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Posted by Onyx IT ● Nov 9, 2022 11:38:06 AM

When you pay attention to your customers experience, it directly affects your bottom line. Companies that are customer-centric are 60% more profitable than those that are not. In this digital age, customers also expect more from those they do business with.

In today's world, people can order something on their phones and see it on their doorstep the next day. To keep up with expectations, you need to use the right technology.

The year 2023 is upon us, and it's the perfect time to improve your customer experience. Thanks to cloud technology, you do not have to spend a fortune to do so. Just set up some of the applications listed below. These apps focus on making leads and customers happy.

 

1. Online Survey Application

An annual customer satisfaction survey is a great way to engage with customers. Successful companies use the feedback they receive to improve their business.

But those surveys in the form of a Word document attached to an email are so outdated! Use an online survey application to make the process seamless for you and your customers.

Online survey tools are widely available on the internet. If you have Microsoft 365, you will find an application there. This allows your customers to complete surveys on any device and not have to worry about sending them back in an attachment.

On the receiving end, it eliminates the tedious process of collecting data. Just open your survey tool and see the results immediately.

 

Insights button on Responses tab of Microsoft Forms

Image from Microsoft

 

2. Smart Chat Bot

Most companies can only pay their staff a limited number of hours per day to answer questions. Customer service hours are usually the same as business hours. And staff can be very busy, which means it can take longer to get responses back to a query.

Setting up a smart chatbot on your business website can improve the customer experience. It allows customers to receive an answer immediately. Moreover, they can receive this answer at any time of the day or night.


68% of consumers like chatbots because they give them quick answers to questions. While they can’t answer every single question, they can handle quite a few. For instance, in healthcare and banking, chatbots can handle 75-90% of questions.

 

3. Business Mobile App

People tend to live off their cell phones these days. They carry it with them everywhere. Mobile apps are often the preferred way to connect with data and businesses. More Google searches are now done on mobile devices than on desktops.

Think about developing an enterprise 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

Facebook Messenger is the second most popular iOS app nowadays. This Facebook-connected app allows communicating with friends, family, and businesses easier.

A lot of companies use Messenger to connect with customers and provide customer support. When you use such a popular app, you make it easier for your customers to reach you. The ability to get a quick response through Messenger can strengthen a customer's opinion of your business

 

5. VoIP Phone System with Good Mobile App

When customers have to juggle different numbers for your staff, it gets confusing. Should they call your sales rep on their landline or their cell phone number? Using a VoIP phone system simplifies the whole process.

Employees can have a single number that they use at their desk, home office, or any other location. Make sure the VoIP service has a good mobile app. One that is easy for employees to use. This ensures that they can easily handle customer calls from their smartphones. It also prevents them from falling back on their personal number.

 

6. Text Notification Apps

Text messaging is becoming the new email for many businesses. At retailers like Shoe Carnival and World Market, customers have opted to use text messaging. Customers use this for shipping notifications and to be alerted to deals and coupons

There are several online services you can use for this purpose. Offering text updates can greatly improve your customers' experience. Use them for appointment reminders, sales alerts, or shipping notifications.



7. All-in-One CRM & Sales Platform

One thing that frustrates customers is the lack of connection between sales and support. They may have had a conversation with a sales representative to customize an order. Then they find out that customer service does not know anything about it.

To streamline the flow of information, see an all-in-one CRM/sales platform. These are cloud services that offer a CRM module and a sales module and combine the two. There is a single customer record, so all notes from sales and customer service are in the same place. Both teams can view all customer interactions.

This boost the customer experience and results in fewer balls being dropped. Efficiency and productivity also increase because everyone is on the same page.

 

Need Advice with Customer-Facing Technology Support

It's easy to get lost in a sea of different cloud applications. Let us help you improve your customer experience. Contact Onyx IT today for a free consultation.

Let's Talk

Article used with permission from The Technology Press.