According to recent report from Gartner, 89% of businesses expect customer experience to be the main point of competition by the end of 2016.
To put that into perspective, last year that figure was 58%. The year before? 39%.
It’s no wonder why the essential skill every company wants to master is excellent customer service. Your clients are no exception.
So how can you take advantage of this trend? Well, if you were wondering how you can add the most tangible value to your clients’ businesses… there’s your answer: Help them achieve exceptional customer service.
Because once you’ve got a customer hooked on a great experience, they’re more than likely keep coming back for more.
However, if they’re disappointed with your service? Most disgruntled customers probably won’t even complain – they’ll just leave. And what may result is a dwindling customer base, a drop in referral business, and a reduction in the lifetime value of a customer.
The most innovative and forward-thinking companies are fully embracing all the ways technology can help bridge gaps in their customer service – and being quite clever about it. Don’t let your clients get left behind.
Here are 4 ways you can help your clients deliver exceptional customer service using the right business management software.
- It’s not good enough to be good, your clients need to be consistently good.
No matter what anyone says, the real secret to excellent customer service is consistency. If your clients are delivering a customer experience that’s volatile, good on some days and terrible the next, it’s likely to reflect poorly overall.
Many companies invest heavily in building great customer service processes according to best practice, but then struggle to achieve consistency across multiple offices, teams or staff members.
You can help your clients turn this around…
From my experience, the companies with the most consistent customer service have business management software with built-in customisable workflows that ensure all staff follow a proven process that delivers a great customer outcome each time. This allows a business to not only design a unique customer experience process to match their brand and company values, but most importantly, makes sure it gets reinforced and followed every time.
Don’t leave customer service to chance. Empower your client with the tools to deliver exceptional customer service by investing in building great processes directly into their day-to-day software.
A platform like HARMONiQ will help you empower your client with great processes and a business management system that guides them and holds them accountable, then consistently good customer service suddenly becomes a breeze.
- Help your client make the most of reliable data stored in a centralised location
Most companies collect mountains of data about their customers. They know what makes them tick, what they buy, and how often they buy it. What most companies can’t do is make meaningful use of any of this information. Why? Because it is stored in a multitude of locations – in different software, on a range of spreadsheets, or even simply in the memories of your sales people.
Without one centralised location, data is stored in a multitude of locations – whether it be software, spreadsheets, or in the memories of your clients’ sales people.
By storing all this information in one centralised system, it instantly streamlines every interaction with customers. So it doesn’t matter which customer calls up, or which customer service rep takes that call, you can ensure your clients’ staff always be armed with the most up-to-date information regarding that account.
To drive real centralisation in your clients’ businesses, look at implementing an all-in-one business management platform for them. These systems automatically integrate data from all aspects of the business everything from Accounting to Inventory, and Marketing, giving your clients one source of truth for all customer information.
- Guide your clients towards embracing the automated responder
One thing most customers really hate is when a company takes too long to reply – or worse, fail to reply at all.
Now no business ever intends to annoy their customers by doing this – in reality, their follow-up processes are just too complicated and time-consuming. Moreover, staff have no visibility over who has been responded to, and who hasn’t – leading to a few unlucky prospects being completely overlooked.
More and more companies are embracing automated responses to remain responsive to customers, but at scale, ensuring every enquiry is followed up.
Help your client get ahead of their competition by arming them with the right software platform to achieve this.
A platform like HARMONiQ will allow them to record every enquiry that comes in, assign it to the correct account, and automatically notify a staff member to respond. They’ll even be able to go a step further and program an automated response, such as a quote follow-up for small deals, to automatically send a personalised response to each relevant customer or prospects.
Not only will you be helping you clients provide their customers with a seamless experience and a realistic expectation of when they can receive a response, but it’ll also buy sales people a little time to concentrate on the bigger and more valuable deals.
- Make things personal
Nothing improves a customer’s experience like making them feel like an individual among the masses. However, this can be a challenge – especially if your clients have hundreds or thousands of people in their database.
But there’s always a way to help your clients improve.
A good place to start is by advising them to start populating all communications to customers with a few details, such as a name or company name – especially automated responses. These simple touches can make a huge difference in how they engage with content.
Even the smallest personal touch can make a huge difference for customers – and the right software will make it too easy to pass up.
The right business management software should also let your clients segment their databases to tailor their messaging for customers. So they’ll be able to send targeted messages to customers based on where they’re located, what product they buy, or when they’re likely to be due for a re-order.
So, to summarise: Best in class businesses are achieving consistently exceptional customer service by putting clever technology to work for them. You can help your clients do the same, by:
- Leveraging pre-built workflows for specific customer service scenarios (like the onboarding process, or after the first purchase) to ensure that the process is completed consistently every time, delivering a high level of customer satisfaction
- Capturing customer information in a centralised location that is accessible to the whole team, empowering them with the information they need to drive more value from customers, while delivering far better customer service than before.
- Automating the simple things (like quote follows up, and thank you emails) – to help them be more responsive to their customers, and to take the pressure off their staff to do everything themselves.
- Combining your client’s customer knowledge with sophisticated communication tools that can help them talk to their customers like the individuals that they are, but at a far bigger scale than they could do on their own.
I’m sure you’ll agree that customer service is not something you, or your clients, want to leave to chance. So if you’re serious about making valuable improvements in how your clients engage and sell to their customers, and are looking for a software solution for the job, let me introduce you to HARMONiQ Business Tuning Software.
HARMONiQ is a unique platform that allows you to:
- Build both complex and simple workflows directly into the platform, making all customer services processes accessible by all staff.
- Provide staff with one source of truth for all customer information, and an easy way to manage their follow-up tasks and provide personalised customer service every time;
- Automate simple selling and sales support tasks, such as sending follow-up emails for quotes, or setting reminders for follow up calls to ensure no customer gets left behind; and
- Seamlessly segment contacts, create targeted marketing lists, and ensure contacts get emails with messages targeted specifically to them, complete with personal touches such as First name and Company Name.
These are just a few of the ways HARMONiQ can optimise your clients’ businesses for exceptional customer service.
If you would like to discuss how you can start leveraging this great technology for your clients, please call me on 02 9542 2000 or email me at firstname.lastname@example.org.
Drew Arthur is the Managing Director of Micronet Systems, and is focused on working with accountants and professional services providers to help their clients tune their businesses by leveraging cutting-edge technology. If you want to help your clients gain further efficiencies within their business while boosting your own revenue, request a demo to see how HARMONiQ Business Tuning Software can make a difference to their business and your own.