How SMBs Use Technology Solutions to Enhance Customer Experience

Artificial Intelligence November 30, 2022
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Customer Experience or the interaction that clients have with your company is a crucial component of success. Your retention rates and the possibility that current customers will promote your company to others will both rise if you make sure your clients have smooth, positive encounters with you from the time they first contact you through the completion of their transactions and beyond.

With so many companies vying for their attention, businesses must create value beyond expectations for their customers’ life experiences—leading them to feel like they’re getting more than what they paid. In today’s marketplace, this is becoming increasingly difficult to achieve.

That’s why technology has played a big role in enhancing customer experience and fast-tracking business outcomes—it provides businesses with the tools they need to stand out and beat the competition.

Here are five outcomes that technology initiatives have delivered for businesses and helped them stand out:

“Research shows that 35% of business executives claim that digital transformation helps them to better meet customer expectations and improve operational efficiency (40%), and 38% of executives plan to invest more in technology to make it their competitive advantage”

Top Benefits of adopting digital model

5 Business Outcomes Enhance Customer Experience has delivered

1. 20-30% increase in customer satisfaction rates

 

Enhanced customer experience results in higher levels of customer satisfaction, which can result in increased revenue and customer loyalty.

For example, provide your customers with an enhanced experience by offering them more personalized services and products and providing them with better support. They will be more likely to stay with your company over time.

2. 1.9 x  higher average order value

 

We know what you’re thinking: a 1.9x boost in average order value is pretty good. But it’s not just about the money but the experience.

When designing your customer experience, you have to consider how your customers will feel when interacting with your brand and products. Will they feel like they’re part of a special club? Will they feel like they’re getting the best deal around? Will they feel like they’ve been treated fairly?

The bottom line is that if you want to increase your sales, you need to ensure every touchpoint feels right for your customers. In other words, you can’t just focus on one part of their journey—you need to ensure that every step feels right for them.

3. Unified customer data

 

One of the most important outcomes of an enhanced customer experience is that it allows you to keep track of all your customers’ information in one place. This is especially useful if you have multiple touchpoints with your customers, like a social media account, a website, and email. You can use this data to create more personalized experiences for each customer, and you’ll know who they are when they come back at a later date.

4. Streamlined processes

 

Streamlined processes, or “processes that are more streamlined,” result from increased customer experience.

When a customer experiences your business as a more streamlined process, they feel like they’re getting through your business faster, which makes them feel like they’re spending less time and money. This can lead to an increase in loyalty, as well as a decrease in wasted resources.

This outcome is also known as “reduced friction.”

5. Data-driven insights

 

Enhanced customer experience is the new gold standard for business success.

In particular, data-driven insights are crucial to how businesses operate today. It’s not enough to have a strong customer experience if you don’t know what exactly it is that your customers want or need. You need to be able to track and analyze it so that you can deliver on their needs better than ever before.

And this is where data-driven insights come in: they allow businesses to gather information about their customers to understand them better, which leads directly to an enhanced customer experience.

20 ways to leverage digital solutions to improve customer experience

20 ways to leverage digital solutions to improve customer experience

1. Mobile Solutions

 

Mobile Application Development technology is not just about apps anymore. It has evolved into a powerful tool for businesses of all sizes, from corner stores to multinational corporations. It can be used to improve a customer’s experience in various ways.

One way mobile tech can enhance customer experience is by allowing customers to order products through an app, making it easy for them to get what they want without waiting in line or calling in an order. This saves time and hassle, allowing customers to get what they need quickly while reducing the amount of work that goes into fulfilling each order.

Another way mobile technology enhances customer experience is by providing real-time data about customer behavior patterns. This gives businesses better insights into how customers use their products or services over time—and what those patterns mean for future growth opportunities.

For example, notice that most of your customers are ordering more frequently than usual today due to some kind of event (such as Black Friday). This could indicate that there’s a good chance they’ll keep coming back throughout the year because they found something valuable at such low prices!

2. AI chatbots

 

AI chatbots are one of the most common tech solutions for SMBs.

Chatbots are a great way for your business to improve the customer experience. They help you automate repetitive tasks and save time and money while simultaneously providing a consistent, personalized user experience.

With an AI-powered chatbot, you can reduce your customers’ time to interact with humans, freeing them to focus on more important tasks. This can lead to higher customer satisfaction and loyalty, and cost savings for your business.

Chatbots also make it easier for your customers to get answers to their questions and concerns. Try to make it seem like you’re speaking directly to the person on the other end of the phone. This makes them feel valued as a customer.

