Modern consumers have high expectations when it comes to the customer experience. One study found that nearly 70% of consumers spent more money on companies that provide excellent customer experience. They are also more likely to spend up to 140% more after having a positive experience than consumers who only had negative experiences with companies. What better way to take advantage of these statistics than using tech to give your target and existing clients a better customer experience?
Numerous technologies now exist that allow you to do things that were once too difficult or time-consuming. The tech you can use will depend on your business. Here are some examples of how different brands can use technology to create a better customer experience.
Use Customer Service Software to Manage Customer Interactions
Customer service software makes it easy for businesses to keep track of all their customer interactions in one place. This is crucial because it gives you a clear overview of how your customers feel about your brand and products. It also lets you respond quickly in case your customers have any problems or concerns.
Different customer service software programs are available on the market. Some of the most popular ones include Zendesk, Freshdesk, and Help Scout. These programs offer a variety of customizable features to suit the needs of your business.
For instance, you run a local brand offering cleaning services. In this case, you would need customer service software that allows you to track customer requests, manage bookings, and send out automated appointment reminders. On the other hand, if you have an online store selling products, you would need a software that allows you to handle returns and exchanges, process refunds, and offer live chat support.
Use Live Chat to Offer Instant Customer Support
Another great way to improve customer experience is by offering live chat support on your website. This allows customers to get in touch with you instantly if they have any questions or problems.
Many live chat software programs are available, such as Pure Chat, LiveChat, and Tidio. These programs offer a variety of features, such as the ability to track customer interactions, provide canned responses, and set up automated messages.
Let’s say you are a small business with a limited customer service team. You would need a live chat program that offers features like chatbots or automated messages. This would allow you to provide support even when your customer service team is unavailable.
On the other hand, if you are a larger business with a dedicated customer service team, you would need a live chat program that offers features like reporting and analytics. This would allow you to track how your customer service team is performing and identify any areas that need improvement.
Search Engine Optimization to Make it Easy for Customers to Find You
The customer experience starts even before a customer becomes, well, a customer. It begins when they are looking for a product or service that you provide, and they find your website — or rather, you want them to find your website. This is where search engine optimization or SEO comes in.
Search engine optimization is an invaluable tool businesses use to improve their search engine rankings. The aim is to appear as one of the first few results on the search engine results page or SERP when a customer types in a relevant keyword. The more you optimize your website for search engines, the easier you make it for customers to find you.
There are several ways to optimize your website. This includes using relevant keywords in your titles and website content, creating high-quality backlinks, and having a mobile-friendly website. The better your SEO campaigns, the better. If you are unsure how to do this, you can hire the services of a reliable agency specializing in search engine optimization services. Find that offers reliable services like local search engine optimization, social media marketing, and web design services at a competitive price.
Use Social Media to Connect with Customers
Social media is a great way to connect with customers and create a community around your brand. It allows you to build relationships with customers, offer customer support, and create a branded experience. Even businesses that do not have a physical location can benefit from social media.
Some of the most popular social media platforms are TikTok, Instagram, and Facebook. These platforms offer a variety of features, such as the ability to post updates, photos, and videos, send direct messages, and create advertising campaigns. Make sure to research and see which platforms your target audiences are primarily using before investing.
You can use social media to connect with customers by creating a branded hashtag. This would allow customers to easily find and follow your brand on social media. You can also use social media to offer customer support by responding to customer queries and complaints via direct messages, chats, and comments.
Don’t forget to post engaging content on your social media pages. You can share infographics, videos, blog posts, or even simple updates about your brand. The key is to keep your customers engaged and coming back for more.
Use Data To Personalize The Customer Experience
In today’s world, businesses have access to more data than ever before. You can use this data to personalize the customer experience and make it unique to each individual customer.
Consider sending emails to your website visitors containing product or service recommendations based on their recent searches and purchases. Be sure to acknowledge their birthdays and anniversaries with special offers. You can also use data to segment your customers into different groups to provide them with more targeted content.
For instance, if you have customers who are constantly buying products on sale, you can send them emails containing information about upcoming sales and discounts. Be sure to address them in their name, and offer exciting deals like discounts or free shipping vouchers. This is a great way to reduce the cart abandonment rate of your online shop.
By personalizing the customer experience, you’ll show your customers that you care about their individual needs and interests. This will make them more likely to stick with your brand in the long run.
Technology can be a powerful tool for creating a better customer experience. Failure to utilize the right tech can make you lose opportunities that could take your business to the next level. The goal is to use technology to enhance the customer experience, not replace it.
When used correctly, the right technology can help you direct target audiences to your brand, connect with customers on social media, and track data to improve customer service. Utilize these tips to ensure you are using technology to its full potential to create a better customer experience for your business.
