Customers look for convenience. In today’s world that means technology that makes their life easier. From webforms to POS systems, you need to keep the customer experience in mind in all you do.

When people aren’t happy with their experience interacting with a company, they leave. And their experience might not have anything to do with your products or services. Maybe they found it hard to navigate your website. They may have a question, but no one was around to answer it.

Customers expect you to make it easy for them to do business with you. Companies that do that, reap the benefits. Companies that integrate customer-centric technologies are 60% more profitable than those that aren’t.

Technology is key to converting website visitors into clients. It’s also key for keeping customers happy and returning to buy again.

Where should you focus? Below, Firewell Technology Solutions has several ideas for Central Valley businesses on all budgets.

Cloud Forms

Are you still emailing forms in Microsoft Word to your customers? Using cloud-based forms makes the experience much better. Your customer doesn’t need to save a form to their computer and remember to email it back. Instead, they can follow a link and fill out the info online from any device.

Moving your forms to the cloud makes it easier for you as well. The form data comes in automatically. These systems also collate forms and provide analytics.

If you use Microsoft 365, then you already have a cloud form tool. Look for Microsoft Forms in your available applications or visit Microsoft’s site.

Digital Signatures

Experts expect the use of eSignatures to grow by 69% by 2024. The ability to digitally sign documents means more contracts get signed. People don’t have to print out a form, sign it, then scan it back in. Any of those activities could mean a bump in the road.

Printers run out of ink. People have trouble with a scanner they rarely use. The list goes on. Any problem can mean a customer rethinks signing a document that you need.

Using digital signatures streamlines the process. You can handle the transaction online. You also ensure you have a legally binding signature.

Smart Chatbot

When someone makes a buying decision, they often have a question. If they don’t have a quick and easy way to get an answer, they may go elsewhere.

Chatbots are really smart these days. If you program them right, they can answer a large percentage of repeat questions. They’re there 24/7 on your website ready to help in a moment of need.

Many customers actually like them. About 68% of consumers are happy using helpful chatbots. They say they like that they get a fast answer from a bot. This isn’t always the case when customers send an email.

SMS Notifications

SMS notifications are another type of technology that can improve customer experience. Emails have become flooded with junk mail. When someone needs to know about a shipment or purchase, they often prefer it by text. This way the message isn’t missed.

Think about implementing SMS notifications for important customer alerts. Make sure you have an opt-in and opt-out method. It’s also a best practice to let the customer choose which alerts they want to receive. Such as payment notifications, sales, or shipping details.

Business Mobile App

People have been in a transition from websites to apps for a while. Of course, the internet isn’t going away, but apps are gaining ground. A big reason for this is the rise of smartphone use.

Smartphone searches are overtaking web searches. And when people are on a mobile device they prefer apps over websites. Studies show that mobile users spend 90% of their time using apps, and just 10% using an internet browser.

Think about implementing a mobile app for your business. This can make it easier for customers to do business with you. It also gives you more marketing and service capabilities, such as push notifications.

If you’re on a tight budget, you could start with a “wrapper” app. These are solutions that take your existing website and transform it into an app.

FAQ Kiosk

For retail stores, having an FAQ kiosk available can provide a positive experience. It can allow customers to get questions answered quickly. It could also help them look up sales and coupons.

Service businesses can also benefit by using this digital tool. They can use it for commonly asked questions. They can also use it to direct clients to staff offices.

VoIP Phone System

You might think of your phone system as an internal piece of IT. But it’s also one of your most customer-facing technologies. The experience people get when they call is a vital part of how they view your business.

VoIP phone systems give staff the flexibility to help customers anywhere. This is true even when away from their desks. They also enable things like group ring, auto-attendant, and voicemail to email. All these features make for better caller interaction with your business.

Get Help Planning Your Technology Roadmap

Which technology upgrades will benefit your bottom line the most? How should new systems integrate into existing solutions? Firewell Technology Solutions helps California and Central Valley businesses plan and implement customer experience upgrades. Give us a call today to schedule a chat.

