Tag Archive for: customer experience

Top 3 Ways To Enhance Customer Experience

Customer expectations go beyond the product and service-demanding experiences that relate to the brand in more ways than before. An improved customer journey is at the core of Customer Experience.

With businesses increasingly moving to the cloud, customer experience is a fundamental requirement of every marketing strategy. It takes center stage in the fiercely competitive business world, and is expected to become the number one differential even over price and product. Customers have become very demanding, and loyalty is no longer a simple association with the name of a brand anymore.

Agility and speed are the qualities everyone is looking for, with no customer willing to wait long  for anything, be it information or solving a problem. To meet the renewed mindset of people, companies are going out of their way to deliver quick responses and quick solutions.

Latest business models revolve around acquiring and retaining customers to attract the market share of competitors. These companies are stopping short of nothing to ensure the customer receives the best value for money. The popular strategies include adopting new technologies such as voice assistants, Chatbots, drone deliveries, and more.

Chatbots

Chatbots benefit not just the brand but also customers in more ways than one. Their biggest benefit is saving on valuable time as most chatbots integrate with the company website or mobile apps. No need to spend time browsing for standard answers or FAQ’s as these are generally available with Chatbots.

In case you are in urgent need for specific information, chatbots can become the most reliable source as they usually work 24/7, unlike humans. Responses are simple, easy to understand and clear as these are in text form. Chatbots are masters at repetitive tasks, and tedium doesn’t bore them or reduce their efficiency.

Some surveys suggest that customers welcome the use of Chatbots to satisfy certain tasks that are currently in the human domain. Most felt that these bots could eliminate the problems they encountered when trying to get across customer support in call centers. IVR’s can be time-consuming and annoying, and with Chatbots, this step can be eliminated. A case in point is our very own Chatbot Ruby, from the Commercient Innovation team, who is always ready to help any visitor to our website. Simple and easy!

Other positives of leveraging Chatbots include quick resolution of issues and almost zero waiting time for replies, making the entire customer service process seamless and pleasant. Brands can put the versatile functionality of Chatbots to good use when trying to engage with customers.

Whether it is technical support, accounts or sales information, your Chatbots can be programmed to converse and take on different personalities that may fit in with the brand’s image or service needs.

To learn more about how Chatbots can help your business and enhance customer experience, please read this blog at Edgeware, a partner of Commercient’s, who can help you get started with Chatbots.

Predictive Analytics or Commerce

As the name suggests, predictive commerce is a study of the purchasing behaviors of the customer, with relation to product, place or channel. This allows you to understand your customer better, and involves a whole lot of analysis from next purchase to the next interaction date of the customer, to his or her preferred means of communication.

The process uses targeted advertising to promote products and improve sales. Lately, eCommerce giants have been successfully using predictive analysis for creating bundle offers, and also for cross-selling.

Some online film and media companies utilize such models to target the audience with movies and shows that match their tastes. Predictive analytics also comes with the capability to make the right offers at the right time, such as during major festivals. It’s impressive, and essential to a positive customer experience.

Payment methods have also transformed from complex and fraud-prone to seamless, easy and safe. This peace of mind has renewed the faith of the customer in making online purchases without stress. Commercient offers a secure way to take payments directly in your CRM with Sync2Pay, which you can learn more about here.

Cloud Platforms

In recent times, the Cloud has become the go-to choice in every area including improving communication with customers. We’ll help you understand how Cloud is the most favorable platform in this era of disruptive technologies.

A seamless customer experience across both digital and voice channels are a clear advantage of Cloud-based systems compared to traditional ones. Legacy systems weren’t designed to meet the high standards of customer service of the present day. Traditional call centers still function around telephones and voice communication and have not adapted well to delivering across other channels such as email and chat.

Cloud platforms integrate various technologies that deliver seamlessly across multiple channels such as voice, email, chat, mobile, social media, SMS, video, and outbound. It is highly likely that in the near future, all contact centers will run in the cloud, display efficiency, and offer affordability. The biggest advantage will be a heightened customer experience.

The use of the cloud as the infrastructure to meet the needs of a contact or call center will boost customer loyalty, and therefore your bottom line.

Check out our Cloud-based product Commercient SYNC, the #1 data integration platform for business. Important ERP data such as customer information invoicing, sales history, inventory, a bill to and ship to addresses, etc., can be integrated with the CRM. New sales, accounts, and invoices can be SYNC’d from CRM to ERP. With Commercient SYNC, you can gain efficiency, boost productivity and manage the customer in a positive way.

If you’d like to learn more about how to enhance your company’s customer experience, please contact Commercient today, and our partner, Edgeware, here.

SYNC Demo integrate CRM ERP

How Understanding Customer Experience Can Help Your Business

Customer experience is defined as a business interaction between a customer and an organization. It has become an important aspect of CRM (Customer Relationship Management software), as positive experiences mean happy customers, and happy customers are loyal customers. That should be enough reason for companies to invest in bringing only the best experiences to their clients.

