Paying attention to your customer experience can directly impact your bottom line. Research shows that businesses that are “customer-centric” are 60% more profitable than those that aren’t. In this digital age, customers also expect more from those that they do business with, keeping up with expectations means optimising the right technology.
2023 is on the horizon, so it’s the perfect time to improve your customer experience. Thanks to cloud technology, you do not have to spend a fortune to do it. Just put in place some of the applications below. These apps focus on making your business’s leads and customers happy.
1. Online Survey Application
J700 Group suggests an annual customer satisfaction survey is a fantastic way to check in with your customers. Successful businesses take the feedback they get and utilise the comments to make their company better.
However, doing these surveys through a Word document attached to an email is old school way to implement this. J700 Groups tech experts suggest using an online survey application to make the process seamless for you and your customers.
Online survey tools are available widely online. If you have Microsoft 365, you’ll find one included, it allows people to fill out surveys on any device without the worry of sending the survey back in an attachment.
On the receiving end, there is not a long process of collating data., all you have to do is open your form survey tool and you can see the results instantly.
2. Smart Chat Bot
Most businesses have a limit on how many hours a day they can pay staff to answer questions. Customer service hours are typically the same as business hours as your staff can get busy, this sometimes means answers may take longer to reply back to an inquiry.
J700 Group suggests that putting a smart chatbot on your business website can improve customer satisfaction. It allows people to get an answer right away. They can also get that answer any time of day or night.
68% of consumers like chatbots because they give them fast answers to questions. While they can’t answer every single question, they can handle quite a few. For example, in healthcare and banking, chatbots can take 75-90% of questions.
3. Business Mobile App
As we know most people live on their mobile phones these days. Mobile apps are often the preferred method of connecting with data and businesses. More Google searches are now done via mobile devices than by desktops.
Think about creating a business mobile app. One that allows customers to connect with you to order products and services. You can use it for customer support, to initiate virtual calls and more.
4. Facebook Messenger Support
Many businesses now use Messenger to connect with leads and provide customer support. When you use an app that is so popular in this way, you make it easier for customers to reach you. The ability to get a quick answer through Messenger can boost a customer’s opinion of your company.
5. VoIP Phone System with Good Mobile App
When customers have multiple numbers for your staff, it can get confusing. Should they call your sales rep at their desk line or mobile number? Using a VoIP phone system can streamline the whole process.
Employees can have a single number that they use when at their desks, at their home office, or anywhere. Make sure the VoIP service has a good mobile app. One that is easy for employees to use. This ensures they can easily handle customer calls using their smartphone. It also keeps them from reverting to using their personal number.
6. Text Notification Apps
SMS is becoming the new email for many companies. Retailers like Shoe Carnival and World Market have customers opt-in to text messaging. Customers like this for shipping notifications and to get sale and coupon alerts.
J700 Group note there are several services online that your business in Lancashire can use for this purpose. Offering text updates can significantly improve your customers’ experience. Use them for appointment reminders, sale notices, or shipping alerts.
7. All-in-One CRM & Sales Platform
One thing that can frustrate customers is a disconnect between sales and support. They may have had a conversation with a salesperson to customize an order only to find that customer service knows nothing about it.
To streamline the information flow, J700 Group suggests your business looks for an all-in-one CRM/Sales platform. These are cloud services that offer a CRM module and a sales module, and both connect. There is a single customer record, so all notes from the sales and customer support side are in the same place. Both teams can view all customer interactions.
This improves the customer experience and results in fewer errors along with efficiency and productivity improvements because everyone is on the same page.
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J700 Group are a Lancashire-based, family-run, professional and responsive, Managed Solutions Provider helping Businesses, to utilise Innovative IT Consultancy Services, Cloud Solutions, Cyber Security, Microsoft 365, Telecoms, Web Design and SEO solutions to propel their organisation to the next level and beyond.
As an experienced IT Support Provider, helping businesses across Lancashire & Manchester, if you need any assistance with your IT including IT Hardware, a Disaster Recovery Policy or Managed Backup Solutions contact us today.
Where to find us: Prinny Mill Business Centre, 68 Blackburn Road, Haslingden, Lancashire, BB4 5HL
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