 

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Featured Image Credit

 

This Article, adapted, has been Republished with Permission from The Technology Press.

Whether you sell shoes or run an accounting firm, you need some type of technology to operate. Today’s companies aren’t just in the business of selling their own goods and services anymore. They also must master various types of digital tools. This is why we here at Firewell Technology Solutions believe that every company either is or must become a technology company.

The digital tools companies must master include software, payment systems, computers, Wi-Fi networks, mobile devices, and more. Companies also need to protect their devices and network.. If that technology isn’t working, it can impact a business significantly.

98% of surveyed organizations say that just one hour of IT downtime costs more than $100,000. The reliance on technology means that every company is now a technology company.

This is the case no matter what products you sell or services you provide. Let’s discuss exactly why this is the case in today’s world.

What Makes Technology a Backbone of Any Business?

 

1. Technology Is a Critical Part of Business

Even farmers use tech to check commodity prices, sell livestock, and keep their books. Most companies couldn’t operate without their software. Or without databases filled with important information.

IT downtime is so devastating for this very reason. Remember the breaches impacting global meat producer JBS and Colonial pipeline? Those companies had to halt operations because of ransomware attacks.

They both paid the ransom to their attackers so they could begin operating again. Without the technology that’s become a normal part of our day, a lot of companies would close.

2. Customers Expect an Excellent Digital Experience

Customer experience came in first in a survey of top business priorities for the next 5 years. Nearly 46% of respondents said it was at the top of their list.

If a customer has just one bad experience with your company, they will likely go elsewhere. In a digital world, those experiences are often:

• Navigating your website
• Checkout experience
• Appointment scheduling ease
• Shipping notifications
• Helpfulness of online chat
• Response time from customer support
• Ability to contact your company via social media

To keep up with consumer expectations in 2023 and beyond, means you need to use technology. From your website to your payment experience, people expect a smooth digital flow.

3. Employees Need Devices to Drive Productivity

How do employees work productivity without the use of a computer, tablet, or mobile device? These devices keep staff connected to each other and your customer data. Devices enable communication and are how much of the work in offices gets done. If they don’t run well, business productivity suffers.

4. AI & Automation Help Companies Stay Competitive

AI and automation help organizations move faster and can personalize a consumer shopping experience. Automation can help sales teams close 30% more deals and improve conversions by over 200%.

To stay competitive, companies must integrate technology tools with AI and automation capabilities. This means they need to know the best ways to use these tools. Plus, integrate them well with existing solutions.

5. Information Is Being Generated at a Rapid Pace

Companies generate information digitally at a dizzying pace. Can you imagine what it would be like if you had to go back to all the paper files? You’d need a separate building just for all the filing cabinets.

Files, documents, and customer records are largely digital now. Keeping track of all that information and making it searchable requires technology skills.

6. Vendors/Suppliers Are Leaving Legacy Systems Behind

Think of the vendors you use to run your business. Could you interact with any of them offline only? No email, no digital documents? In most cases, the answer is, “No.”

The companies that you rely on for your business are also “technology companies” in the same way. Most will be leaving behind legacy systems like fax machines and paper documents. Thus, you need to use digital means to interact with them.

7. It’s Difficult to Grow Without Tech Innovation

People are limited by what they can mentally and physically do in a day. Computers and technology have exponentially increased that. They do a lot of the processing and manual work.

The cloud is often touted as leveling the playing field for small businesses. It allows smaller companies to leverage technology to do more affordably.

It’s hard to continue growing your business without the smart use of digital tools. This includes reviewing your technology infrastructure and looking at innovations on the horizon.

8. Business Continuity Needs

Business continuity is about keeping your company running despite any crisis events. One natural disaster could severely impact a building and everything in it. But, if you are storing your data in the cloud and using cloud software, your business can still operate.

Companies that aren’t employing backup systems are at significant risk. Tech solutions create the ability to continue operating from anywhere, increasing business resiliency.

