Product content. It’s critical to business success. When done well, it can inform, educate, and motivate. It can help us save money. And, it can even drive sales—but only if it’s delivered to the right person, at the right time, in the right language and format, on the device of the consumers’ choosing. This infographic dives into product content delivery and how it is essential to your customers’ experience.

1. September, 2016
HOW PRODUCT CONTENT DELIVERY
MAKES FOR HAPPIER CUSTOMERS

2. Product content is critical to business success!
When managed and delivered correctly, it helps inform,
educate and motivate customers.
Delivering product content across all customer channels
enables users to find the answers they are looking for and
improves their customer experience.

3. How Important is it to Keep Customers Happy?

4. Of customers share good
experiences with others buyers
9/10 consumers would pay more for
a superior customer experience
91% of unhappy customers
just leave
Happy customers are worth 10x
the amount of their 1st purchase
87%
10 x

5. So What Makes Customers Happy?

6. Precise Answers to Their Questions
» Customers just want accurate, relevant, and complete answers.
» 53% of customers will abandon their purchase if they can't find a quick
answer to their question
1
So what makes customers HAPPY ?

7. » 77% of customers say that valuing their time is the most important thing a c
ompany can do to provide them with good online customer service
Minimum Time to Find Answers2
So what makes customers HAPPY ?

8. » 60% of customers change their contact channel depending on where they
are and what they’re doing
Finding Answers Everywhere3
So what makes customers HAPPY ?

9. How Product Content Delivery Answers
Customers’ Needs and Improves Satisfaction?

10. » Content delivery provides instant access to
content on-demand
» Content must be accessible and appropriate
for the device on which it's being consumed
Content Delivery

11. Drives Self Service
70% of customers
prefer a company's
website for answers
rather than phone
or email
Saves Time
77% of customers say
valuing their time is
the most important
thing
83% report an improved
experience when
quality search is
available
Enables Powerful Search
Content Delivery

12. Share Personalized
Answers
Personalization that
delivers more relevant
web experience can
increase CTR by 70%
Allows Access from
Any Device
61% have a better
brand opinion when
offered a good mobile
experience
56% of customer
interactions happen
during a multi-channel
journey
Provides Access Across All
Touchpoints
Content Delivery

13. THANK YOU
ZOOMINSOFTWARE.COM
Sources:
Forrester I Accenture I Salesforce I McKinsey I E- consultancy I Local Point I Search Engine Watch
ILatitude I White House Office of Consumer Affairs I Zendesk