How can technology improve customer experience and satisfaction?

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Like it or not technology is here to stay. Ranging from smartphones, tablets and personal computers, all the way up to social media and business networking sites like LinkedIn – It has a profound effect on almost every part of our lives as consumers. It’s safe to say that tech is a big deal.

Businesses make huge efforts to utilise technology in order to gain a competitive edge, be innovative and to increase revenue: Walmart alone spent over $10.5 billion on technology last year! So how can technology help your business be more customer-centric?

Before we go any further this is probably a good juncture for us to think about what these terms azerbaijan phone number library actually mean. Customer experience (CX) is the sum of all the interactions a customer and a company share throughout their working relationship. Customer Satisfaction is the measurement of how satisfied/happy your customer is with the service or goods they have received.

Customer experience and customer satisfaction are often considered one-and-the-same but this isn’t technically the case. Your customer experience is just part of what makes a customer satisfied or dissatisfied. If you implement a solid customer experience strategy, then customer satisfaction should theoretically take care of itself.

The impact of technology on customer expectations
When a customer pays for your services, then they will understandably expect it to be seamless and efficient. One of the by-products of constant technical innovation is that customers have very high expectations and will ask a lot of you:

Are you reachable via multiple devices simultaneously?
Will you respond to my requests in real-time?
Is your website updated frequently?
Will you keep us informed about all of your new services and products?
Will you listen to our feedback and actually improve your services accordingly?
Luckily technology enables businesses to meet these modern-day demands in a number of different ways...

Be readily available
Dolly Parton’s “9 to 5” was unquestionably a great song, but you have to be available at any time to please the modern-day customer. If your company still operates within these confines, then you need to address this immediately – the ‘always on’ consumer will go elsewhere otherwise.

We’re not suggesting that you hire workers to tirelessly graft around the clock, instead, we’re talking about using technology to provide you with the capacity to be available anywhere and at any time. This can be achieved through email, SMS, chat boxes and by providing the option for customers to purchase your product/ services online.