In today's fast-paced world, convenience is key for customers. And what does convenience look like in the digital age? It's all about leveraging technology to make their lives easier. Whether it's streamlining webforms or optimizing POS systems, keeping the customer experience at the forefront of your mind is crucial.
You see, when people interact with a company and aren't satisfied with their experience, they tend to leave. Surprisingly, their dissatisfaction may not even be related to your products or services. It could be as simple as struggling to navigate your website or not finding someone readily available to answer their questions.
Customers have high expectations when it comes to doing business with you. They want you to make it easy for them. And here's the exciting part - companies that prioritize customer-centricity reap the rewards. In fact, customer-centric companies are 60% more profitable than those that overlook this aspect.
The key to success lies in harnessing technology to convert website visitors into loyal clients. Not only does it help attract new customers, but it also plays a crucial role in keeping them satisfied and coming back for more.
Now, you might be wondering where to focus your efforts. Don't worry, we've got you covered. Here are several ideas that cater to businesses of all budgets:
Cloud Forms: Say goodbye to the hassle of emailing Microsoft Word forms to your customers. Embrace cloud-based forms to enhance their experience. By eliminating the need for customers to save, download, and email forms, you streamline the process. They can simply follow a link and fill out the necessary information from any device. Not only does this make it easier for your customers, but it also simplifies things on your end. The form data is automatically collected, and these systems often provide valuable analytics. If you're already using Microsoft 365, you may find that Microsoft Forms is the cloud form tool you need. Look for it in your available applications or visit Microsoft's site for more information.
Digital Signatures: The use of eSignatures is expected to grow by a staggering 69% by 2024, according to experts. And there's a good reason for it. Digital signatures make signing documents a breeze. No more printing, signing, and scanning. These activities can be potential roadblocks for your customers. Printers run out of ink, and scanners can be a hassle. By enabling digital signatures, you streamline the process and ensure legally binding signatures, all while handling the transaction online.
Smart Chatbot: When customers are on the verge of making a purchase, they often have questions. If they can't easily find answers, they might abandon their cart and look elsewhere. This is where smart chatbots come into play. Today's chatbots are incredibly intelligent. By programming them correctly, they can handle a large percentage of frequently asked questions. They're available 24/7 on your website, ready to assist customers in their moments of need. Surprisingly, many customers actually appreciate chatbots. Around 68% of consumers are happy using helpful chatbots because they provide fast answers. This isn't always the case when customers send an email and have to wait for a response.
SMS Notifications: In an era where email inboxes are inundated with junk mail, SMS notifications offer a breath of fresh air. When it comes to urgent information about shipments or purchases, many people prefer receiving updates via text message. This way, they won't miss important messages in the clutter of their email. Consider implementing SMS notifications for crucial customer alerts. Make sure to provide opt-in and opt-out methods, respecting their preferences. Additionally, giving customers the option to choose which alerts they receive, such as payment notifications, sales, or shipping details, is a best practice.
Business Mobile App: As the world transitions from websites to apps, it's important to stay ahead of the curve. While the internet isn't going away, apps are gaining significant popularity, thanks to the rise of smartphone use. In fact, smartphone searches have surpassed web searches. When people are on their mobile devices, they prefer apps over websites. Studies even indicate that mobile users spend 90% of their time using apps and only 10% using an internet browser. Embracing a mobile app for your business can enhance the customer experience, making it easier for them to engage with your brand. Moreover, it opens up new marketing and service capabilities, such as push notifications. If you're on a tight budget, you can start by creating a "wrapper" app. These solutions transform your existing website into a user-friendly app.
FAQ Kiosk: Retail stores can greatly benefit from having an FAQ kiosk available to customers. It enables them to quickly find answers to their questions and even discover ongoing sales and coupons. Service businesses can also leverage this digital tool by providing answers to commonly asked questions and guiding clients to staff offices.
VoIP Phone System: Your phone system is more than just an internal IT component; it's a customer-facing technology. The experience people have when they call your business plays a vital role in shaping their perception of your brand. VoIP phone systems offer unparalleled flexibility to your staff, allowing them to assist customers from anywhere, even when they're away from their desks. Features like group ring, auto-attendant, and voicemail to email enhance caller interactions and ensure smoother communication.
Ready to embrace these technology upgrades and enhance your bottom line? Wondering how to integrate new systems seamlessly with your existing solutions? We've got your back. Our team specializes in planning technology roadmaps that align with your business goals and vision for the future. Contact Layer 2 Computers today to schedule a chat and discover the transformative power of technology in delighting your customers.