Customer Acquisition Blog

Optimizing the Customer Experience

Customers today have access to more information and inside data than ever before. It’s more difficult than ever to get customers to spend money without a state-of-the-art customer relationship management system. Given the ubiquity of information customers expect businesses to automatically know and adjust for customer preferences. Businesses must be on top of their game to ensure repeated product sales and quality of services.

Price is (naturally) one of the most important factors in a purchase and with the amount of information available online, customers are accustomed to easily searching for the best price. Take the perspective of a business regulating prices based on economic conditions and customer demand: customer experience accounts for approximately 70 percent of the economic impact consumers encounter. If the customer experience remains the same while economic conditions and prices fluctuate, then consumers feel less affected by the changes in the economic climate. However, degradation in the customer experience is resounding: it indicates that the economy directly affects individual customers and dis-empowers the customer’s freedom of choice and expression.

One of the most important benefits of CRM is updated customer information. This ensures a smooth sales process for customers. With diligent agents customers can feel secure that any sales or additional sales are charged to the right credit card, delivered to the right shipping addresss and so on. This is also very important for your agents, as they use the same customer information to follow up with the same phone numbers and email addresses.

With Voicent Live’s dashboard, you not only have access to the CRM but to multiple communications tools. Right from the customer’s CRM record you can send a text, an email, or simply call. Different customers at varying levels of engagement will require different kinds and levels of communication. A prospect at the periphery of your sales process might need more direct communication whereas clients who have already purchased might only need an email reminder about the newest products from your company.

Your company should also tie in social media features. The number of people using social media is only increasing. Having a strong social media presence “humanizes” your company and makes prospective customers feel more comfortable with purchasing from you as opposed to a company that comes across as withdrawn.

CRM is also useful when it comes to marketing and ad campaigns. Most people do not appreciate unsolicited ads thrown into their face. However, advertisement based off “opt-in” campaigns or rooted in past purchase history are more effective and less likely to be quickly dismissed as “spam.”

Finally, repeat customers will expect to see consistent and logical pricing or behaviors from your company. A detailed CRM record ensures that any agent knows what has been purchased, at what price, and when. Any variations in price can then be explained or resolved to the customers satisfaction.

The customer experience needs to be seamless, requiring the need for a CRM with tools that communicate with your CRM. The business must use its CRM software to shape the customer experience on a consumer-by-consumer basis. In this way, the business can manage the customer experience to ensure that its products and services meet each consumer’s needs.

This entry was posted in Cloud Auto Dialer, Cloud Contact Center, Cloud CRM. Bookmark the permalink. Follow any comments here with the RSS feed for this post. Both comments and trackbacks are currently closed.