What Does Your Innovation Roadmap Look Like?

Using technology securely and to its fullest can be a full-time job. Give us a call today! Firewell Technology Solutions can help take that burden off your shoulders.

 

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Featured Image Credit

This Article, adapted, has been Republished with Permission from The Technology Press.

Paying attention to your customer experience directly impacts your bottom line. Companies that are “customer-centric” are 60% more profitable than those that aren’t. In this digital age, customers also expect more from those they do business with.

Today’s expectations are amazingly high: people can order something on their phones and see it on their doorstep the next day. Keeping up with these expectations means leveraging the right technology.

As 2023 is on the horizon, we here at Firewell Technology Solutions believe it’s the perfect time to improve your customer experience. Thanks to cloud technology, you don’t have to spend a fortune to do it. Just put in place some of the applications below. These apps focus on making leads and customers happy.

1. Online Survey Application

Doing an annual customer satisfaction survey is a great way to check in with customers. Successful businesses take the feedback they get and use it to make their company better.

But doing these surveys through a Word document attached to an email is so last decade! Use an online survey application to make the process seamless for you and your customers.

Online survey tools are available widely online. If you have Microsoft 365, you’ll find one included. These allow people to fill out surveys on any device and not worry about sending them back in an attachment.

On the receiving end, there is no long process of collating data. Just open your form survey tool and see the results instantly.

2. Smart Chat Bot

Most businesses have a limit on how many hours a day they can pay staff to answer questions. Customer service hours are typically the same as business hours. And staff can get busy, which means answers may take longer to send back to an inquiry.

Putting a smart chatbot on your business website can improve customer satisfaction. It allows people to get an answer right away. They can also get that answer any time of day or night.

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

3. Business Mobile App

People tend to live on their mobile phones these days. They carry them with them everywhere. Mobile apps are often the preferred method of connecting with data and businesses. More Google searches are now done via mobile devices than by desktops.

Think about creating a business 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 2nd most popular iOS app of all time. This Facebook-connected application makes it easy to communicate with friends, family, and companies.

Many businesses now use Messenger to connect with leads and provide customer support. When you use an app that is so popular in this way, you make it easier for customers to reach you. The ability to get a quick answer through Messenger can boost a customer’s opinion of your company.

5. VoIP Phone System with Good Mobile App

When customers must juggle different numbers for your staff, it gets confusing. Should they call your sales rep at their desk line or mobile number? Using a VoIP phone system simplifies the entire process.

Employees can have a single number that they use when at their desks, at their home office, or anywhere. Make sure the VoIP service has a good mobile app. One that is easy for employees to use. This ensures they can easily handle customer calls using their smartphone. It also keeps them from reverting to using their personal number.

6. Text Notification Apps

SMS is becoming the new email for many companies. Retailers like Shoe Carnival and World Market have customers opt-in to text messaging. Customers like this for shipping notifications and to get sale and coupon alerts.

There are several services online that you can use for this purpose. Offering text updates can significantly improve your customers’ experience. Use them for appointment reminders, sale notices, or shipping alerts.

7. All-in-One CRM & Sales Platform

One thing that frustrates customers is a disconnect between sales and support. They may have had a conversation with a salesperson to customize an order. Then, find that customer service knows nothing about it.

To streamline the information flow, look for an all-in-one CRM/Sales platform. These are cloud services that offer a CRM module and a sales module, and both connect. There is a single customer record, so all notes from the sales and customer support side are in the same place. Both teams can view all customer interactions.

This improves the customer experience and results in fewer dropped balls. Efficiency and productivity improve as well because everyone is on the same page.

Get Help with Customer-Facing Technology Support

It’s easy to get lost in a sea of different cloud applications. Let Firewell Technology Solutions help you navigate to a better customer experience. Contact us today for a free consultation.

 

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Featured Image Credit

This Article, adapted, has been Republished with Permission from The Technology Press.