3. AI for customer service

 

Customer service is a key part of every business. If you have a product or service, you want to be able to help your customers when they need it.

AI is changing the way your company interacts with its customers. There are many ways that AI can improve the customer experience and make life easier for both your employees and your customers:

  • Personalized interactions: AI can help provide personalized responses based on what the customer has said or done in the past. This means that if you’re using AI to handle customer support, it will know who each customer is and what they’ve interacted with before so it can respond appropriately.

  • Self-service options: Many companies are starting to use AI-based chatbots that allow customers to find answers or even complete transactions without having to talk to anyone at all!

  • Voice assistants: Siri, Alexa, Google Home—these devices are becoming more popular daily as people become increasingly comfortable talking to their devices instead of typing on a keyboard or pressing buttons on their phones.

Voice assistants are becoming so commonplace that most people don’t even realize how much they rely on them, from ordering dinner through Seamless (a food delivery service) to setting alarms and reminders. They’re even starting to be used by businesses—for example, Domino’s Pizza has partnered with Amazon to allow customers to place orders using Alexa.

Future Of Customer Service | Digital Platform

4. Personalize customer experience

 

Customer service is a key component of any business, but it’s not always easy to know how to keep customers happy.

That’s where technology solutions can help.

Customer experience management software allows you to create customized experiences for each customer so they feel valued and important.

You can use customer experience management software to:

  • Create personalized greeting messages based on who the customer is and what they’ve done in the past with your company.

  • Automatically send out targeted notes from the company whenever something interesting happens with that customer (such as a purchase or referral).

  • Automatically personalize emails based on what topics the customer has been researching recently.

5. Analytics tools for actionable insights

Analytics tools provide business owners with actionable insights to help them make better decisions about their company, products, and services.

The data collected by analytics tools generate reports that help businesses make informed decisions about their operations. It allows businesses to see how consumers interact with their products or services, giving them insight into what’s working and what isn’t. They can then use this information to change their marketing strategy or product development process.

For example, say you run an online clothing store and want to know how many people visit your website each day and what they buy from you on average. You can track statistics such as the number of visits to your site, what pages are most popular, where visitors come from (e.g., social media), and which devices they use most often by using analytics tools such as Google Analytics or Adobe Analytics.

This information can help you identify trends in your customers’ behavior based on certain demographic categories, providing a better understanding of how to reach them with your marketing efforts.

6. Digital document signatures

 

Digital document signatures are a great way for SMBs to enhance their customer experience.

A digital signature is a way to sign documents electronically. It’s a piece of code that allows you to verify the identity of the person who signed it and also ensures that the document hasn’t been altered.

Digital signatures are applicable in business transactions, but they can be useful for any document. They can also be used for legal documents or contracts—they need to be legally binding in your state.

You don’t need to worry about losing your original copy or having it destroyed by accident when you use a digital signature. You can store copies of your documents online to access them from anywhere at any time. It’s also easier to share documents with other people because they don’t have to print out anything before signing their names on paper.

They just need their devices with an Internet connection (and maybe some software installed), which is much more convenient than carrying physical versions of everything all day long!

7. With more in-store technologies, customers are increasingly purchasing online

 

In the age of e-commerce, brick-and-mortar stores are under pressure to offer a better customer experience than their competitors. Many businesses are turning to technology solutions to enhance the customer experience. These tools can help you provide your customers with an easy way to find what they’re looking for and pay for their purchases with ease.

One example of a customer experience technology solution is an in-store kiosk that allows customers to browse and purchase products from the comfort of the store. This technology can be especially useful if you’re running a retail business that sells clothing or electronics—products that customers may want to see before they buy.

Another example is an app that allows customers to place orders on their phones and pick them up at their convenience. This service is perfect for restaurants or other food establishments where people often want takeout or delivery options but don’t have time to wait in line at the counter or make phone calls themselves during their busy day.

8. Companies are using technology for customer satisfaction surveys more often

 

Technology has changed how businesses operate, and customer satisfaction surveys are one of the most important ways companies can use technology to enhance the customer experience.

Customer satisfaction surveys have been around since before the internet, but they are now more accessible and easier to conduct than ever before. Companies can conduct surveys online, via phone or text message, or through in-person interviews. The results of these surveys provide valuable information about how customers feel about your business and what you can do to improve your products or services.

SMBs use technology for customer satisfaction surveys more often because it allows them to reach more people at a lower cost than traditional methods of surveying their customers. The best examples of customer surveys are Google forms, Mailchimp, and SurveyMonkey.

