While the phrase “the customer is always right” may seem like a cliché at this point, the importance of keeping your customer happy has never been more relevant. Improving your customer experience, commonly referred to as ‘CX’ can reap fantastic benefits; your clients will be more satisfied with your service, more loyal and more likely to recommend you to others.
Good CX is part of what really separates a good broker from a great broker. With digital transformation at an all time high as a result of recent events, clients expect a friction-free and tailored experience regardless of the sector they’re interacting with. While there are a number of fantastic tools available to overhaul your CX and keep you competitive, they can often come with a hefty price tag. Thankfully, there are also great options for those who wish to keep their budgets lean.
The breadth of what falls under the Customer Experience banner is fairly large, but there are some specific tools that can be of great use to you if used correctly, and at little expense. While the free options often come with limitations, such as a maximum number of users or campaign sends, depending on the scale of your operation they can provide you with everything you need.
Chatbots are a tool for guiding your audience through queries and towards buying decisions without the need for the time of a dedicated individual. They vary in complexity, and the more advanced examples function as fully fledged digital assistants with the ability to personalise their conversation options as they interact with users. They can be extremely useful for automating sales processes.
Free Chatbot tools:
Chatfuel allows you to build a chatbot within Facebook Messenger, for up to 50 users, for free.
Without accurate monitoring and analysis of your customers’ current experience it can be difficult to know how to improve it. Regardless of the level of customer activity that you need to monitor, there is a tool out there fit for purpose. Here are a few that you may find useful.
Free Monitoring tools:
Offering a completely free package including email and social ticketing, self-service and reporting, Freshdesk can help you track and deliver customer service. It also has further uses for paid customers, including API integration and dynamic ticket forms.
Improving customer experience often means saving time, resources and effort wherever possible, and with digital documentation tools you can do just that. Avoiding the need for endless printing and paper usage, making signing and contract processes digital while maintaining security is extremely beneficial.
Docusign provides a suite of applications and integrations that streamline and digitise agreement processes.
The tools mentioned above are extremely useful, but there are things you can do without their help. Understanding the needs of your customers will allow you to work with the tools you already have at your disposal to build solutions that are purpose-fit for them. For example, if you know that your client base is reluctant to adapt to digital communication, then you could choose to focus on overcoming this challenge first. A chatbot may not be of much use to you if your clients don’t want to visit your website in the first place.
The solutions will vary depending on the nature of your clients’ needs, but in this example, producing a digital onboarding guide to ease any anxieties your customer base may have, could in turn allow you to improve their customer experience far beyond that touchpoint.
Traditional customer experience techniques continue to be important, but investing time in automation and digital tools can lighten the load and lead to better results. Keep your clients’ needs front of mind, and you’ll find that customer experience tools can help you solve challenges more efficiently.
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