Technology has drastically transformed every part of our lives over the past two decades, and business is no exception. If you are a business owner, you are probably using various forms of technology to make running your business easier. However, you should also be using technologies that enhance your customers’ experiences— if you are the type of business that sells products to customers (versus providing services to clients). Here are five technologies that help improve the customer experience.
Augmented reality (AR) is a type of technology that superimposes digital elements into the real world via an electronic device (e.g., smartphone) or another type of device (e.g., smart glasses). When used by businesses, this technology allows your customers to superimpose your products into their reality, giving them a chance to “try” your products before they commit to buying them. Examples would be glasses and other types of clothing, or even furniture. AR allows customers to see how a piece of clothing would look on them or how a piece of furniture would look in a room.
Allowing your customers to try your products in this way (if possible) can reduce the number of returns you receive, resulting in happier customers. However, there are a few downsides to implementing AR. First, the costs are pretty high, and greater levels of cybersecurity are required to avoid a data breach. Also, your customers must have devices that can easily accommodate these virtual events— unless you offer this feature inside of your stores.
Chatbots are AI-powered (powered by artificial intelligence) chat boxes that typically appear on the bottom right-hand side of a website. Of course, you must have a website to implement this type of technology as it is an online customer service tool. These chatbots exist to assist customers with any issues or questions they may have while browsing your website. While these chatbots are powered by machines, most can connect customers to actual humans for more advanced concerns.
Speaking of websites, many new businesses being started these days are eCommerce businesses, meaning that they operate fully online. This was also fueled largely by the COVID-19 pandemic shutting down many brick and mortar businesses, as many were forced to limit contact and therfore, utillized online shopping. As a result, many in-person companies adopted a hybrid model, allowing their customers to order online and have their goods delivered to their homes. Online shopping provides a more convenient experience for your customers, when combined with chatbots and strong cybersecurity, your customers will naturally gravitate toward your website.
With organisations focused on selling services online, consider a business website as a way to help you in your digital marketing. Having a website allows you to partake in passive marketing tactics, such as search engine optimization (SEO), which brings customers to your website and even your physical location.
Software Solutions Focused on Customers
What if there is a way for you to better understand your customer’s thoughts about your business? This is where customer relationship management (CRM) software comes in. This software solution gives you insight into how your customers are interacting with your business and how you’re interacting with them. It can also show you how you’re interacting with potential customers, giving insight into how you can turn them into actual customers.
Having this understanding of current and potential customers allows you to enhance their experience with your sratergies, and your business benefits in return. CRM and other software solutions from a NetSuite reseller are what you need to improve customer experiences and enhance the performance of your business.
Virtual reality (VR) is similar to AR, except instead of superimposing digital images into the real world, you immerse yourself in a digital simulation. VR isn’t as widely used by businesses as AR is, but it can be used to give customers a more immersive experience when shopping with you. Still, more and more businesses are likely going to adopt VR in some way in the near future, especially with the creation of the MetaVerse.
As you can see, technology is clearly impacting the way your customers interact with your business, largely for the better. When your customers are having a better experience, your business is operating successfully. So consider investing in one or more of these types of technologies to enhance your customers’ experiences— and to enhance the success of your business.