Improving customer experience should be your primary goal as a business owner. Failing to meet customer expectations can damage your brand. And according to statistics, 88% of customers expect business responses in less than 60 minutes. However, several business operations, including paperwork and payment, could take more. As a result, you may find yourself awkward when unexpected bottlenecks occur. And you have to do everything possible to prevent it.
Consider these four ways to boost your customer experience.
Consider process automation
Automating your customer processes can be your best bet if you have tried everything but aren’t hitting your goals. Technology can significantly speed up order processing by managing time-consuming administrative processes and allowing your workers to focus on more vital activities.
For instance, you can automate monitoring your email and fax technologies for incoming orders. Afterward, you can integrate these orders into your customer order management system to generate a sales order for every client. This automation approach can enable your clients to complete customer transactions without a live agent’s help. You can also include a live agent option for those who wish to talk to your customer service agent before completing a transaction.
Making your communications more effective is one of the first steps to reducing transaction times. For instance, aside from using email and phone to reach your customers, you can also include SMS text messaging. The average text message open rate is over 99%, with 97% being read within 15 minutes of receipt. It is obvious that SMS has a personalized touch, and receiving one from a company feels comparable to reading one from a relative or friend; improving communications can also lower downtime and the client’s overall wait period.
Ensure smoother, faster payment
Going digital is no longer a luxury but a necessity for businesses. It can be the difference between reducing your paperwork, streamlining payments, and shortening transaction times. For instance, blockchain transactions are user-optimized and can be completed within seconds or minutes, saving customers and businesses a lot of time and stress. Unsurprisingly, companies consider crypto banking to improve their global settlements. Digital payments can also minimize error handling and reconciliation by allowing data tracking in real-time.
Standardize order forms
Your online order form may differ from your mail order form and the one you use internally when talking to a customer. The entire process could be slowed down when a piece of critical information is omitted. For this reason, it would be best to invest time and effort in standardizing order forms. This means ensuring all the details are accurate and easily understandable to prevent errors as much as possible. This way, the entire customer order processing can be much easier regardless of how it is collected.
Reducing your customer service response doesn’t only make your customers happy but boosts your brand reputation. It can also help increase efficiency throughout your entire business when done correctly. These tips will put you on the right track to raising customer experience.