Focusing on customers’ needs, and then delivering on those parameters is what adds value to the experience. One of the most effective ways to achieve a more wholesome and complete customer understanding is through effective data management.

Gathering crucial data at one single location makes it extremely easy for your employees to interact with the customer. Data management and analysis are the best methods to study customer behavior, choices, and buying patterns. Here are some benefits of efficient data management.

Understanding the Customer Better

Data can reveal valuable insights into your customers and their needs. Better organized data can present some surprising trends in behavior. You can clearly understand from past data their entire history, be it previous purchases, budgets, and preferred modes and times of communications.

This information can be utilized to enhance the product and service as well as revise parameters such as price points. You can also easily predict future consumption needs and offer those even before they ask. And the reward is improved business and profitability for your business.

Engagement

It’s not just the product they buy, but the interaction that matters most to a customer. This may be the reason why some very expensive products or services still have many more happy customers, although their product may be similar to cheaper versions on the market.

In this instance, the business that wins is the one that uses data available to add value, communicate better, and thereby ensuring a terrific customer experience.

In a streamlined process, you can automate marketing and sales campaigns and keep the customers updated with services that stroke their interests. CRM platforms such as Salesforce, Microsoft Dynamics 365, Zoho CRM, and SugarCRM are just a few examples of excellent solutions that offer the capability for data organization and automation.

Customer Service

To expedite a timely resolution of complaints, replying to queries is the key to a successful business. By simply integrating customer data that is already available within your organization, you can create unforgettable experiences for the customer.

Organizing and integrating the data allows your customer service teams to shift focus from searching for information, to listening to customer issues and engaging with them in a positive way, be it over the phone, internet or in person (if applicable).

The resulting service that the customer receives is miles ahead of ordinary standards. This makes the customer feel connected and important, and lays the foundation for an emotional connection to your brand or service.

Decision Making

Data integration takes the tedium out of daily work processes especially those that need quick thinking and decision making. Staying connected and up-to-date with various systems brings valuable insight from that data, with speed and precision. The easily viewable data by sales and customer service teams, often in real-time, means improved knowledge allowing them to make better, more informed and quick decisions.

Data will also help come up with product and service enhancements and help tailor the product to meet individual needs, and therefore, bring down cost for the customer and increase his satisfaction level.

Therefore, utilizing the right tools to maximize customer experience is vital.
For example, Commercinet’s SYNC app integrates your ERP with your CRM, and brings real time ERP data into the CRM for sales and service staff who can then quickly manage any follow-ups or queries arising from either of the areas.

Personalization

Personalized service is what everyone wants, and data intelligence makes this possible. In service-oriented fields, companies can personalize pricing and other aspects of their product or service, by using the data and analysis of that customer.

When it comes to communication, a customer’s first point of contact with a company could be either in person, or via phone or email. With more details about every customer available with service agents, they can further personalize their interaction with the customer.

Highly successful strategies include the use of the latest technology such as mobile marketing. Who wouldn’t like that special discount sent to them for their birthday? That’s the power of personalization – it creates positive experiences and memories.

The Importance of Data Integration

Data comes from so many sources, and efficiency increases when integrated with existing customer accounting data. Seamless merging of ERP data with CRM gives you a 360-degree view of sales and operations. This is very important for companies looking to digitally transform their business.

Modern-day CRM solutions are easy to integrate with ERP software. Such a process prevents sales, marketing, and service data from getting siloed in different systems, promoting positive customer experiences.

Through Commercient SYNC, the #1 data integration platform for business, your sales and support teams can access important ERP data such as customer information, sales history, invoicing, terms, serial numbers, inventory, bill to and ship to addresses, and more, directly in the CRM. Plus, new sales, accounts, and invoices can be SYNC’d from CRM to ERP. These are known as our one-way and two-way SYNC options.

Take a look at our Commercient SYNC ERP and CRM data integrations here.

Commercient also offers the advanced IoT Pulse, which connects your ERP with a host of apps through internet integration, enabling automation, maximizing your customer engagement in minimal time.

For more information on Commercient SYNC and IoT Pulse, please contact us today.

SYNC Demo integrate CRM ERP

What Customer Experience Will Look Like In The Near Future

By Tikiela Mims

Customer experience has transformed radically since start of the 20th century. From the Industrial Age to the Information Age, we are now living in the Age of the Customer, and business leaders have no choice but to leverage new technologies to keep up with increasing consumer demands.

This tech has become the catalyst for improving the customer experience and changing customer expectations. To help you and your business, here is a look at the what the customer experience will look like in the near future.

Business Will Be Mobile-First

Because of the advances in technology, the use of mobile and smartphones is constantly on the rise in the workplace. This means all businesses must treat mobile as the primary mode for customer engagement – both now and in the times to come. How convenient is it to order items from your mobile device from Amazon, Apple and others?

