In today's fast-paced digital age, customers prioritize convenience and user-friendly technology. This implies that businesses need to integrate customer-centric technology, such as web forms and POS systems, to enhance the customer journey.
If customers encounter a negative experience, whether it's difficulty navigating a website or unanswered queries, they are likely to leave. This decision often isn't related to the quality of your products or services but the overall customer experience.
Businesses are expected to provide a seamless and easy platform for customers to interact and transact. Successful implementation of this strategy can lead to numerous rewards. For example, customer-centric companies reportedly generate 60% more profit than their counterparts.
Leveraging technology is a strategic approach for businesses to convert website visitors into loyal customers, and to ensure customer retention.
Wondering where to begin? Here are some budget-friendly technology ideas that can be implemented across businesses of all sizes.
Cloud Forms
Are you still sending forms to your customers via email? The process can be vastly improved by utilizing cloud-based forms. With this technology, your customers don't need to save a form to their device and then remember to email it back. Instead, they can easily follow a link and fill out the form online, from any device.
Transitioning your forms to the cloud not only benefits your customers, but it simplifies your process as well. You can receive form data automatically, and these systems can help collate forms and provide analytics.
Most office suites offer cloud form tools as part of their services. Check the available applications within your current software package. Google Workspace has Google Forms and Microsoft has MS Forms. You could also check out services like Typeform or Jotform.
Digital Signatures
Experts predict a 69% increase in the use of eSignatures by 2024. The convenience of digitally signing documents leads to more contracts being signed. There's no need for individuals to print a form, sign it, and then scan it back - each of these steps could introduce potential obstacles.
Issues can arise such as printers running out of ink or difficulties operating a seldom-used scanner. Any hiccup could cause a client to reconsider signing a crucial document.
The use of digital signatures simplifies this process. The entire transaction can be handled online, ensuring a legally binding signature without the hassle.
Smart Chatbot
Customers often have questions when making a purchase. If they can't find quick and easy answers, they might look elsewhere.
Chatbots can be incredibly useful in this regard. When properly programmed, they can answer a large portion of repetitive questions, providing 24/7 assistance on your website.
Many customers appreciate this feature. Approximately 68% of consumers are satisfied using helpful chatbots. They appreciate the prompt responses, which may not always be possible with email communication.
SMS Notifications
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 isn’t missed.
Think about implementing SMS notifications for important customer alerts. Make sure you have an opt-in and opt-out method. It’s 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 in a transition from websites to apps for a while. Of course, the internet isn’t 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 apps, and just 10% using an internet browser.
Think about implementing a mobile app for your business. This can make it easier for customers to do business with you. It also gives you more marketing and service capabilities, such as push notifications.
If you’re on a tight budget, you could start with a “wrapper” app. These are solutions that take your existing website and transform it into an app.
FAQ Kiosk
For retail stores, having an FAQ kiosk available can provide a positive experience. It can allow customers to get questions answered quickly. It could also help them look up sales and coupons.
Service businesses can also benefit by using this digital tool. They can use it for commonly asked questions. They can also use it to direct clients to staff offices.
VoIP Phone System
You might think of your phone system as an internal piece of IT. But it’s also one of your most customer-facing technologies. The experience people get when they call is a vital part of how they view your business.
VoIP phone systems give staff the flexibility to help customers anywhere. This is true even when away from their desks. They also enable things like group ring, auto-attendant, and voicemail to email. All these features make for better caller interaction with your business.
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Get Help Planning Your Technology Roadmap
Which technology upgrades will benefit your bottom line the most? How should new systems integrate into existing solutions? These are some of the things we look at when helping you look ahead to the future. Give us a call today to schedule a chat.
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