How technology can enhance customer experience?
A top-line customer experience may be a key to business success. It’s the goal of each company, but today’s environment has become far more challenging thanks to the repercussions of the continuing pandemic.
As the workforce and consumers become more virtual, potential customers are increasingly turning to software and online services to satisfy their needs, and businesses got to find and leverage the acceptable technology to serve them.
It begins by building a robust business technology foundation. One built on what has become the “seven pillars of the customer experience”. These seven pillars can function as a model for those executives grappling with this fast-changing digital transformation. These include…
1. Continuity. Businesses got to roll with the punches and maintain continuous operations when circumstances change quickly. If technology failed you when employees transitioned to remote work, it is time to implement secure remote access and equip your team with the acceptable devices and software.
2. Communication. Modern customers expect to be ready to get in-tuned with you easily and conveniently. Once they reach out, they need to form certain opinions. Minimizing wait time for responses and resolutions makes people feel cared for, especially when there are systems in situ that keep them updated along the way. This can include responding effectively via email, phone, and online outreach channels. Utilizing Cloud tools for efficient use with documents, forms, and templates, and implementing VOIP phone systems to assist route calls, monitor communications, record calls, and more. Good customer communication is often facilitated by giving employees accurate and up-to-date customer and business data. it’ll help with clear and effective communications during the whole customer experience.
3. Software. Counting 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 proper tools and advanced integrations that bring it all at once. they will help customize the software to configure it for your specific business needs.
4. Security. Some consumers are still nervous about moving their customer experiences to the digital realm. they’re knowing to take care of security. Cybersecurity should be enhanced to the very best levels, if necessary, to create trust and make everyone confident that their customer data is safe.
Training. Employees should feel confident and cozy with the technology systems they believe to try 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 may be a major specialization in any customer service plan. However, it’s only a part of what an IT team or an outsourced MSP can do. Better IT also produces better data within the first place, which allows you to refine business processes and improve the customer experience.
7. IT Recovery Solutions. Does one remember the time your company was down for a moment but got right back online? Probably not, because there’s nothing to recollect. Downtime that lasts hours or days, though, is far more memorable and may create problems for workers and customers alike.
Gartner, a world-renowned research firm has estimated that downtime costs businesses a mean of $5,600 per minute (over $300,000 per hour), which was back in 2014. Now it’s even more important to deal with problems and recover quickly. Every minute matters, so confirm your IT staff or support team features a good backup strategy and a disaster recovery plan.
Companies that build a customer service platform supporting these seven pillars won’t only amaze their clients but also win more business.
