Customers have always been looking for convenience. It is no surprise that in today's world, convenience is synonymous with technology. From webforms to point-of-sale (POS) systems, businesses need to keep the customer experience in mind in all that they do.
The impact of customer experience on a business cannot be overstated. When people are not happy with their experience interacting with a company, they leave. And their experience may not have anything to do with the products or services being offered. It could be something as simple as finding it hard to navigate the website, or not being able to get a question answered.
Customers expect businesses to make it easy for them to do business. Companies that do that reap the benefits. Customer-centric companies are 60% more profitable than those that are not. Technology is key to converting website visitors into clients. It is also key for keeping customers happy and returning to buy again.
So, where should businesses focus their efforts? Below are several ideas that can benefit businesses of all budgets.
Are you still emailing forms in Microsoft Word to your customers? Using cloud-based forms makes the experience much better. Customers do not need to save a form to their computer and remember to email it back. Instead, they can follow a link and fill out the information online from any device.
Moving forms to the cloud makes it easier for businesses as well. The form data comes in automatically. These systems also collate forms and provide analytics. If a business uses Microsoft 365, then they already have a cloud form tool. They can look for Microsoft Forms in their available applications or visit Microsoft's site.
Experts expect the use of eSignatures to grow by 69% by 2024. The ability to digitally sign documents means more contracts get signed. People do not have to print out a form, sign it, then scan it back in. Any of those activities could mean a bump in the road. Printers run out of ink. People have trouble with a scanner they rarely use. Any problem can mean a customer rethinks signing a document that a business needs.
Using digital signatures streamlines the process. A business can handle the transaction online. They also ensure they have a legally binding signature.
When someone makes a buying decision, they often have a question. If they do not have a quick and easy way to get an answer, they may go elsewhere. Chatbots are really smart these days. If they are programmed right, they can answer a large percentage of repeat questions. They are there 24/7 on a business's website, ready to help in a moment of need.
Many customers actually like them. About 68% of consumers are happy using helpful chatbots. They say they like that they get a fast answer from a bot. This is not always the case when customers send an email.
SMS notifications are another type of technology that can improve customer experience. Emails have become flooded with junk mail. When someone needs to know about a shipment or purchase, they often prefer it by text. This way, the message is not missed.
Businesses should think about implementing SMS notifications for important customer alerts. They should make sure they have an opt-in and opt-out method. It is also a best practice to let the customer choose which alerts they want to receive, such as payment notifications, sales, or shipping details.
Business Mobile App
People have been transitioning from websites to apps for a while. Of course, the internet is not going away, but apps are gaining ground. A big reason for this is the rise of smartphone use. Smartphone searches are overtaking web searches. And when people are on a mobile device, they prefer apps over websites. Studies show that mobile users spend 90% of their time using.
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