7 Customer-Facing Technologies to Give You an Advantage

Customers seek convenience, which in today’s world is often achieved through technology that simplifies their lives. To ensure a satisfactory customer experience, companies should keep this in mind and incorporate technology, from webforms to POS systems, into their operations.

Unhappy customers often leave, and their dissatisfaction may not necessarily stem from the quality of the products or services.

It could be due to issues such as difficulty navigating the website or the absence of customer support.

Companies that prioritise customer satisfaction tend to be 60% more profitable than those that don’t.

Technology plays a crucial role in converting website visitors into customers and retaining their loyalty. Businesses of all sizes should consider investing in technology solutions to enhance the customer experience.

Cloud Forms

Are you still sending forms to your customers in Microsoft Word via email? It’s more convenient to use cloud-based forms instead. With this option, your customers don’t have to save a form on their computer and email it back. Instead, they can click on a link and complete the form online from any device.

Migrating your forms to the cloud simplifies the process for you as well. The form data is automatically collected, and the systems collate forms and offer analytics. If you’re a Microsoft 365 user, you already have access to a cloud-based form tool – Microsoft Forms. Simply check your available applications or visit Microsoft’s website.

Digital Signatures

According to experts, the adoption of eSignatures is expected to increase by 69% by 2024.

This digital signing capability leads to more signed contracts, eliminating the need for individuals to print out forms, sign them, and then scan them back in. Any interruption in this process, such as a printer running out of ink or technical difficulties with a scanner, could potentially cause a delay or deter the customer from signing. By utilizing digital signatures, the signing process is streamlined, and the transaction can be handled entirely online.

Moreover, digital signatures provide a legally binding signature, ensuring security and peace of mind.

Smart Chatbot

Customers often have questions when making purchasing decisions. If they can’t get an answer quickly and easily, they may choose to shop elsewhere. Fortunately, chatbots have become increasingly intelligent and can address a significant portion of frequently asked questions if programmed correctly.

Chatbots are available on your website 24/7, providing prompt assistance when needed. Many customers prefer chatbots, with around 68% of consumers reporting that they’re satisfied with their interactions with helpful chatbots. They appreciate receiving fast answers from chatbots, which isn’t always the case when sending emails.

SMS Notifications

SMS notifications are a technology that can significantly enhance the customer experience. As emails are often filled with unwanted junk mail, customers may miss important updates regarding their purchases or shipments. Implementing SMS notifications can help to ensure that customers receive important alerts promptly.

It’s crucial to provide an opt-in and opt-out method and allow customers to select the alerts they wish to receive, such as payment notifications, sales, or shipping details. By doing so, you can ensure that customers receive the relevant information they need, improving their overall satisfaction.

Business Mobile App

The trend of transitioning from websites to apps has been ongoing for some time now. Although the internet isn’t becoming obsolete, apps are gaining popularity due to the surge in smartphone use. Mobile searches have surpassed web searches, and people prefer to use apps over websites when using their mobile devices.

Recent studies reveal that mobile users spend 90% of their time using apps, and only 10% using internet browsers. Creating a mobile app for your business can provide a more convenient experience for your customers and expand your marketing and service capabilities with push notifications. If you have a limited budget, you can start with a “wrapper” app, which transforms your existing website into an app.

FAQ Kiosk

Offering an FAQ kiosk can enhance the customer experience in retail and service businesses.

This digital tool provides quick answers to commonly asked questions and can assist customers in finding sales and coupons. Service businesses can use it to direct clients to staff offices and provide information on frequently asked questions.

VoIP Phone System

Although you may perceive your phone system as an internal IT component, it is also one of the most crucial customer-facing technologies. The way people perceive your business is largely influenced by the experience they have when they call you.

With VoIP phone systems, your staff has the flexibility to assist customers from anywhere, even when they are not at their desks. Additionally, VoIP systems offer features such as group ring, auto-attendant, and voicemail to email, all of which contribute to better communication with your customers.

Get Help Planning Your Technology Roadmap

We evaluate the technology upgrades that can have the most positive impact on your business profits. We also consider how new systems can work seamlessly with your current solutions. If you want to plan for the future, contact us today.


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