The experts have spoken: contactless transactions are here to stay. In response, corporations must continuously create relevant strategies in contactless technologies, and still meet customers where they are at. How can organizations successful achieve both goals?
Everybody has already embraced contactless commerce since the pandemic happened. And most customers and business would like to maintain it that way. Research shows that 65% of consumers prefer contactless payments and other contactless transactions, with only a small 16% choosing to revert to the traditional or in-person processes in the post-pandemic world.
These numbers show that brands must continue using contactless technologies, and maybe even adopt them into other existing business operations right now. There are lots of contactless operations that have been used at the height of the pandemic, and are still being effectively used now by corporations.
Take a look at some of the best contactless technologies that provided great consumer experience for the past few months.
The best contactless technologies for consumers
Contactless payments
Online shopping has become prevalent, and with that comes digital wallets. Online payment options are now readily-available in every digital shopping platform, and even physical stores like malls or supermarkets. It has make paying easier as well as managing finances, since users will receive notifications of how much was paid or deposited into their accounts. Furthermore, it saves customers from the long lines in ATMs, banks, or even physical stores.
Virtual customer support
On the pre-pandemic years, virtual customer support is already enabled. But the ongoing pandemic has made it even better. Aside from calls, virtual support systems of corporations have extended to other modes of communication such as online voice calls or chats in different messaging platforms. Previous transactions such as updating customer information or requesting documents have also been digitized by industries, including the government sector.
Contactless refunds and returns
If a person receives a defective product, he or she can easily seek refunds and return the said product. Refunds can easily be transferred to bank accounts and may even be received by the customer in less 2-3 business days. Return kiosks are also enabled, where users had to use a QR code to scan return an item and dropped it at the kiosk for replacement.
Self-service lanes
With self-service lanes, customers can complete transactions without interacting with any personnel. This has become a common feature in supermarkets, which results to shorter lines and faster checkout for consumers. All the customers had to do was scan their products on the scanning machines and pay via cards. In some stores, users have to scan the QR code provided in their payment receipt to open counter exits.
Virtual testers
Virtual testers let users try products—that are previously impossible to test virtually—in the comforts of their own home, or anywhere they want to. This is true for the beauty industry, where makeup shades can be tested through virtual experiences. AI-enabled skin diagnostics and one-on-one skin consultations are also part of the virtual testing experience.
How to maintain relevant contactless experiences
Unlike before, today’s customers now prefer digital transactions that keep them safe from COVID-19, given that the virus continue to evolve into different variants. Aside from that, customers would want these online transactions to double security measures because the digital world is currently seeing a rise in cybersecurity issues.
Check out the necessary steps that can help maintain relevant and safe touchless experiences in the growing world of contactless commerce.
- Take additional actions against online frauds and scams.
Online frauds and scams can be hard to detect, especially if the users are the only ones being targeted and not the corporation itself. Even worse, corporations end up finding out about these issues when a user post detailing the problem goes viral. The said post can seriously hurt company reputation, and result to loss of
In this regard, encourage customers to report any suspicious activity immediately through virtual customer support. Also, be on the lookout for vulnerabilities in the local or international systems and upgrade security systems if possible.
- Determine customer segmentation.
According to Deloitte, customer segmentation is vital in the contactless economy, just as it is in the pre-contactless times. Customer segments help corporations decide which group of customers would be targeted or not targeted for new function rollouts. Companies must then define value propositions, to make segmentation easier and effective.
To provide better products and services for different segments, look into existing contactless operations and offers. Assess which ones need improvement and which upcoming emerging technologies can be utilized in them.
- Prioritize customer behavior analysis.
Assess the customer behavior and find out more about user expectations on different contactless features that the corporation is using. Users prefer fast and user-friendly processes that extends not just to the in-service and checkout experience, but even to the physical processes such as delivery options.
Innovate according to user expectations, and do not forget to ask for user feedback. Simplify processes in getting feedback and complaints as well through quick polls or easy star-rating surveys.
- Roll out tech capabilities faster to assess them faster.
In today’s innovation culture, fast failure is a good way to test and learn in a fast-paced world. Corporations have to test new technologies as soon as possible, rather than wait for the right timing that may never come. But to do so, companies must take into consideration their resources before adapting this type of mindset or protocol into their organizations.
Adapting this strategy will largely depend on the kind of mission, vision, and culture that the company has. It can be helpful and key to successful digital transformation to more contactless operations, but it is also not a smart move if it is not something that has been inculcated in the company culture.
- Incentivize users of new contactless operations.
When a new contactless transaction is being rolled out, customers may become wary to try it at first. They might have doubts if it works safely, and if it doesn’t have bugs in every step of the way. The best way for corporations to convince consumers to try these new technologies is to give them incentives.
For example, provide discounts and freebies for users who would try the new contactless features. Make sure the freebies and discounts are relevant, that is, applicable to products they will possibly avail.
Contactless technologies may upgrade even more in the future, as the world of commerce are transformed by other emerging technologies. As always, corporations must be on the lookout for these technologies, so that they can stand above the competition and keep providing excellent and seamless experiences to their customers.
Reference Links
https://www.linkedin.com/pulse/contactless-self-service-here-stay-liliana-petrova/
https://blogs.oracle.com/retail/post/contactless-retail-what-can-retailers-do-to-stay-relevant