Small businesses make up 97.5 per cent of all businesses in Australia. While many businesses are consolidating their customer support options, consumers have higher expectations than ever before for customer support. With more than 59 per cent of consumers saying they would switch to a competitor after only one or two negative support experiences.
Small businesses can overcome cost-cutting challenges and elevate their customer experience by leveraging technology.
Here are some tips on how the right solutions can help small businesses provide exceptional customer experiences.
Implement AI chatbots
Small businesses can deploy AI-powered chatbots on their websites or social media platforms to handle routine customer inquiries efficiently. These chatbots can provide quick and accurate responses to frequently asked questions, freeing up employees to focus on more complex and personalised customer interactions. This enhances overall customer satisfaction and allows small businesses to provide 24/7 support without straining their resources.
Embrace omnichannel communication
Customers today expect to interact with businesses through their preferred communication method. Utilise technology to create a seamless experience across multiple channels, such as email, live chat, social media, and phone. By integrating all these channels into a unified platform, small businesses can provide consistent support and reduce customer frustration. For instance, implementing an omnichannel contact centre solution enables agents to manage customer inquiries efficiently across various channels, leading to improved customer satisfaction.
Offer self-service options
Implement self-service portals or knowledge bases on your website to empower customers to find answers to common questions independently. By providing a repository of helpful information, small businesses can reduce the need for customers to contact support for basic inquiries, leading to faster resolution times and improved customer satisfaction.
Enhance your voice communications
Voice communications remain crucial, with VoIP solutions leading the charge. The right VoIP phone provider can streamline your communications, reducing the need for multiple devices and applications. A high-quality VoIP service should offer consistent communication across various devices – desktop, mobile, and tablet – without compromising your personal number. It should also integrate seamlessly with video solutions, allowing for a swift transition between mediums.
Caring For You, a nursing care provider, shared that using digital technologies has been essential in expanding their services and enhancing communication with clients and members. After adopting omnichannel content centre software, they can now make 33,000 calls per week, a significant increase compared to their usual 2,000 calls.
By prioritising customer needs, striking the right balance between virtual experiences and human support, and leveraging the right technology, small enterprises can deliver flexible, personalised experiences that keep customers coming back for more.
