Did you know that 75% of customers expect businesses, large and small, to use new technology to enhance their customer experience? It may seem daunting for some businesses to think that their use of technology is being compared to massive companies like Amazon.com and Verizon. However, small and local businesses have the advantage of adding a personal touch that the big guys really can’t compete with.
Knowing that your business should be using new technology in order to enhance customer experience is important for business growth. When the vast majority of consumers are demanding something, businesses have no choice but to keep up.
What new technologies should businesses be using to enhance customer experience?
Webchat and ChatBots
Consumers today expect immediate responses to all of their customer service requests. Allowing your customers the option to live chat through your website allows them to get answers to most of their questions at lightning speed. Not all businesses are able to have someone accessible 24-hours a day to respond to customer inquiries, but that doesn’t mean that you have to miss out on those valuable conversations. Implementing webchat tools on your website makes life easier for both business owners and their customers.
Personalized, Targeted Engagements
Customer engagement is the only way to build strong, lasting relationships with your business’ most loyal customers. Automating the process of engaging with customers makes these engagements personalized and targeted. Personalization makes consumers feel heard and builds trust between them and businesses. Targeting the engagements that are sent out to your customers based on their needs provides a level of service that consumers have grown to expect from businesses.
Automated Review Generating
Who doesn’t love to hear good things about themselves? Positive feedback is invaluable to business success. Automating your process for generating reviews saves time and effort on your part, while also building up a strong online presence for your business. Most happy customers are more than willing to take a minute to leave businesses a review online, but they often forget. An effective review generating process nudges your customers to leave you positive feeedback, allowing you to focus your energy on other aspects of your business.
Keeping up with customer wants and needs isn’t as scary as it seems with FreshLime. Schedule a free demo to find out how FreshLime’s Customer Connection Platform will build your business by keeping it ahead of the game with experience-enhancing technologies.
For more insights on marketing strategy that actually works for small business, connect with Jay Bean, Founder of FreshLime and Small Business Marketing Expert on LinkedIn and Twitter. If any of these tips have helped you or if you have anything to add, please comment below. We’d love to hear from you!