Digital Choices: The Channel Is Just the BeginningFuture shock – something people could have possibly prepared for had they known what was heading their way in 2020? Not exactly. In his 1970 book Future Shock, American writer […]
Future shock – something people could have possibly prepared for had they known what was heading their way in 2020? Not exactly.
In his 1970 book Future Shock, American writer and futurist Alvin Toffler introduced a new term to the world: ‘overchoice’ or ‘choice overload’. He described it as a cognitive impairment in which people have a difficult time making a decision when faced with many options. So there you have it, if you have difficulty choosing what you want for lunch, (looking at you, Cheesecake Factory menu) it’s not your fault!
While it’s safe to say that not too many of us find ourselves luxuriating in a position of being overloaded with choice with regards to where we are allowed to venture right now, some other areas are throwing up a barrage of choices to make. Think online.
How online presence influences choice
Necessity has forced so many businesses to either build an online presence from scratch or enhance their current provision, and all within the blink of an eye. Our choice of vendors and goods across so many areas has become mind-boggling, leading to decision paralysis, choice overload is in full effect. So how do we go about making a choice? Let’s talk food for a minute – or more accurately food delivery – an area of interest many Mitto team members seem to have in common…
It’s never been easier for food companies to reach us. Restaurant delivery has grown 20% in the last five years and while estimates differ, online food delivery sales are estimated to grow as high as $220 billion by 2023 – 40% of total restaurant sales (source: Bringg). As for the online grocery business, Deutsche Bank estimates that the $24 billion online grocery market will surge to $120 billion by 2025. This hypergrowth may have been accelerated by the global impact of the Covid-19 pandemic but not all industries have been so fortunate.
Nobody knows what the future will hold but organizations need to operate in such a way that creates an aura of cool, calm confidence in the eyes of their clients. No matter what is REALLY going on out there, enterprises need to engage clearly and (this is the really important bit) decisively, adding value at every turn. Focusing on choosing the correct channels to converse with clients, framed in such a way that drives real ROI and high conversion ratios, is critical and this is where Mitto can help. There is a world of choice out there but not all channels are built the same.
Adding value with CPaaS solutions
Our CPaaS solution is an easy way for enterprises of any size to take advantage of and leverage the benefits of ubiquitous channels such as SMS, Chat (WhatsApp and Viber), and Voice.
With our years of Enterprise experience, we help our clients get the best from every dime they invest in our services and we know what works. Usability of channels is key. There is no point offering a solution if key elements of it are unusable.
We came across a recent example where a global luxury brand offered clients WhatsApp as a means of conversing with customer services but it turned out the ability for clients to send video (of faulty products for example) was not enabled – even though they could send it in without receiving any error or indeed any instruction at the start of the chat session saying video was not supported. To add insult to injury, the service received was tardy and sub-optimal (no fault to WhatsApp, of course, but instead the provider enabling it).
Here at Mitto, we have learned never to assume anything and if you are looking for a trusted partner on whom you can rely to power your client interactions (business messaging) then you won’t go wrong choosing us. That’s one decision less you need to make now.