7 Ways Technology Can enhance The Customer Experience
A top-line customer experience is a meaningful to business success. It is the goal of every company, but in today’s ecosystem has become much more challenging due to the repercussions of the current pandemic.
As the workforce and consumers become more virtual, possible customers are increasingly turning to software and online sets to meet their needs, and businesses need to find and leverage the appropriate technology to serve them.
It begins by building a strong business technology foundation. One built on what has become the “seven pillars of the customer experience”. These seven pillars can serve as a form for those executives grappling with this fast-changing digital transformation. These include…
1. Continuity. Businesses need to roll with the punches and continue continuous operations when circumstances change quickly. If technology failed you when employees transitioned to far away work, it’s time to implement obtain far away access and equip your team with the appropriate devices and software.
2. Communication. Modern customers expect to be able to get in touch with you easily and conveniently. When they reach out, they want to make certain they are heard. Minimizing wait time for responses and resolutions makes people feel cared for, especially when there are systems in place that keep them updated along the way.
This can include responding effectively via email, phone, and online outreach channels. employing Cloud tools for efficient use with documents, forms, and templates, and implementing VOIP phone systems to help route calls, monitor communications, record calls, and more.
Good customer communication can be facilitated by giving employees accurate and up-to-date customer and business data. It will help with clear and effective communications during the complete customer experience.
3. Software. Depending on the character of your company, your software needs may go much deeper than communication. Your IT team or an outsourced Managed Service Provider (MSP), can get access to the right tools and progressive integrations that bring it all together. They can help customize software to configure it for your specific business needs.
4. Security. Some consumers are nevertheless nervous about moving their customer experiences to the digital vicinity. They are wise to be careful about security. Cybersecurity should be enhanced to the highest levels, if necessary, to build trust and make everyone confident that their customer data is safe.
5. Training. Employees should feel confident and comfortable with the technology systems they rely on to do their jobs. Customers get uneasy when the staff is struggling and getting frustrated. Better tools, role-based configurations, and effective training will help eliminate headaches.
6. Data Protection. Protecting data is a major focus on any customer service plan. However it is only part of what an IT team or an outsourced MSP can do. Better IT also produces better data in the first place, which allows you to improve business processes and enhance the customer experience.
7. IT Recovery Solutions. Do you remember the time your company was down for a minute but got right back online? Probably not, because there’s nothing to remember. Downtime that lasts hours or days, though, is much more noticable and can create problems for employees and customers alike.
Gartner , the internationally known research firm has estimated that downtime costs businesses an average of $5,600 per minute (over $300,000 per hour), and that was back in 2014. Now it’s already more important to address problems and bounce back quickly. Every minute matters, so make sure your IT staff or sustain team has a good backup strategy and a disaster recovery plan.
Companies that build a customer service platform based on these seven pillars will not only amaze their clients but also win more business.