In the past, your employees were your most important tool or resource for dealing with customer issues and making sure that they were completely satisfied. Today? It all comes down to the tech. While employees certainly still have a role to play here, it’s the tech in your company that is going to determine whether your customers are satisfied with your level of service.
There are a few reasons for this. First, the advances in technology have made it the best solution. With new tech, you can communicate with people, highlight information and take personal reactions out of the equation. This actually makes a business model more efficient and effective because the time of your staff can be spent elsewhere in other key areas. Let’s look at some of the tech that can be used and examples across industries.
E-commerce Online Interactions
In the past, if a customer wanted to speak to an employee or member of your staff online, they had two options. Either, they could call your company or send an email. Neither were particularly beneficial. Numbers were constantly clogged up with customers while emails did not provide the best response time.
Today, customers can access live chats through your website if you have the necessary software. With the right software, you can make sure that customers can immediately talk to someone on your team but that’s not all. Customers can also find information they need from automated response before they ever think about speaking to a member of your team.
Customers may need feedback particularly if they have used a service you have provided. They may also want to provide feedback to your company. There are lots of ways companies do this using technology today, but let’s explore the medical industry in particular. The medical industry is a rather special case because rather than customers they have patients. But patients still interact with staff like doctors and nurses, so they still require customer care. With a mobile hospital cart computer workstation, patients can see their diagnosis on screen, provide feedback that is directly input in an automated system and even communicate with their doctor. The tech used here speeds up processes in hospitals, dealing with the critically long wait times that plague hospital halls.
Finally, you can use the online world to provide your clients or customers with the chance to communicate with you. Using the latest software, you can think about giving your customers various opportunities to not only discuss their opinions of your business but communicate with your company in a more personal way. Customers want to form connections with the businesses they buy from, and this is important. It will gain you loyalty and trust for those key repeat sales that will keep your company moving.
Similar tech can exist on shop floors as well, this time in the form of physical equipment. In some shops, you can now purchase items yourself. Once purchased you may then gain the chance to give feedback and leave your thoughts about the business. It’s a highly streamlined way of allowing customers to complete the process of purchasing while also interacting with your business.
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