Small Business
7 Apps That Can Help You Improve Customer Experience in 2023
Paying attention to your customer experience directly impacts your bottom line. Companies that are customer-centric are 60% more profitable than those that are not.
Paying attention to your customer experience directly impacts your bottom line. Companies that are customer-centric are 60% more profitable than those that are not. In today's digital world, customers also expect more from the businesses they choose to work with. People can order something on their phones and see it on their doorstep the next day. Keeping up with those expectations means leveraging the right technology.
Thanks to cloud technology, you do not have to spend a fortune to improve your customer experience. Here are seven types of applications worth putting in place.
1. Online Survey Application. Doing an annual customer satisfaction survey is a great way to check in with customers, and successful businesses use that feedback to make meaningful improvements. Online survey tools make the process seamless for both you and your customers. Recipients can fill out surveys on any device without worrying about email attachments. On the receiving end, results are collated automatically with no manual effort required. If you have a Microsoft 365 subscription, Microsoft Forms is already included.
2. Smart Chat Bot. Most businesses have limits on how many hours they can staff for customer questions. A smart chatbot on your business website allows people to get answers immediately, any time of day or night. Sixty-eight percent of consumers like chatbots because they provide fast responses. While chatbots cannot answer every question, they can handle a significant volume. In healthcare and banking, for example, chatbots can address 75 to 90% of incoming questions.
3. Business Mobile App. People tend to live on their mobile phones and carry them everywhere. Mobile apps are often the preferred method of connecting with businesses, and more Google searches are now done via mobile devices than desktops. A business mobile app that allows customers to order products or services, access support, or initiate virtual calls can significantly improve their experience with your company.
4. Facebook Messenger Support. Facebook Messenger is one of the most popular communication apps available. Many businesses now use Messenger to connect with leads and provide customer support. When you meet customers on a platform they already use, you make it easier for them to reach you. The ability to get a quick answer through Messenger can meaningfully boost a customer's perception of your company.
5. VoIP Phone System with a Good Mobile App. When customers have to juggle different numbers for different staff members, it creates confusion. A VoIP phone system simplifies the entire process by giving employees a single number that works whether they are at their desk, in a home office, or anywhere else. Make sure the VoIP service includes a well-designed mobile app so employees can handle customer calls from their smartphone without reverting to personal numbers.
6. Text Notification Apps. SMS is becoming the preferred communication channel for many companies. Offering customers the ability to opt in to text updates for appointment reminders, sale notices, or shipping alerts can significantly improve their experience. There are several services available online for this purpose, and the convenience factor for customers is high.
7. All-in-One CRM and Sales Platform. One thing that frustrates customers is a disconnect between sales and support, where customer service has no record of a conversation that happened with a salesperson. An all-in-one CRM and sales platform creates a single customer record so that all notes from both sides of the business are in the same place. Everyone can view all customer interactions, which reduces dropped balls, improves efficiency, and makes the customer experience more consistent.
Get Help with Customer-Facing Technology.
It is easy to get lost in a sea of different cloud applications. The team at Cyber One Solutions can help you navigate to the right tools for a better customer experience. Contact us today for a consultation.