A superior customer experience is a key to business success. It is the goal of every business, but in today’s environment it has become much more challenging due to the impact of the ongoing pandemic.
As the workforce and consumers become more virtual, prospects are increasingly turning to software and online services to meet their needs, and businesses must find and leverage the right technology to serve them.
It starts with building a strong business technology foundation. One built on the “seven pillars of customer experience.” These seven pillars can serve as a role model for leaders grappling with this rapidly changing digital transformation. These include…
1. Continuity. Businesses need to take the hits and maintain continuous operations when circumstances change rapidly. If technology has failed you in transitioning employees to remote work, it’s time to implement secure remote access and arm your team with the appropriate devices and software.
2. Communication. Modern customers expect to be able to contact you easily and conveniently. When they speak up, they want to make sure they are heard. Minimizing the wait time for answers and resolutions makes people feel cared for, especially when there are systems in place to keep them informed.
This may include effective response via email, telephone and online contact channels. Leverage cloud tools to efficiently use documents, forms and templates and implement VoIP phone systems to support call routing, communication monitoring, call recording and more.
Good customer communication can be facilitated by providing employees with accurate and up-to-date customer and business data. It helps in clear and effective communication throughout the customer experience.
3.Software. Depending on the nature of your business, your software needs can go much deeper than communications. Your IT team or an outsourced Managed Service Provider (MSP) can get access to the right tools and advanced integrations that bring it all together. They can help you customize software to configure it for your specific business needs.
4. Security. Some consumers are still nervous about moving their customer experiences to the digital realm. You would do well to pay attention to safety. Cybersecurity should be enhanced to the highest level where necessary to build trust and give everyone peace of mind that their customer data is safe.
5. Education. Employees should feel safe and comfortable with the technology systems they rely on to do their jobs. Customers become restless when staff are struggling and frustrated. Better tools, role-based configurations, and effective training help eliminate headaches.
6. Privacy. Data protection is a key focus of any customer service plan. However, this is only part of what an IT team or an outsourced MSP can do. First and foremost, better IT produces better data, which you can use to refine business processes and improve the customer experience.
7. IT Recovery Solutions. Remember the time your business was down for a minute but came back online in an instant? Probably not, because there is nothing to remember. However, downtime that lasts hours or days is much more memorable and can cause problems for both employees and customers.
Gartner, the internationally renowned research firm, has estimated that downtime costs organizations an average of $5,600 per minute (over $300,000 per hour), and that was in 2014. Now it’s even more important to address problems and fix them quickly recover. Every minute counts, so make sure your IT staff or support team has a good backup strategy and disaster recovery plan in place.
Businesses that build a customer service platform built around these seven pillars will not only delight their customers, but win more business as well.