The best way for a company to achieve digital transformation is to improve all its existing operational processes. This article describes how information and communication technologies can help organizations improve customer relations. The following paragraphs discuss different technological solutions to this problem.
In our definition of technological solutions, we include Customer Relationship Management (CRM) systems, Customer Support Software, help desk tools, and solutions that enable businesses and customers to communicate omnichannelly.
Direct and improved communication with customers
As communication channels increase, positive relationships with customers increase as well. More channels mean more satisfied customers. All of these channels must be utilized effectively by an organization in order to maintain customer satisfaction.
Up until recently, customers and businesses were only able to communicate directly via direct mail or telephone. Using technology, communication channels have been greatly expanded, developed, diversified, and optimized to meet clients’ expectations.
There are many ways to communicate now, including email, live chat, instant messaging, and even social media. However, some customers still use legacy communication systems.
It is equally important to offer a variety of communication channels as it is to pick these media wisely and to use them effectively.
Mobile technologies for customers
In most cases, traditional communication tools used to build relationships with customers did not interact with each other. This meant that a company could only influence a customer by opening their letter, watching a TV commercial, or picking up the phone. However, communication was constantly interrupted by a variety of factors and variables, depending on the customer.
Mobile technology today makes a strong client-company relationship possible, so we can stay in touch 24/7. Clients are able to interact with brands via the internet at any time and anywhere, which makes them feel more connected to the brand. There are several technologies that support this relationship.
On-the-go devices
Regardless of how large or small a company is, smartphones, tablets, and other mobile devices enable them to reach their customers at any time.
With our constant access to different devices, businesses can stay in touch with their customers around the clock.
Understanding habits
We can only maintain a good relationship with our customers if we know them well. Technology allows us to understand the preferences and habits of our customers and potential buyers.
Therefore, we can see how often they purchase our products and how often they purchase those of our competitors. Also, we can learn when they use social media most often, which pages of our website they visited recently, how long they spent on our website, which channels of communication they prefer, and which applications they use most often, etc.
Based on this data, we can determine when to contact them, what channel to use, and what product to promote.
Analyzing data is the key to understanding our clients. This is known as Big Data. To draw conclusions and address issues, all the information needs to be organized, filtered, and selected.
As well as Big Data, there are programs (free or paid) that can help us organize and use the data we have collected from our customers.
There are many free tools that can provide us with information about our customers’ behavior, including Google Analytics, Facebook, and Twitter. Additionally, companies can use social media marketing tools such as Expion, which aggregates all customer interactions and tracks them. This lets you identify consumer profiles, brand critics, and brand ambassadors along with positive and negative behaviors.
A more efficient and faster service
The more you satisfy your customers, the more loyal they will be. Modern technology allows goods and services to be delivered much more quickly than they used to. For example, online shopping has greatly streamlined the ordering process, resulting in faster deliveries and shorter waiting times.
Predicting orders has become commonplace. Using their consumption habits, companies like Amazon are already able to predict when their customers will place specific orders.
This results in companies being able to anticipate orders and deliver goods faster. In turn, user satisfaction and experiences with the company, as well as their relationships, will improve.
Personalized products that are better
Having a better relationship with your customers will also improve the quality of your products. When you understand your target audience, you can create customized products and services.
Customer-specific services and products that reference the customer’s name, habits, tastes, or any other details that make it unique to them strengthen the relationship with the company.
Analytical technology and Customer Support Management tools provide valuable data and information. Careful analysis of the data can allow you to add additional value to your products and services.
Improved customer management
Our management software gives us information about our customers. For our company, Customer Support Management has proven to be very useful. We can track customer interactions (calls, emails, live chat conversations, etc. ), past purchases, recurring purchases, and online comments.
Such software has revolutionized company-customer relationships. As well as providing information to customer service and support departments, Customer Support Management systems can also be used for marketing, commercial, and production strategies.
The reason that Airbus and Slido, both of which handle large volumes of customer support, use LiveAgent is that it provides them with greater flexibility in how they assist their customers.
SMEs and smaller companies can implement our system as an all-in-one customer support system, such as SolidTrust Pay. Now, the company is able to meet their ticket volume requirements using LiveAgent’s more modern software. A comprehensive knowledge base, live chat, and ticketing are just some of the features available to customers.
