Customer experience can help determine an SME’s chances of success. However, many factors can negatively influence this experience, such as inefficient customer support or a lack of online presence. Concerningly, in an Emplifi survey on customer expectations, 86 % of UK consumers reported they would leave a business after just two to three poor customer experiences. For that reason, British SMEs have leveraged digital tools such as communication platforms to address their consumers’ concerns and seek feedback on how they can improve their overall services.
At present, there are many digital tools available for use to enhance customer experience. Here are four that are worth looking into:
Customer survey software
It can be hard to deliver better customer experiences if you don’t know which aspect of your service to enhance. Fortunately, you can identify potential areas of improvement through online surveys or forms. As shared by a 2022 ReportLinker survey, numerous British SMEs have adopted survey software to collect customer feedback and apply them to their operations.
This kind of software allows you to create any survey to measure and improve customer experiences across different touchpoints, including an Employee Feedback Survey or a Customer Satisfaction Survey. That said, choose survey software that comes with advanced features like real-time alerts or the capability to assign feedback as tasks to your employees.
Payment solutions
Improving customer experiences means accommodating your consumers’ spending behaviours. According to findings from a 2021 Visa report, 65 % of Brits said they prefer to use digital and contactless payments to make purchases.
To meet this reality, you must provide your clients with a wider range of payment options. Upgraded payment solutions for small businesses must be capable of accepting all major credit cards, as well as PayPal. By complying with the Payment Card Industry Data Security Standard (PCI-DSS), these solutions also offer more secure transactions for your customers. With all that considered, make sure you evaluate between pricing plans and opt for one that most suits your business needs.
Customer service chatbots
With a limited workforce, it can be difficult to address each client issue efficiently. This is why British SMEs have increasingly utilised AI adoptions to improve customer experiences.
AI-based chatbots, specifically, are built to offer round-the-clock customer support. They likewise enable you to automate responses to concerns and inquiries, giving you time to focus on more important pressing tasks. One caveat that a 2022 Business Leader feature on chatbots points out is that UK businesses should remember to meet different consumer demands, like leveraging Instagram or Facebook if customers want to connect through social media platforms.
Social media
Jumping off the previous point, social media platforms are integral in enhancing the customer experience—especially as many Brits crowd these online sites. For example, in 2021, TikTok had over three million active users in the UK. Such platforms can foster better communication between SMEs and consumers, especially with features like direct messaging and targeted advertising. Now, there are various platforms out there; you only need to choose one that best suits your target demographic.
To start, consider which age group your products are for. If it falls between the ages of 25 and 34, then Instagram—where you can share Stories and Reels about your offerings and connect with consumers—is a great pick. Skew a little younger, and TikTok may be the best option. Whichever platform you decide on, you’re encouraged to review your social media strategy regularly. This helps you incorporate updated features like Instagram Shopping to provide convenient and comprehensive customer experiences.
Digital tools have the ability to elevate how SMEs operate and connect with consumers. Hopefully, the ones listed above can help you foster better customer experiences.
For more insights on how to develop better business strategies, read through our latest posts at Clover Business.
