7 Ways to Transform Your Customer’s Digital Experience
“ANZ kills cash…” screams the media as the headline is splashed across news sites and your feed.
“Why you soon won’t be able to withdraw cash…”
Is this the end of cash? Are we all expected to now pay contactless with our smartphones or watches?
Well, the move to a cashless society continues to gain pace – with only 27% of all transactions completed by cash post-pandemic.
Aside from the convenience of not carrying physical notes and coins, the overall experience is easier for customers when purchasing goods in-store by tapping their phone. And the surge in eCommerce can continue to transform how consumers buy goods and services, forcing banks to continue to improve their online banking experience.
So how does your Melbourne business stay current and deliver an exceptional digital experience that your customers expect?
As you know, when clients are unhappy with their experience with your business, they don’t return. For some clients, it is not necessarily related directly to your product or services; but navigating your website could be a frustrating experience. Or not being able to pay for the transaction in their preferred method (e.g. not offering Apple Pay or Google Pay).
Customers demand a seamless and enjoyable experience when doing business with you. And those companies that adopt a customer-centric approach are 60% more profitable than those that don’t.
One way to ensure a frictionless experience for your client is leveraging technology on your website to turn browsers into buyers. Let’s discuss several ways to improve your customer experience for various budgets.
Collect data with cloud-based forms
Are you still emailing your customers’ forms in Microsoft Word or Google Docs? You can instantly improve your customer experience by offering cloud-based forms to collect data. This way, your customer doesn’t need to save and email a form. Instead, they can click a link and fill out the info online from any device.
One advantage for your business switching to a cloud-based form is that your data is collated automatically, making reviewing the information effortless. And you can use the software to provide your business with analytics.
Use digital signatures
We expect digital signatures to grow by 69% by 2024. The ability to digitally sign documents prevents clients from printing a form, signing it, and scanning it back in. Therefore, it allows you to offer a better experience independent of your clients having a printer, running out of ink or knowing how to scan the document.
Using digital signatures streamlines the process for your clients, allowing you to handle the transaction online and ensuring you have a legally binding signature.
Introduce a smart chatbot to your website
More and more companies have introduced a chatbot on their website to help customers with questions. Often, customers who need help finding answers to their inquiries will click off your website and go elsewhere. A chatbot to help and guide them can ensure your customer questions are answered.
When used correctly, the chatbot can answer many repeat questions. In addition, your chatbot will be available 24/7 and outside business hours, ready to assist potential customers. Recent surveys have shown that 68% of consumers find chatbots helpful and are comfortable engaging with them. In addition, the study has found customer satisfaction improved as they get a quick answer from the chatbot, unlike email or sending a message on social media.
Choose SMS notifications over email
Another way to enhance your customer experience is with SMS notifications. Whilst email remains popular, many inboxes are flooded and disorganised, so missing a shipping notification is easy. For many consumers, receiving a shipping notification by SMS is more convenient and ensures they get it. Consider introducing SMS notifications for important customer alerts, such as payment notifications, sales, or shipping details. But be sure to include an opt-in and opt-out method, allowing the customer to choose which alerts to receive.
Build your business mobile app
More people are now searching on their smartphones than computers. Whilst Google remains popular, the transition from using Google to search on a website to its app continues to grow.
Research has shown that smartphone users spend 90% of their time using apps compared to 10% using an internet browser. With the rise of apps, consider creating a mobile app to support your customers, making it more straightforward for them to do business with you. For example, with a business mobile app, you can increase your marketing activities, deliver a better customer experience and stay in touch with regular notifications. And whilst you may think developing your mobile app is costly, one solution is using what is known as a ‘wrapper’ app, which transforms your existing website into an app.
Introduce an FAQ kiosk
If you’re a retail store, you can help your customer get their questions answered quickly by creating an FAQ kiosk. Not only does this improve your customer experience, but it can also provide additional support, such as sale information and discount coupons you may offer.
And if you’re a service-based business, you can use an FAQ kiosk to answer the most common questions and triage common concerns by directing customers to the right team for help.
Zoom Phone (VoIP)
Often, the first interaction with a team member is on the phone. That’s why, Zoom Phone (VoIP) can improve your customer experience by offering the flexibility of calls being answered anywhere. With Zoom Phone (VoIP), calls can be taken away from your desk, down the street…basically, anywhere your smartphone or tablet can connect to the internet. And Zoom Phone (VoIP) improves your service delivery by offering group ring, auto-attendant and voicemail to email.
Get a roadmap to improve your customer experience
Need help deciding which IT upgrades would help your Melbourne business? Not sure how to integrate new tech with existing systems? We are here to help you. Schedule a discovery call today.
About the author
Yener is the founder and Managing Director of Intuitive IT. Prior to running his own business Yener worked for a number of corporate organisations where he gained invaluable experience and skills, as well as an understanding of how IT can complement and improve business outcomes.