9. CRM software and education

 

Customer relationship management (CRM) software is a powerful tool for small business owners to manage their customers and interactions. But the real benefit comes when the business owner takes the time to learn how to use it effectively and then implements it with a keen understanding of how it can be used best.

CRM software is so important because it helps you track your customers’ interactions with your business—from when they first contact you until they become loyal repeat customers or even until they leave for another company. You can use this information to tailor your marketing messages in ways that will resonate with them more strongly than ever before.

If you’ve never used CRM software before, now would be a great time to consider investing in one or more solutions like Salesforce or Zoho Zendesk. These programs are compelling and allow you to track every customer interaction within your organization. They also let you analyze data from multiple sources at once to get a better picture of how each customer interacts with your brand over time.

It’s also important to invest in education for your employees. Your staff members should know how to use the CRM software effectively so that they can help you improve your customer relationships in the future!

Win The digital Game

11. Website/app

 

A website is the most basic way for a business to connect with customers. It’s where you can showcase your products and services, create a positive brand identity, and establish trust with customers.

A website or app can also be used to gather information from customers so that you can better serve them. For example, if you want to offer products or services based on customer needs, ask your customers what they need on your site or in an app. Or if you’re going to learn what makes them happy about working with your company (or unhappy), ask for feedback via email or directly on the site/app itself.

Businesses that have an online presence will see the benefits of the following technology solutions:

  • A shopping cart that allows customers to purchase products in a single click. A good e-commerce platform will also allow you to set up a personalized shopping experience for each customer based on their preferences (e.g., location, previous purchases).

  • We’ll give your site a design that’s friendly to mobile devices. Customers expect your business to be available 24 hours a day—no matter where they are.

12. Social marketing and analytics tools

 

Social media has become an integral part of the customer experience. Businesses must be on social media to interact with their customers and create a positive experience for them. Not only does it help businesses reach out to new customers, but it also helps them maintain relationships with existing ones. Social media marketing is important for small-medium businesses because it helps them grow their brand awareness and increase sales.

Social media marketing helps businesses build relationships with clients, which can lead to more sales. For example, a business might use social media marketing to run contests or giveaways that incentivize customers to shop in-store or online. It also allows businesses to create content that will resonate with their target audience.

There are many social marketing tools available that can help businesses build their brand and increase sales by using Facebook, Twitter, Instagram, Pinterest, etc. Some of these tools include:

1. Buffer

2. Hootsuite

13. Automated cross selling & upselling tools

 

A tool that helps you recommend products or services based on what your customers have already purchased is called an automated cross-selling and upselling tool. These tools can track the products or services customers are already buying and make recommendations for other products or services that might interest them.

For example, if a customer buys a new smartphone case, the tool will suggest other accessories that might interest them. It can also recommend new accessories based on current weather conditions or other factors.

You can use this tool to increase sales and reduce customer churn.

These tools can be used in a number of different ways, such as:

  • Helping a customer who has just purchased a new washing machine discover additional products that they may need to go with it (for example, laundry detergent).

  • Recommending other types of insurance if the customer is buying life insurance.

  • Suggesting home security systems after they’ve purchased a home security system.

14. Deliver a seamless omnichannel experience

 

A seamless omnichannel experience is one of the most important ways SMBs can enhance customer experience.

To understand why this is so important, let’s look at how people expect to interact with businesses—regardless of the industry. They want to be able to reach out via phone, email, or social media and get a response within an hour; they want to be able to order from their phone and have the product shipped to them immediately; they want to use apps on their phones to pay for things in-store; and they want to talk to someone in person and have their concerns addressed quickly.

This is what we call “omnichannel”: multiple channels combined into a cohesive customer experience. It’s about accessing all of your communication channels from one place (like a website) and finding the information you need across all of those channels without having to go through different websites or apps.

15. Workflow boosters

 

For SMBs, customer experience is the cornerstone of their success. But it’s not just about having a great product or service—it’s about ensuring customers get what they need when they need it. That’s why workflow boosters are so important.

Workflow boosters are tools that make your business more efficient and effective by automating processes and streamlining operations. They can help you automate tasks like scheduling appointments and paying bills, which helps create a more seamless experience for your customers.

They can also help streamline internal processes like organizing employee schedules and managing inventory. This will help you maintain an efficient operation while keeping costs down and increasing productivity, allowing you to reinvest those savings into your company to improve customer service even further!

