Customer experience, also known as CX, refers to customers’ impression of a business that they acquire at each touchpoint in their journey ─ either on or off premise ─ throughout their interactions with that business. Customer experience directly affects customer satisfaction and the brand’s reputation. Hence, failing to deliver an excellent customer experience means risking the viability of one’s business. That is exactly why delivering an outstanding customer experience is a must.
An excellent customer experience is a competitive advantage for a business. Admittedly, it is not always easy to provide a high-standard customer experience. Luckily, some approaches businesses can put into effect to improve and transform the customer experience.
What Your Business Should Do to Enhance Customer Experience
To improve customer experience, there are 3 steps to do:
1. Embracing Automation
Automation refers to the use of machines to perform tasks formerly done by humans. Automation brings plenty of benefits for businesses that embrace it. Firstly, automation reduces costs for businesses, such as reducing employee turnover. Furthermore, automation eliminates human errors and streamlines business operations. Because errors interrupt service, eliminating them means saving time for both customers and businesses, which will lead to improved business performance. In addition, automation also frees up employees’ time so they can focus on providing excellent customer service instead of worrying about petty administrative tasks. Therefore, by embracing automation, businesses can reap numerous benefits in terms of efficiency, profitability, and customer experience.
2. Replacing Outdated Systems
It is a fact that businesses cannot embrace automation using outdated systems. So, what businesses should do is replace outdated systems with ones that use the latest technology. Nowadays, most customers value prompt and efficient service delivery with little or no waiting. Modern systems such as queue management systems that provide virtual queueing can streamline the queueing processes and the overall customer flow. Therefore, using systems with the latest technology is a great way to boost customer experience. Systems with the latest technology are also able to easily pinpoint areas of improvement, which businesses can use to improve their overall operations.
3. Promoting Transparency
In today’s world, customers expect businesses to communicate clearly with them about services and policies. In other words, promoting transparency is crucial in improving customer experience. Promoting transparency means building trust between businesses and their customers. Businesses can start by informing customers about transparent waiting time and serving time. For example, businesses can display waiting time and serving time on signage at the business premises, or display it on the business’s app or website (which can be accessed by customers on their own mobile devices) for businesses that utilise virtual queueing. The transparency about those things enables customers to do something else while waiting without having to worry about missing their turns, and they will feel like their time is appreciated. Therefore, promoting transparency will lead to a better customer experience.
Delivering an Excellent Customer Experience with SMARTQUEUE®
SMARTQUEUE® is an Omni-channel queue management system from Business Smart Solutions (BSS) that is designed and developed with cutting-edge technology to streamline customer flow and boost customer experience.
To help your business improve customer experience, SMARTQUEUE® comes with multiple beneficial modules, including:
– Various options for customers’ check-in (ticketing kiosk, virtual queueing, and mobile concierge) to automate and streamline the queueing process.
– A reporting tool that produces quality data (such as waiting and serving time, customer volume, service quality, and staff performance) and is able to pinpoint areas of improvement.
– Multimedia Display to help your business promote transparency by displaying waiting time and serving time, and keep your customers well-informed.
– Virtual Caller, a web-based customer-calling module that enables staff to call, recall, and transfer customers in order to streamline customer flow.
There are still plenty of advantageous modules that SMARTQUEUE® supports. Find out all about this customer flow solution here or reach us at info@bss.com.au.
