While technology and automation can speed up many processes in the sales journey, care must be taken not to remove the personalized and human feel. An MSP business can help companies optimize their technology to better serve the customer and as a result, the business.
What Matters Most to the Customer
In all your business marketing and sales decisions, it’s vital to remember that in the end, the customer is king. With this in mind, improving the customer’s journey should be a priority for every business.
The challenge with customers is that they are often unpredictable and aren’t always easy to figure the less. Nevertheless, it’s important to study customer behavior and preferences to better meet their needs and cater to them with your products, services, and customer service.
Customers want more than great products or services. Today’s customers are a lot more selective. They want an exceptional experience. They want personalization. They want their expectations to be met and exceeded, and in return, they can become loyal shoppers and powerful brand ambassadors.
Using Technology to Improve Personalization
Online business has made it so much easier to collect customer data. Tools such as location features, big data, AI, and machine learning all make it possible to learn who your customers are and what their preferences are. The internet of things (IoT), which makes use of a wide network of sensors, is also a way to collect invaluable customer data. Automation has had a tremendous impact on streamlining business processes, and in your IT business, you can also automate some of your routine customer service activities. It can seem that there are more technology tools your business can comfortably navigate. Your MSP business can help small and large companies with selecting the best technology tools to enhance the customer experience.
Here are a few specific examples of how using technology tools can enhance or automate some processes:
- Automatic email responses and confirmations
- Personalized marketing emails and coupons
- Chatbots for simply enquiries which redirect to a real person for more complex issues
- Use smartphone local information to be ready to serve your repeat customers
In all these examples, it is important not to ‘over-automate’ the customer journey as this could make it feel robotic, impersonal, and inauthentic. Striking the balance is the key, and your MSP business can offer more information on that.