Information in this Post
- How To Improve Customer Service with Technology – Software Buddy
- Getting Back To Basics on How to Improve Customer Service
- Set Up Different Communication Platforms
- Enhance Your Communication
- Understand The Importance Of Data
- Benefit From Better Organisation
- Fast Payment, Varied Options
- Keeping Clients Informed
How To Improve Customer Service with Technology – Software Buddy
The challenges we have as business owners on cracking the ‘How to improve customer service’ coupled with the old saying of ‘ ‘The customer is always right’.
Well, for those working in trades businesses, it’s doubly so.
With word-of-mouth referrals and recommendations still an essential way of bringing in new business, it’s vital for plumbers, electricians, roofers, landscapers, plasterers and decorators to ensure their clients are completely satisfied.
If a client isn’t happy with the service you provided, they’re not likely to invite their friends and family to use your services.
Your reputation management then becomes much easier, with happy clients spreading the word for you.
Of course, happy clients are also more likely to provide repeat business too, which makes it even more important to get your customer service absolutely spot-on.
Getting Back To Basics on How to Improve Customer Service
Improving customer service in your trades business should be your top priority if you’re hoping to grow.
Good customer service means facilitating total convenience for your customers – and in this day and age, technology can be a huge help in making things seamless and easy for clients.
Looking to keep your own customer service fresh, accommodating and up-to-date for your clients? Here’s how you can use technology to get top marks on every job.
Set Up Different Communication Platforms
One key way you can make things easier for your clients (and your workforce too) is to offer as many different ways of communicating as possible.
Clients will then choose the option that works best for them and their lifestyle.
For the older generation, this might mean
- Talking on the phone
- Arranging a meeting
- Communicating through email
For the younger, more tech-savvy clients, they might wish to
- Send an SMS
- Make a Video Call
- Engage in a live chat
- Engage in a Messenger bot feature.
By leveraging technology to offer as many different communication methods as possible, you’re making life easier for your clients from their very first interaction with your trades business.
Enhance Your Communication
Of course, with all those different communication methods to choose from, it’s important to keep track of everything that’s been said between yourself and a client.
The last thing you want is for a customer to reach out to your business by phone after texting an employee about a quote, only to have to explain everything again to another employee because the interactions weren’t logged.
Technology allows you to log every communication that any member of your team has with a client, so nothing slips under the radar.
Syncing up with the cloud means that client records are updated in real-time, so every staff member will be up to speed on the latest interactions.
This enhanced level of communication will certainly please your clients and increase your chances of getting a referral.
Understand The Importance Of Data
Business technology creates and stores a lot of data every single day.
Trades businesses are now starting to figure out how they can use that data to enhance their offerings for customers.
Data can help you to:
- Better understand the customer journey. Not only will this help with your marketing, but it will also help you refine the experiences that clients have with your company. You can check out their behaviour on your site, see what your customers are looking at before and after they visit your site and a multitude of other important trends.
- Improve your internal processes. Analysing the data you collect can help you audit your workflows and check that they’re delivering great customer experience.
- Understand your target audience. Using data to build a clearer picture of your target audience means you’re better able to cater to them and their needs.
Your trades business is likely generating massive amounts of data weekly.
Don’t let it all go to waste – figure out how you can interpret and learn from that data to gain a competitive edge.
Benefit From Better Organisation
Think about how stressful it is when you’re hunting for an invoice or an order form in a sea of documents at your office or on a client’s premises, and you just can’t lay your hand on the information you need.
Customers go through that, too!
Not everyone has a perfect filing system at home.
Documents can get lost or damaged in a multitude of ways.
Technology means your customers don’t have to worry about paper documents or rifling through their files to find receipts and order forms.
It’s all stored digitally, so their interactions with you can be seamless, whether they’re signing an initial contract for a job, or looking over the final invoice.
Fast Payment, Varied Options
Mobile technology allows your business to collect payments in a multitude of ways, so your client can choose the one that’s most convenient for them.
Many clients now live cashless lives – and when they’re paying the final invoice for a large project, they want the fastest and more secure way to transfer the money from A to B. Use technology to give them that option!
Getting on board with the latest payment technology not only makes things simpler for your business, but it also speeds things up for clients – and that’s another mark in the ‘great customer service’ column.
Keeping Clients Informed
Think back to the old days, where you’d hire a tradesman, they’d show up at your site or home and you just had to cross your fingers and hope the final result was what you expected.
Times have changed, and clients can remain informed every step of the way.
Job management technology these days allows you to keep clients up-to-date with everything that’s going on in their project.
You can upload photos and videos of the site and invite clients to view them, you can show clients exactly what tools and resources you’ve ordered to complete the task.
You can offer them total transparency, which is what many clients desire of a contractor.
Want to learn more about how technology can enhance your trades business’ customer service? Download our report: ‘How To Grow Your Trades Business With Less Hassle and BIGGER Profits’.
You’ll also gain access to a number of FREE video training sessions that will help you and your entire team work smarter, not harder. Get your copy today!