4 Ways Technology Can Impact Customer Satisfaction
In today’s highly digital world more and more businesses need to understand that their customers, past, present, and future, will all in some way base their purchasing decisions off a form of technology. In some cases, this means simply how your phone systems operate when a customer needs to call with a question or concern. In others it is more complex, for example, how your business uses tech to protect sensitive data. In any case, it matters. Below are four ways that any business can use technology to improve and maintain customer satisfaction.
Shipping and Delivery
Unless you are living under a rock you have likely more than noticed all the chaos in the logistics sector lately and what that has meant for shipping goods and customer deliveries. While many customers will have patience for a variable they know you cannot control, what they won’t settle for is poor communication during the process. When you own or operate this type of business it is essential to be sure that your drivers are efficient and that the routes they run are in an effort to satisfy your customers. Using dispatch software service allows you to monitor this element of your operations seamlessly. This is one of the main pieces of technology fleet managers and dispatchers use and count on to provide them with the info they need to communicate with their customers.
Marketing and Advertising
No matter what your product or service is you need to include technology in your marketing and advertising strategy. Namely, social media. Taking advantage of these (often) free platforms to reach your target audience is a great way to engage with your customers. Creating content that puts a personality behind your brand is smart and using methods such as Instagram reels to provide a lot of information in a short amount of time can really drive-up business. Not to mention using Instagram reel tips to boost engagement can grow your business beyond your logistical footprint.
Consider hiring a social media manager so that you have a member of your team whose sole focus is to create, post, and engage. With direct messaging available on most all the common platforms you are going to want someone to attend to your customer inquiries in a timely manner. This person will also be responsible for researching social media trends and SEO strategies so that your business can remain relevant, and the algorithm helps you land in the right places.
Website and Online Buying
Having a user-friendly website is critical. If you have outdated technology that does not allow visitors to your site to easily navigate your page then they are simply going to leave, and head straight to one of your competitors. Furthermore, if you have any element of online consumerism, you must ensure that your website has what it takes to make that process smooth. A huge portion of customer satisfaction lies within ease, people don’t want to struggle to get what they want or need.
When you build a business website you should pay close attention to things like SEO, site speed, and that it is optimized for mobile devices. With a vast majority of your customers using their smartphones to interact with your company versus a laptop or desk computer be sure that you do right by them on that last consideration. In terms of purchasing, think about what forms of payment you will accept and try to include a variety. Many sites accept credit cards, Apple Pay, Venmo, and PayPal, or at least a combination of some. This attention to detail means that you are not going to miss out on a sale because your site is not equipped to accept a specific customers preferred form of payment.
Arguably one of the savviest ways to use tech to your advantage in terms of your customer service and satisfaction is start using artificial intelligence. AI for customer service can mean several great things for your operations as a whole.
- Large volumes of data can be handled quickly and efficiently
- Easier performance tracking
- Proactive support
- Reduction of customer handling time
- More time for team members to focus on complex problems and inquiries
Too often people hear artificial intelligence and think robots taking over human jobs but actually, AI works in tandem with human jobs as a support not a replacement. Yes, your teams’ tasks will vary but that is all in effort to improve function and flow. Leaving space on your employee’s plates to handle big problems is something your customers will recognize and appreciate. Allowing AI to weed out the issues that are simple or quickly solved is a win-win.