It’s impossible to succeed in the business world, regardless of the industry, without technology. And with everything slowly transferring into the digital world, what was once considered to be good customer service today doesn’t always apply. Nowadays, it’s all about technology, and, while this means buying things from home, people are still craving for a personalized experience in which they feel heard.
According to research people are much more likely to become loyal to businesses that offer excellent customer experience even if their prices are slightly higher or there may be other businesses that offer better products or services. Luckily there are many customer support tools you can choose from to create a better experience for your customers as well as make it easier for your team to keep them happy.
1. Work on Your Website
As your “digital home”, your business’ website is crucial for the success of your business. Upon opening a website, users take mere seconds to decide whether they will abandon a page or stay. Customers appreciate well-thought-out, easy-to-navigate, fast websites, with aesthetically pleasing design and they find them more trustworthy.
Enrich your website with useful software to make their experience even more amazing. Most importantly, keep in mind that many of your customers will look for you on their smartphones, so make sure it’s mobile-friendly.
2. Measure Customer Satisfaction
There isn’t a better way to know what makes your customers happy than to listen to their voices. Feedback is essential to improving customer experience and ultimately increasing profit. Using Voice of Customer tool (or VoC) gives you valuable insight into your audience’s opinions, through various sources of data.
Moreover, you can incorporate customer experience management software and tools that can further help you understand your customers and their needs by allowing you to analyze the data you gather. This will help you learn what works and what doesn’t, and allow you to optimize your website or other channels you use.
3. Automate Some of the Work
Algorithms, machine learning, artificial intelligence, etc., can also have a positive impact on customer satisfaction. Not only can they make the experience more personalized but they can also be very helpful for customers.
Chatbots are one example of the usefulness of AI for customer happiness. This software can simulate conversation and guide customers through the process of finding and purchasing a product or a service or locating anything they need on your website, mobile app, and social media.
This leads us to another important benefit of these technologies. Since they decrease or eliminate the need for human customer service, especially when it comes to some of the simpler problems, they save a lot of time and effort for the employees, so they can focus on larger issues. Moreover, this also translates into saving money.
4. Create a Mobile App
Mobile apps have become a huge part of the lives of many across the globe, and businesses have been taking advantage of them for some time now. A mobile app for your business may not only provide you with another channel through which you can interact with your customers, gather data and improve your strategies, but it can also help you increase your profit.
Moreover, they are the perfect platform for showing customer care but they are also a way to stand out from the crowd, which can make a huge difference nowadays with such big competition in any field. Plus, even if your potential or existing customer is offline, thanks to the app you can still be present in their favorite device.
5. Don’t Forget Social Media
Your customers are constantly using social media, so you should make sure that you are there. It’s not a secret that social media has become an important tool for businesses to increase visibility, communicate with customers, grow their businesses, and so on. Your social media profiles will provide a way to learn more about your clients, analyze their behavior, improve conversion rate, and consequently your profit.
To do this, it’s not enough to simply be there. What you should be aiming for is engagement, and to get that you must offer something to your followers – something they enjoy, something they need, something that helps them solve a problem, something informative.
Create quality content in various forms, such as blog posts, videos, pictures, infographics, and podcasts, and share it across social media platforms. To inspire engagement, you can also ask your followers’ opinions on a relevant topic, create challenges, competitions, giveaways, and much more. Use multiple platforms to reach a bigger audience but make sure that you adapt your content accordingly.
In a Nutshell
Successful companies understand that to attract consumers they need more than good products or services. Making your customers happy should be one of your highest priorities.
Today that means taking advantage of technology that can guarantee a good customer experience, and constantly analyzing and optimizing. Aside from the basics, which you should never ignore – email, website, social media platforms –, implement technologies designed for enhancing customer experience and consider creating a good mobile experience.