According to Gene Alvarez, managing vice president at Gartner, “By 2020, 40% of sales organizations will rely primarily on mobile digital technology for their sales force automation initiatives.”

So, if you haven’t yet adopted a mobile-first mentality, now is the time. It could be as simple as eliminating wait times for your customers by sending out emails instantly when they input a new order, or generate a new invoice. This can be done with Commercient’s IoT Pulse, which connects your ERP to over 815 apps. Supported ERP’s include QuickBooks, SYSPRO, Sage products, NetSuite and others. You can also connect with Gmail, MailChimp, marketing apps, CRM systems, invoicing software, and much more.

If your sales team needs key customer data, invoices and history, inventory, serial numbers, and more, from over 85 supported ERPs, be sure to check out Commercient SYNC, the #1 data integration platform for sales. Your sales team will be able to see this information from within your CRM, without needing to access your accounting system.

The Use Of IoT Will Increase

Not only will business be mobile first, but also the use of IoT (Internet of Things) will increase in the near future. Gartner believes that the number of IoT devices installed worldwide will hit 20 billion by the year 2020. It’s because IoT technologies can significantly improve business processes and automate daily tasks.

Tools like IoT Pulse allow you to collect detailed data about how individual customers use your products and gain insight about them, which in turn enables you to design products and create campaigns that increase conversions. See how IoT Pulse works, and keep in step with what the future will bring.

AI Will Dominate

The future will deliver customer relationships that take place without human interaction, according to Gartner. This will make the customer experience quicker, smoother and more consistent. In fact, robots will take care of basic customer care, while humans will remain indispensable for more advanced forms of advice that need a human touch.

Already we see AI at work in programs like Google Maps and Spotify, ridesharing apps like Uber and Lyft, and smart personal assistants like Siri and Alexa. And the developments in AI technology are expected to continue to grow over the coming years, with many non-technical organizations choosing AI and machine learning as their main focus.

As AI-enabled technologies can help you learn more about your customers, it will enable your marketing team to create messages for each stage of the customer lifecycle, thus improving customer satisfaction. It’s a trend you don’t want to miss out on.

Are you ready to improve your customer experience with our integration apps Commercient SYNC and IoT Pulse? Please contact us today!

IoT Pulse connect ERP to the Internet

Technology To Help You Deliver A Seamless Customer Experience

For your business to succeed in the Age of the Customer, it is important that you delight your customers with personalized customer experiences. We’ve found that by leveraging the certain technologies, businesses can easily satisfy and retain their customer bases and improve the customer experience.

Here are a few technology suggestions that we think will help in delivering seamless customer experiences.

Cloud-Based Apps

One way you can deliver a seamless customer experience is through deploying cloud-based apps, which offer a variety of ways for customers to contact and stay engaged with a business or brand. By leveraging cloud-based apps, you and your salespeople can be made available anytime and anywhere, without the hassle of hardware system. Your salespeople can work remotely with just an internet connection and computer.

Prompt responses to customer contact, quick resolution to problems, and easy access to all the products and services a customer wants can keep them returning, and help draw in new ones.

When you leverage any of our cloud-based apps, whether it be Commercient SYNC, IoT Pulse, or Sync2Pay, the availability of customer data in the cloud makes it possible for you to personalize and customize user experiences to an incomparable degree.

Internet of Things

The Internet of Things (IoT) can also help you deliver seamless customer experience. IoT allows you to connected devices or applications that can provide real-time feedback on customer preferences, diagnostics, and usage data to improve the customer experience.

Our IoT Pulse app, for example, provides connectivity with more than 815 Apps for your ERP. So, you’ll be able to connect your ERP with all your other business applications, including your CRM, email automation, marketing, and project management tools like Asana and Slack. This will help you to automate tasks, like sending out emails instantly when customers input a new order or generate a new invoice.

Also, since IoT Pulse provides integration with MailChimp, you’ll be able to send new product information to all your customers. This will help you to enhance the customer experience.

Mobile Apps

Since billions of people today have high-powered mobile devices, a game-changer in the customer experience is now mobile apps. Mobile apps are ideal for enhancing customer experience. They give your customers a one-stop experience where they can make in-app purchases, access special deals and get specialized customer support no matter where they are located.

You can also use mobile apps to collect important marketing data from your customers based on their location, purchase history and demographics. This is so you can target your marketing more strategically to enhance the customer experience.

Social Media

Social networks are ideal for delivering a seamless customer experience. With social media, you can improve customer retention using entities like visual contests, webinars, live-chat, trending hashtags, user generated contents, and more.

You can use your social networks as we do at Commercient to nurture relationships with customers, prospects, partners and the broader community. Visit us on social media pages and see for yourself. We’re on Facebook, LinkedIn, and Twitter. Check us out!

If you’d like to learn more about Commercient SYNC, Sync2Pay, and IoT Pulse, please call us today!

SYNC Demo integrate CRM ERP