An automated email response system is an example of a workflow booster that can help you streamline your customer service. Using this tool means that instead of manually answering one or two emails per day from customers who want help with something specific (like changing their address), you can set up an automated response that provides them with instructions on how to do what, when to do without having them wait for a response from a human being.

This reduces the time your team spends answering these types of emails every day and frees up their time so they can focus on helping customers solve larger problems or issues that require more attention than simply changing an address or password.

Using workflow boosters, SMBs can increase their productivity while enhancing the customer experience

16. Enterprise Resource Planning (ERP) software

 

Enterprise resource planning (ERP) software helps companies manage their operations and keep track of their inventory, employees, sales, and finances. It’s a vital tool for SMBs because it allows them to automate many tasks that would otherwise be time-consuming and require human input.

For example, an ERP system can automatically alert you when your inventory is low on a particular item or product line. It can help you identify the most popular products based on sales data and ensure they’re always in stock. And it can help you track customers’ interactions with your company. Hence, you know what kind of service they received and how likely they will return in the future.

Large companies with complex processes most commonly used ERP systems. Still, small-to-medium-sized businesses can also benefit from using ERP systems.

Here are some ways SMBs can use ERP software to enhance customer experience:

  • Employees can view their schedules and take notes during meetings with customers, which makes it easy for everyone to stay on the same page.

  • Managers can see how much time employees spend on each task, so they can schedule people properly.

  • Employees can access information about all products or services offered by a company from one place instead of repeatedly searching through multiple applications or documents for the same information.

17. Point of Sale (POS) software

 

POS software is a must for any business that relies on customer service. For example, if you’re selling goods, POS software will help you keep track of inventory, set up sales goals, and more.

It also makes it easier to manage your employees’ schedules and shifts. And suppose there are multiple locations in your company. In that case, POS software can help you track which locations have what products in stock at any time.

When you use Point of Sale software, you have access to many features that can help your business run more efficiently. For example, when you use POS software, you can:

  • Run inventory reports showing how much stock is in your store at any time.

  • Create invoices for customers, so they know what they owe you.

  • Receive notifications when bills are due or when products become out of stock so you can restock them quickly.

  • Send receipts to customers who pay by credit card or check, so they know exactly how much money was spent on their purchase.

18. Help desk and ticketing system software

Help desk and ticketing software can be used to create a simple, streamlined customer experience.

The ability to resolve a customer’s issue quickly and easily is crucial to the success of a business. Without it, customers will have little reason to return to your store or continue using your product or service.

That’s why help desk and ticketing software offer an excellent way for small businesses to create a positive experience for their customers.

With these solutions, you can track issues as they arise and resolve them in a timely manner while also providing valuable information back to your customers so they know what’s going on with their requests.

The result is that employees can spend less time handling issues on the phone or emailing back-and-forth with customers about problems. And if there are any delays in resolving an issue, employees will know immediately so they can communicate with clients about what’s happening next—or when they’ll receive a solution from the company

19. Improved resource and supply chain management

 

When running a small business, it’s easy to feel like you’re a one-person show. But when it comes to supply chain management, you don’t have to be an expert to ensure your business is getting what it needs at the right time—you just have to get organized. That’s where technology solutions come in!

Technology solutions can help you improve your resource and supply chain management by:

  • Making sure you have all of the information about inventory levels, orders, deliveries, and more in one place.

  • Aggregating data from different sources so that it’s easier for you to track what’s happening across multiple channels.

  • Generating alerts when things go wrong or change unexpectedly.

20. Better employee engagement and culture (improved collaboration)

 

Employee engagement is a critical aspect of any SMB’s success. When employees are engaged, they feel valued, have a sense of purpose, and are committed to their work. They also tend to be more productive and loyal to their employers.

However, many SMBs struggle with ensuring that all employees are engaged and happy with the company’s direction. That’s where technology solutions come into play. Using a tool like Slack or Trello can make it easier for your employees to communicate with one another about work-related topics. This will improve collaboration within your organization and help create an environment where everyone feels like they’re impacting the business.

21. Workflow automation

 

Workflow automation is a technology solution that helps businesses automate their customer service processes. This allows them to save time and money by reducing the amount of manual labor that they need to perform.

For example, if you’re an SMB with a web-based business, you can use workflow automation to automate your customer service process so that it is more efficient and effective. The software will pre-arrange customer requests, route them through various departments, and assign them to specific employees within your organization.

You can also use workflow automation to streamline your internal operations when it comes to things like data entry or inventory updates.

