Now, more than ever, small businesses like yours have to find ways to stand out amongst the crowd and create a valuable customer experience. There are a ton of different options out there for consumers, so how can you gain an edge on the competition and provide a top-notch customer experience? Through technology!
What was once seen as more of a luxury is now the expectation. Consumers have watched technology transform the way they interact with each other, and they now expect the same when interacting with a business.
Today, let’s talk about some ways your small business can leverage technology to improve its customers’ experiences.
Before we begin, let’s clarify a few things. First, for simplicity’s sake, this article will use “customer experience” as a blanket term for all your interactions with your customers/clients, including customer service. Also, we are a managed service provider (MSP), so we’ll have some bias on this subject. We’ll always champion technology as a tool for business growth, but we know that we’re not for everyone.
Remember that the services and solutions mentioned in this article will only be at their best when your business follows IT best practices, which we recommend for everyone.
Reliable and Credible Communication
In any business, communication is key. Your customers expect you to be available, especially in today’s age, where technology has given us so many avenues to connect. Reliable communication systems are essential to providing a professional experience and can lend your business credibility.
Think of how many of your first interactions with customers or clients happen over the phone or on a video call. If those systems are unreliable or difficult to use, that can be a rough first impression.
Your business may have been exactly what a prospect was looking for, but now all they know about you is that you have unreliable communication channels and are hard to reach. That’s not to say this could NEVER happen with good IT infrastructure and properly implemented solutions, but if the issues are popping up regularly, that’s something that should be addressed.
Beyond reliability, credibility is often an overlooked part of communication. You want to appear trustworthy to current and potential customers. One way you can do this is through a custom email domain.
Let’s say someone is emailing two different small businesses to inquire about a product or service. One email is “DanTheMan9000@aol.com,” and the other is “info@BusinessProducts.com.” Which one looks more credible to you?
Protecting Customer Data
When customers provide you with their personal information, payment details, or other sensitive business data, they expect it to be protected. We regularly spend time on our blog and with clients explaining the value and necessity of cybersecurity. The longer your cybersecurity strategy is neglected, the more you and your customers will be at risk.
A cybersecurity incident can compromise data, erode trust and severely damage a reputation. So, how can we avoid these worst-case scenarios?
For starters, good IT best practices are the foundation of any cybersecurity strategy. From there, you can implement two-factor authentication (2FA) to help prevent unwanted logins, invest in a reliable backup solution so your data is reliably available and leverage an email encryption solution so your customers’ data remains protected when sent across the web.
Other behind-the-scenes solutions, like endpoint detection and response (EDR), continuously monitor for and, in some cases, remediate threats, helping to ensure the safety of your business and its customers.
These solutions and practices might not stand out to your customers in your day-to-day operations, but that’s a good thing! If anyone has a question about how you’re protecting their data, you’ll have the right answers to ease their worries. Plus, by proactively protecting your business from threats, you’ll be much better positioned if there is an issue.
IT Accountability
Even with the best technology in place, issues can arise. What matters is who is accountable for your technology and how quickly and effectively they can address those issues. Quickly resolving technology issues will mean more uptime for your business and less headache for your customers.
As an MSP, we believe technology should be leveraged to achieve business goals. It shouldn’t just be “something you have to deal with.” As consumers, we’ve probably all dealt with a technology issue when making a purchase or working with a business. It’s understandable, but that doesn’t make it any less frustrating, and it definitely shouldn’t happen regularly. Make sure your business has someone trustworthy and accountable for your IT.
Stay Ahead of the Competition
Reliable communication and robust cybersecurity, paired with an accountable IT partner who produces excellent results, are just scratching the surface in terms of the tools and services that can enhance your operations, thus making life easier and more enjoyable for your customers.
It’s not just about meeting customers' expectations; it’s about exceeding them. If you can pair the personal touch of a small business with a strong IT strategy, the sky is the limit! Don’t let outdated or unreliable tech hold you back.
