Did you know that 66% of consumers today prefer messaging over any other channel to communicate? Also, self-service as a category is growing rapidly. Today, finding your brand has now become a matter of a few clicks. Modern consumers crave convenience more than anything. They search for products/services, and directly interact via messaging once they’ve evaluated business listings, their customer reviews, offers & store timings.

As a multi-location physical business, this should make you sit-up and take note – because this is your one opportunity to provide the digital experience provided by any online store or D2C player. 78% of location-based mobile searches result in an offline purchase. Are you driving searchers to your store more often? Do you offer a great online-to-offline experience? These numbers are staggering and can create a huge impact on your business. Read on & we shall reveal all!

What is Seamless Digital Experience?

It is how your customers or prospects experience your brand while interacting with your businesses’ digital touchpoints. How easy it is for them to get the info they’re looking for so they choose your brand. Think business listings like Google Business Profile, social media profiles on Facebook, Instagram, Linkedin, website, mobile apps when we talk about digital touch-points.

We know that digital discovery on search is step 1. Check out our article here. But once customers find you, do they choose you? Especially if you are an offline business, try answering these questions and see where you stand

It’s a comprehensive tool that enables you to manage how people see your business on Google. 84% of online searches are discovery searches, which means people are looking for solutions – that can be either products or services.

Here’s why you need to optimize your Google Business Profile to be found when people are searching for their needs locally:

• Do you have Google Business Messaging enabled for your Google profile?
• How often do you respond to queries raised via Google Business Profile/Messages?
• How easy is it for your customers to schedule appointments with your business?
• Do you enable consumers to message you from a platform/channel of their choice?
• How do you share content & interact with customers on social media and engage with them?

In today’s digital world, the difference between a customer visiting you or not could well depend upon how you answered these questions for your customers!

Deliver Seamless Online to Offline Experience in 6 Easy Steps

Today consumers reach you through multiple channels – GBP, Facebook, Instagram, Location Pages, 3rd party apps & more. The key objective is to ensure they are able to seamlessly engage with your locations from all these touch-points

• Information consistency across channels
• Self-Service scheduling options – consistency across platforms & profiles
• Digital Catalogs/Product Information on Listings, Profiles & Website
• Messaging support across platforms pre & post purchase (Google Business Messaging, Whatsapp, Facebook Messenger, Instagram DMs)
• Responsiveness to tele-phonic enquiries (call tracking & alerts)
• Easy payment options

7 Ways to Enhance Your Digital Customer Experience

Here are the proven ways to enhance your digital customer experience:

#1 Compelling Digital Presence Across All Relevant Platforms

For multi-location businesses today, it is critical to provide relevant & consistent information about your business across your digital touchpoints including business listings, social media profiles, website & 3rd party apps.

Read more about how you can optimize your Google Business Profile for Local Discovery

#2 Provide Self-Service Scheduling Options

Today’s consumers prefer control & flexibility – For service businesses, allowing customers to book appointments and schedule services through online touchpoints like Google Business Profile, Facebook is a must-have. This not only provides a superior customer experience but also helps you track leads from search and social channels.

#3 Present Digital Catalogs & Product Information

The key to drive more conversions for multi-location businesses through online channels, is to provide enough accessibility. For product businesses, digital catalogs and product information on listings, profiles and websites allow consumers to see through the window. Not to forget – if done optimally, they can lure consumer attention and boost conversions through the online to offline pipeline.

#4 Messaging Support

Connecting with you should be as easy as finding you online for the consumers. With chat based communication topping the charts, your business’s ability to serve messaging support through numerous online channels, matters a lot. Be it Google messages, Facebook, Instagram or other platforms, your team should be able to respond to queries – both pre and post purchase and help consumers to understand the product/service better.

#5 Response to Telephonic Queries

It’s vital to be available and responsive on the numbers published on your digital platforms to help consumers close the loop in a seamless way. What would enhance the telephonic support even further is the ability to automate call tracking and analytics that serves as a feedback loop to continuously improve your customer experience.

#6 Easy Payment Options

Regardless of whether you’re a service-based entity or a product-based multi-location business, allowing online transactions has become a crucial need you can’t ignore today. Your customers should be able to pay seamlessly for the scheduled appointment or for products to be picked from your locations. Additionally, make it flexible by giving them choice between paying through various online payment options or through cash while visiting you physically.

Streamline Your Multi-Location Marketing with Zceppa

Providing a stellar digital customer experience needs concerted effort. With multiple stores at across locations, manual management of digital touch-points is not feasible. Zceppa helps you streamline your location marketing through a single platform for all your marketing needs. Here’s how Zceppa helps you boost digital customer experience and grow your multi-location business:

1. Get Found on the Top of Search Results: Win over local search and supercharge your visibility across multiple business locations with Zceppa Listings.
2. Single Window to Oversee All Your Locations: a birds eye view of your digital presence, reviews & content efforts for all the business locations.
3. Manage Your Leads Hassle-Free: The one-stop solution for tracking and managing all your multi-location business leads at a single place. Zceppa ensures you never miss a customer and respond promptly to deliver great customer experience and maximize your revenue.
4. One-click Scheduling: Provide convenient option scheduling services or appointments from anywhere 24/7. The seamless Scheduler from Zceppa helps you boost you sales and revenue.
5. Omnichannel Interactions:Whether it is through WhatsApp, SMS, Facebook Messenger, Google Business Messaging or DMs on Instagram, Zceppa enables your customers to seamlessly interact with your location teams through preferred channels.

Want to deliver a prolific customer experience, streamline your multi location business and drive growth?