
Track the online behaviour of your customers and use them to optimise conversion rates.
Use our fully featured and powerful email marketing service to interact with your audience.
This is just a grasp of the solutions available to optimise your customer journey. When using CM's mobile solutions, you can optimise each step of the mobile customer journey from one platform. Want to learn more about our products and how you can optimise your customer jouney with the possibilities of mobile? Please contact us.