When customers aren’t happy with their experience interacting with a company, they find an alternative. Their frustration may have nothing to do with your product or pricing — it’s about the experience. Maybe your website was difficult to navigate. They may have had a question, but no one was around to answer it. Modern consumers expect seamless, digital-first experiences. Businesses that use customer-facing technologies to deliver that convenience consistently outperform competitors.Customer-centric companies are 60% more profitable than those that aren’t.
Technology is key to converting website visitors into clients. The right technology helps you convert website visitors into clients, increase loyalty, and keep customers coming back. Below are several customer-facing technologies worth investing in—no matter your budget.
Where should you focus? Below are several ideas for all business budgets.
Cloud Forms
If you’re still emailing Word or PDF forms, it’s time to modernize. Cloud-based forms are one of the simplest customer-facing technologies to improve engagement and efficiency.
Customers can complete forms online, from any device, without downloading or emailing attachments. Meanwhile, your team receives responses instantly—organized and ready for analysis.
If you use Microsoft 365, then you already have a cloud form tool. Look for Microsoft Forms in your available applications or visit Microsoft’s site. Moving your forms to the cloud saves time and creates a smoother, more professional experience for your customers.
Digital Signatures
Experts predict that eSignature use will grow by nearly 70% by 2024, thanks to their convenience and legality. Digital signatures help ensure that important agreements get signed faster, keeping your deals moving forward and your customers satisfied.
Printers run out of ink. People have trouble with a scanner they rarely use. The list goes on. Few customer-facing technologies simplify workflows as effectively as digital signatures. They remove friction from the document-signing process—no printing, scanning, or waiting required. Any problem can mean a customer rethinks signing a document that you need. Using digital signatures streamlines the process. You can handle the transaction online. You also ensure you have a legally binding signature.
Smart Chatbot
When someone’s ready to buy, they often have a quick question. If they can’t get an instant answer, they may leave your site altogether. That’s where chatbots—one of the most popular customer-facing technologies—come in.
Chatbots are really smart these days. If you program them right, they can answer a large percentage of repeat questions. They’re there 24/7 on your website ready to help in a moment of need.
Many customers actually like them. About 68% of consumers are happy using helpful chatbots. They say they like that they get a fast answer from a bot. This isn’t always the case when customers send an email.
SMS Notifications
SMS notifications are another type of technology that can improve customer experience. Emails have become flooded with junk mail. When someone needs to know about a shipment or purchase, they often prefer it by text. This way the message isn’t missed.
Think about implementing SMS notifications for important customer alerts. Make sure you have an opt-in and opt-out method. It’s also a best practice to let the customer choose which alerts they want to receive. Such as payment notifications, sales, or shipping details.
Business Mobile App
People have been in a transition from websites to apps for a while. Of course, the internet isn’t going away, but apps are gaining ground. A big reason for this is the rise of smartphone use.
Smartphone searches are overtaking web searches. And when people are on a mobile device they prefer apps over websites. Studies show that mobile users spend 90% of their time using apps, and just 10% using an internet browser.
Think about implementing a mobile app for your business. This can make it easier for customers to do business with you. It also gives you more marketing and service capabilities, such as push notifications.
If you’re on a tight budget, you could start with a “wrapper” app. These are solutions that take your existing website and transform it into an app.
FAQ Kiosk
For retail stores, having an FAQ kiosk available can provide a positive experience. It can allow customers to get questions answered quickly. It could also help them look up sales and coupons.
Service businesses can also benefit by using this digital tool. They can use it for commonly asked questions. They can also use it to direct clients to staff offices.
VoIP Phone System
Your phone system is one of the most essential customer-facing technologies in your organization. It’s often the first point of contact for potential clients—and it shapes their perception of your business.
VoIP systems enable features like call routing, voicemail-to-email, and mobile flexibility, so staff can assist customers from anywhere. The result? Faster response times and a more professional, consistent experience across all touchpoints.
Planning Your Technology Roadmap for Better Customer Experiences
Every company’s path to digital transformation looks different. The key is understanding which customer-facing technologies will deliver the most impact for your customers and your bottom line.
At MOATiT, we help businesses identify, integrate, and secure the technologies that enhance customer experience and drive growth. Whether you’re upgrading communication tools or automating service processes, we’ll ensure your tech works for your customers—not against them.
Get in touch today to schedule a consultation and start building a smarter, customer-first technology roadmap.
This Article has been Republished with Permission from The Technology Press.
