Customer satisfaction is critical to corporate success. Every company’s aim, however owing to the ongoing pandemic’s ramifications, has become much more difficult in today’s atmosphere.
Potential customers are increasingly turning to software and online services to fulfill their demands as the workforce and consumers grow more virtual, and businesses must discover and harness the right technology to suit their needs.
It all starts with laying a solid company technology foundation. One based on the “seven pillars of the customer experience,” as they’ve come to be known. These seven pillars might serve as a guide for leaders navigating the rapidly evolving digital transformation. Among them are…
1. Consistency. When things change quickly, businesses must roll with the punches and keep operations running. If technology failed you when your staff moved to remote work, now is the time to set up secure remote access and provide your team with the necessary equipment and software.
Communication is number two. Customers nowadays expect to be able to communicate with you quickly and simply. They want to be sure they’re heard when they seek out. People feel cared for when response and resolution times are kept to a minimum, especially when processes are in place to keep them informed along the route.
Responding efficiently via email, phone, and internet outreach channels are examples of this. Implementing VOIP phone systems to help route calls, monitor conversations, record calls, and more, and utilizing Cloud technologies for efficient use with documents, forms, and templates.
Giving employees accurate and up-to-date customer and business data can help support good customer communication. It will aid in clear and effective communication throughout the client journey.
3. Computer software. Depending on the nature of your business, your software requirements may extend far beyond communication. Your IT department or an outsourced Managed Service Provider (MSP) can gain access to the proper tools and complex integrations to tie everything together. They can assist you in customizing software to meet your specific business requirements.
4. Safety and security. Some customers are still hesitant to move their customer service interactions to the digital arena. They are sensible to exercise caution when it comes to security. If necessary, cybersecurity should be boosted to the greatest standards to foster trust and ensure that client data is kept safe.
5. Education. Employees should feel confident and at ease using the IT platforms that they rely on to complete their tasks. When employees are struggling and becoming frustrated, customers become uneasy. Headaches can be reduced with better tools, role-based settings, and good training.
6. Data security. Any customer service strategy must prioritize data security. However, an IT crew or an outsourced MSP can only do so much. Better IT also generates better data, allowing you to fine-tune company operations and enhance the customer experience.
7. IT Disaster Recovery Services. Do you recall a moment when your organization went down for a little period of time but then came back online? Most likely not, because there isn’t much to recall. Downtime that lasts several hours or days, on the other hand, is considerably more memorable and can cause issues for both employees and consumers.
Back in 2014, Gartner, an internationally recognized research group, claimed that downtime costs firms an average of $5,600 per minute (nearly $300,000 per hour). Now, more than ever, it’s critical to handle issues and recover swiftly. Every second counts, so make sure your IT or support staff has a solid backup strategy and a disaster recovery plan in place.
Companies who establish a customer service platform on these seven pillars will not only wow their customers, but will also gain more business.
ThrottleNet Inc. was founded by George Rosenthal, who is also a partner. ThrottleNet provides a variety of technological services and products to assist business owners in achieving their corporate objectives and accelerating growth. Cloud computing, custom software, and mobile application development, and outsourced Managed Network Services are examples of these services, which assist businesses to increase their technology uptime and IT capabilities while lowering costs.