Use Cases:

 

1. Dominos

 

Domino’s Pizza faced two challenges: a drop in demand and a decrease in popularity. To overcome these challenges, Domino’s Pizza turned to technology and business to give extra value to their customers. This additional value made them stand out from the competition and immediately attracted client attention.

Domino’s Anyware lets customers place orders through different channels, including Smart TV, Facebook Messenger, Alexa, and Twitter. This makes it very convenient for people to order Pizza no matter where they are. Chatbots help with order processing and customer feedback analysis is done for further improvements.

Domino’s offers the Carside Delivery option, which allows customers to order their Pizza from the side of the car. The business has seen great results due to its multi-experience client service and robust connection with its audience.

2. Michelin

 

Michelin wants to stay competitive in the age of smart manufacturing and production, so it decided to build an effective digital growth strategy with three focus areas. The first focus area is streamlining and speeding up business operations. The second is offering a personalized experience to their B2B clients and end users. Third is using technology to build new business strategies and models.

Micheline has built an R&D department that constantly tests AI capacities to streamline manufacturing and improve client experience. They use AI-powered data circulation across different areas of the business to accelerate decisions and build a collective business intelligence all departments can rely on. Moreover, they use collaborative robots that automate routine jobs, save time, and alleviate the workload. Using the right technology, Michelin can now test new service models, create digital twins, and anticipate cost-prohibitive issues. This reduces the risks and leads to more precise decision-making.

3. Walmart

 

The goal of Walmart was to innovate, combat competition, and digitize the shopping experience. Business technology challenges had two sides. Walmart wanted to improve its customer service. The team also needed to overhaul its internal processes regarding management, administration, and other matters.

In 2018, Walmart made more than $11 billion in technology upgrades. The company partnered with Microsoft and Google to create voice-activated commerce and cloud computing solutions.

Walmart switched to omnichannel retailing to meet the needs of a changing market. The company modernized its supply chain and management of inventory, which allowed it to reduce costs and service prices. It also used AI-powered data analytics in its supply chain solutions to better understand customer needs. In doing so, Walmart can alter its marketing efforts and make data-driven judgments by understanding client needs.

Walmart integrated artificial intelligence for business, which enhanced the company’s capacity to trace items throughout the supply chain. The company also used blockchain technology, a digital ledger of transactions that offers greater security, transparency, and efficiency than the traditional way of recording data.

Walmart transformed into a digital powerhouse by digitizing its customer relationship management, marketing and sales, supply chain management, and other areas. It could then cut costs and become more efficient by reducing time to market, diversifying client experiences, and enabling quicker inventory processing.

4. Nike

 

In 2017, Nike abandoned wholesale and sold directly to customers online. The company’s leadership team was concerned about losing a significant amount of revenue. The move was risky, but Nike needed to find a way to reach its target market in a new way. To do this, Nike developed digital platforms to help customers connect with the brand in innovative ways.

Nike expanded its services and created applications integrated into the company’s online community. This gave users access to a variety of training programs. The apps promoted a healthy lifestyle, just like Apple promotes its products as fashionable and fun to use. Customers now saw Nike as a brand that sold athletic apparel and footwear instead of just a store.

Nike’s online sales have increased from 43% to 50% in the last couple of years. The business used technology to create a better relationship with its audience and improve customer satisfaction, which increased sales.

5. Tesla

 

Tesla is a revolutionary car company. They’re the first to use cutting-edge technologies and make cars smarter than ever. Now, you can receive software upgrades wirelessly. No more waiting around for an update! It’s automatic—you just have to start the installation after downloading a software update over Wi-Fi.

Customers can purchase a Tesla car online, just as they would order a Domino’s Pizza. Sales are conducted so straightforwardly that it simplifies the car-buying process. You can even have a test drive at your local dealership. The automaker plans to incorporate augmented reality technology into the production process to ensure that producers have quick access to data across the factory. Tesla’s infotainment system offers several well-known apps, including video websites and streaming services like YouTube, Netflix, and Hulu. Arcade mode allows drivers to use steering wheel buttons to navigate games while parked. While driving the car is not advisable, an exhilarating multi-dimensional experience awaits you when you park your Tesla.

Tesla Motors transformed itself from being a car manufacturer to an influential brand with a clear objective. Tesla immediately impacts its audience and takes less time than most companies to introduce products to the market. Tesla changed how people saw how cars functioned. A car has evolved from a simple mode of transportation to a place where you can experience comfort and entertainment.

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Sonika January 12, 2022
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