Today’s customers use various devices as they move through their day. Mobile phones have dominated our daily lives, and many people communicate, browse and shop on their devices while on the go. A tablet might be someone’s device of choice once at home, but at work, they will likely access information from a computer.
As of September 2022, 91% of internet users accessed the internet via a mobile phone, 65.6% via a computer and 27.3% via a tablet. So, creating a consistent, positive customer experience (CX) across all touchpoints is essential for businesses that want to remain competitive. This is where device-agnostic CX comes into play.
In this blog, I’ll explore what device-agnostic CX is, why it’s essential to your strategy, and provide actionable steps to implement it.
What is device-agnostic CX?
Device-agnostic CX refers to creating a consistent and positive customer experience across all devices, whether desktop computers, laptops, tablets, or smartphones. It means ensuring that customers can access your services seamlessly, regardless of their device.
Device-agnostic CX includes making websites and customer service interactions user-friendly to all device types. It also means creating content that people can view on any device. For example, if video content is a key part of your CX strategy, you must optimise your content for all screens.
Increased customer satisfaction is one of the most significant benefits of device-agnostic CX. When customers can access your website or engage with your brand seamlessly across all devices, they are more likely to have a positive experience. Customers who find your services unavailable or difficult to use across devices will be more inclined to choose competitors that have optimised their services for multiple devices.
Three key elements of device-agnostic CX
Device-agnostic CX covers many elements, but a few of the main ones include:
A highly responsive website: When updating your website, ensure it adjusts and optimises based on the device, making it easy to use and navigate. Your website layout should adjust to fit the screen size and resolution of the device being used. Responsive design also ensures the website loads quickly and functions properly if someone has a weaker internet connection.
Accessible customer service: Your CX tools must function properly regardless of the device. For example, as more and more people use voice assistants to interact with brands and make purchases, it’s becoming increasingly important to ensure customer support accommodates these devices.
Optimise content for all devices: Ensure content, including videos, images, and text, are accessible on any device that customers choose to use. Leverage video formats compatible with all devices, and optimise images for fast loading on smartphones, which may have slower internet connections than a computer at times.
By implementing these key elements and following best practices, your business can provide positive and consistent CX across all devices, ultimately increasing customer satisfaction, loyalty, and revenue.
How to create a device-agnostic CX strategy
Creating a device-agnostic CX strategy involves several steps to ensure you provide a consistent and positive experience for customers. When building your device-agnostic strategy, it is best practice to consider the following:
Know the devices your customers use: Leverage data to understand how your customers interact with your brand. How many people visit your site on mobile rather than a desktop computer? How many people are asking questions about your brand via a voice assistant? When you have the answers to questions like these, you can prioritise initiatives that make the most sense to your customers.
Conduct a CX audit: Conduct a thorough audit of all your CX touchpoints, including your website, customer service tools, and social media channels. Identify areas that need improvement; for example, you might find that the web chat function on your website is unreliable when accessed via a mobile device.
Optimise your website: Ensure your website is highly responsive and user-friendly across all devices. Leverage responsive web design techniques and optimise images and videos for mobile devices.
Test your CX tools: Test your customer service tools, such as chatbots and self-service portals, on various devices to ensure they are highly responsive and function properly. You might roll out new capabilities for specific devices and invite your customers to try them and provide feedback.
Use data to drive decisions: Use customer data and analytics to inform your CX strategy and make data-driven decisions — analyse customer feedback and behaviour to identify areas for improvement and make changes accordingly.
By following these steps, your business can create a device-agnostic CX strategy that meets customers’ needs across all devices. It is important to remember that accommodating different devices is an iterative process, and you will need to run through these steps again to ensure you continue delivering excellent CX.
To remain competitive, your business must provide a consistent and positive customer experience across all touchpoints. By delivering device-agnostic CX, your business can improve customer satisfaction and loyalty with a highly responsive website, customer service tools for all devices, and accessible content – to name a few.
As technology evolves, customers will increasingly expect seamless and intuitive experiences across all touchpoints. By embracing device-agnostic CX, you will position your business to meet these expectations and stay ahead of the competition in the coming years.
Premier Contact Point can help you leverage device-agnostic CX
Customer service has become the differentiator that distinguishes you from your competitors. You need to drive strong connections with your customers across voice and digital channels to elevate CX, build your brand and grow your business.
With Contact Point, your customers can easily move through their channel of choice, including chatbots, instant messaging, email and voice.
If exceptional customer service is important to your business, we can help you create meaningful and memorable experiences. Visit our Premier Contact Point for Business page for more on our platform.