When you’re a small business competing alongside larger, more recognisable brands it can be challenging to stand out among all the marketplace noise. Fortunately, there are ways you can gain a competitive edge. One of these ways is by enhancing your customers’ experience.
Customer experience refers to how positive a customer’s interactions are with your business, your employees and your products or services. As a small business, you want to be remembered for all the right reasons, so when you focus your efforts on boosting the customer experience, it can help you get noticed, build a loyal customer base, and can even lead to long-term success and growth.
How can you improve your customers’ experience?
There are a number of ways that small businesses can improve their customer experience including through increased personalisation. One way is by tailoring your products and services to the needs and preferences of individual customers, small businesses can create a more personalised and satisfying customer experience.
Speed and efficiency are another aspect you can leverage. By streamlining processes and using technology to improve efficiency, small businesses can reduce wait times and resolve customer issues more quickly. Finally, by looking at ways you can provide clearer, timelier, and more responsive communications with customers helps to build trust and establish strong relationships.
[H2] What are some of the common challenges with customer communications?
Unified Communications (UC) refer to the integration of various communication methods and technologies, such as voice, video, messaging, and collaboration tools, into a single platform. Taking a more unified approach can help to avoid some of the common challenges associated with customer communications. Let’s explore these challenges below:
Limited accessibility
When customers can only reach out to a company through a single channel, such as a phone call or email, it’s possible this may not be the most convenient or preferred method for the customer. This can make it more difficult for customers to get the help they need and can lead to frustration.
Longer response times
Without a unified platform for managing communications, it may take longer for a company to respond to customer inquiries, as the company may have to rely on manual processes to gather and disseminate information.
Reduced collaboration
It may be more difficult for a company to collaborate with its customers in real time. This can hinder the company’s ability to resolve customer issues or answer questions effectively.
[H2] How can Unified Communications help you leverage a competitive edge?
By combining these different channels into a single system, UC can improve the customer experience in a number of ways:
1. Enhanced accessibility:
With UC, customers can reach out to a company using the method that is most convenient for them, whether it be through a phone call, an online chat, or a video conference. This can make it easier for customers to get the help they need and can reduce the time it takes for a company to respond to customer enquiries.
2. Improved efficiency:
UC can also help companies respond to customer inquiries more quickly and efficiently. For example, if a customer leaves a message on a company’s voicemail system, the message can be automatically transcribed and sent to the appropriate team or individual, who can then respond in a timely manner.
3. Better collaboration:
UC can also help companies collaborate more effectively with their customers. For example, if a customer needs assistance with a product or service, UC tools like screen sharing and document collaboration can allow the customer and the company to work together in real time to resolve the issue.
4. Increased productivity:
By providing employees with the tools they need to communicate and collaborate more effectively; UC can help businesses increase productivity and reduce the time it takes to complete tasks. This can give businesses a competitive edge by helping them get more done in less time.
How to choose the right Unified Communications platform to support the customer experience
When choosing a Unified Communications (UC) platform to support the customer experience, there are a few key things to consider:
- Integration with other systems: Look for a UC platform that can easily integrate with other systems that your business uses, such as customer relationship management (CRM) or enterprise resource planning (ERP) systems. This will help ensure that customer information is accurately and consistently captured and shared across the organisation.
- Multiple communication channels: Look for a UC platform that supports multiple communication channels, such as voice, video, messaging, and collaboration tools. This will allow customers to reach out to your business using the method that is most convenient for them, which can help improve the customer experience.
- Ease of use: A user-friendly platform will make it easier for your employees to communicate and collaborate effectively, and it will also make it easier for your customers to interact with your business.
- Scalability: Consider the size and growth potential of your business. Look for a platform that can scale with your business as it grows and can help accommodate an increasing number of users.
By considering these factors, you can choose a UC platform that supports the customer experience and meets the needs of your business
How TBTC Sydney North can help
A positive customer experience is generally the result of solid internal processes and a sound IT infrastructure. Here at TBTC Sydney North, we deliver Unified Communications solutions that are designed to help support the customer experience and also suit the way you do business. Talk to us today to get your business better collaborating.
