Need an edge in Customer Service? Look no further!

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Written by

Brendan Roberts - MSP Operations Manager

Published Monday, April 24, 2023.
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In today’s world, Customers seek technological convience to make their lives easier. This means that we all need to be customer minded when considering things from POS systems to webforms to provide them with the best experience.

Unsatisfied customers tend to disengage from a company, even if the issue they encountered has nothing to do with the products or services offered. For example, they may have struggled to navigate the company’s website, or perhaps they had a query but no one was available to assist them.
Simplifying the process of doing business with your company is an expectation of customers, and organizations that meet this demand reap significant rewards. Companies that prioritize the customer experience enjoy a 60% higher profit margin compared to those that do not.
The use of technology is crucial in converting website visitors into clients and ensuring customer satisfaction, which leads to repeat business.
So where should you focus your efforts when investing in technology? Read on further and let Lumity share some solutions for business budgets of all scales!

Forms? Store Them In The Cloud!

Have you been emailing Microsoft Word forms to your customers? Opting for cloud-based forms can greatly enhance the user experience. By doing so, your customers no longer need to save a form to their computer and remember to send it back via email. Instead, they can simply follow a link and complete the form online using any device.

By transitioning your forms to the cloud, you can streamline the process and make it easier for yourself. Form data is automatically captured and collated, while analytics are provided to help you make data-driven decisions.
If you are a Microsoft 365 user, then you already have access to a cloud-based form tool: Microsoft Forms! Look for Microsoft Forms in your available applications or visit Microsoft’s website to learn more about its features and benefits.

Want help with Microsoft 365 App, deployment and/or automations?

Let's chat!

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Go Digital With Your Signatures!

According to experts, the use of eSignatures is projected to increase by 69% by 2024. The ability to sign documents digitally eliminates the need for physical signatures, thereby increasing the likelihood of more contracts being signed. This eliminates potential hurdles that can arise from printing out a form, signing it, and then scanning it back in.

Printing-related issues, such as running out of ink or struggling with a scanner, can cause problems for customers and lead them to reconsider signing a document. By using digital signatures, this process is streamlined and can be handled entirely online, ensuring that you have a legally binding signature.
Digital signatures provide a more efficient approach to handling transactions, and using them eliminates the need for physical signatures. This eliminates potential hurdles that can arise from printing out a form, signing it, and then scanning it back in. Additionally, digital signatures provide a legally binding signature, making it a secure and reliable option.
Want help rolling out a digital signature solution? We can help!

Use AI & Chatbots To Deliver Information, Faster!

Often, when someone is making a purchasing decision, they have questions that need answering. If they cannot easily and quickly find the answers they need, they may choose to take their business elsewhere.

Chatbots have become increasingly intelligent in recent years. With proper programming, they can effectively address a significant percentage of recurring questions. These bots are available 24/7 on your website, offering immediate assistance when needed.
Many customers actually prefer using chatbots. A majority of consumers, around 68%, report being satisfied with helpful chatbots. They appreciate receiving rapid answers from bots, which is not always the case when they send emails or make phone calls.

Use SMS To Accelerate Your Business

SMS notifications are a form of technology that can enhance the customer experience. Emails have become inundated with spam and promotional messages. In situations where customers need to receive information regarding their purchases or shipments, they often prefer receiving it via text. This ensures that the message is not missed.

Consider implementing SMS notifications for critical customer alerts. Ensure that you provide customers with the ability to opt-in and opt-out of these notifications. It is also advisable to allow customers to choose which alerts they wish to receive, such as payment notifications, sales, or shipping details.

Get Seen With An App For Your Business!

The shift from websites to apps has been ongoing for some time now. While the internet is still very much in use, apps are gaining popularity. This is largely due to the increasing use of smartphones.

Smartphone searches are now more common than web searches. Additionally, when users are on mobile devices, they tend to prefer using apps over websites. Research indicates that mobile users spend 90% of their time using apps , with just 10% using an internet browser.
Consider creating a mobile app for your business to simplify the customer experience and enhance your marketing and service capabilities. This can include push notifications and other features.
If you have a limited budget, you could start with a “wrapper” app. This type of solution transforms your existing website into an app.

Rollout a Kiosk For FAQ!

Having an FAQ kiosk available in retail stores can enhance the customer experience by providing a quick and easy way for customers to get their questions answered. It can also help them find sales and coupons more easily.

Service businesses can also benefit from using this digital tool. They can use it to answer commonly asked questions and direct clients to staff offices, making the process more efficient and streamlined.

Use VoIP Phones To Enable Flexibility!

Your business phone system is not just an internal IT tool, but also an important customer-facing technology. The experience customers have when they call your business can significantly impact their perception of your brand.

VoIP phone systems provide staff with the flexibility to assist customers from anywhere, even when they’re away from their desks. Additionally, they offer features such as group ringing, auto-attendants, and voicemail to email, all of which enhance caller interactions with your business.

Need Help Planning Your Technology Roadmap?

When considering technology upgrades, it’s important to assess which ones will have the greatest impact on your bottom line and how they can be integrated with your current systems. At Lumity, we specialize in helping you plan for the future by addressing these key factors. Want to discuss your options? please contact us to contact us today, or schedule a discussion.