A good customer experience is paramount in today’s business environment. But having smooth transactions, accelerated business models, and delivering products are not just enough. Customers seek to experience an online presence where they can interact, explore, and choose. This kind of customer interaction will help them grasp the “how” and “why” of having an online engagement while purchasing.
SAP Commerce Cloud helps organizations to elevate the customer experience, respond at the pace of disruption, and drive new business outcomes.
SAP Commerce Cloud brings in the CX strategy with a new perspective. The fundamental capabilities that it exhibits include,
- A centralized view of each customer.
- Dynamic observation of customer behavior.
- An effective response to customer feedback.
- Respecting customer preferences and privacy.
- Transparent order fulfillment followed by delivery.
- Productive assistance for customers in real-time through relevant self-service.
- Customized experience in both online and offline commerce environments.
Besides showcasing these capabilities, SAP CX offers other features that were designed for elevated customer satisfaction.
1) Omnichannel Customer Engagement
Customers engage with companies through websites, apps, chats, social media, and so on while surfing through their smartphones or laptops. They look for seamless interaction and flow across all these channels. Omnichannel or multiple channel engagement points to that the customers’ experience that smooth flow across all the channels while making a purchase.
2) Digital Platform
Consumers must get to know the end-to-end lifecycle of their purchase to strengthen customer relationships and boost customer retention in the future. Commerce Cloud is built as a digital platform that delivers insights on the services, products, and orders to customers. This complete awareness of what they are expected to receive leads to promising customer satisfaction.
3) Collaborative Environment
The cloud solutions offered by SAP CX enable the integration of other SAP solutions and third-party solutions. This integration will allow companies to have a clear view of the overall business cycle by bringing in all these solutions to deliver a unified experience. Therefore, companies can make more strategies for their customers and avoid customer churn.
4) Hyper-personalization
Knowing what the customers need will make any business more eminent and highly profitable. SAP Commerce cloud platform analyzes customers based on their online behavior and purchase histories. The data collected through the analysis is used to target the customers through recommendations based on their preferences. This gives out the customers a hyper-personalized experience to get what they need at their own time.
5) Multi-currency environment
Most businesses these days seek to expand globally which requires a solution that will help bring in international customers. SAP Commerce Cloud exhibits a multi-currency environment that lets customers purchase products or services in their local currency. This uplifts the international customer experience and improves currency conversion rates.
The most important aspect of any business is to understand their customers- their needs and satisfaction. SAP CX offered by Commerce Cloud supports the customer-centric behavior of companies. Implementing this cloud service would help elevate your customer’s involvement with your company and retention for future purchases.
Reach out to us to have more information on SAP Commerce Cloud solutions as well as SAP BRIM’s Subscription Economy.