How customer experience helps companies outperform their peers

The experience you give your customers when working digitally with your signature, that’s all. Additionally, companies that leverage the Client Experience 2.0 model outperform their peers by as much as 40 percent.

Them retain customers and those clients refer the company to other important clients. Staff are engaged and productive, and the company is a talent magnet for younger professionals.

If this sounds too good to be true, it is not. It all depends on making it easy for customers to work digitally with your business. Why? Because when you sign them …

  • Make it easy for customers to send documents securely on the go.
  • exchange sensitive information with the company without friction
  • address data silos

The result … everyone does more work, staff spends minimal time on low-value clerical work, and profits go up.

The key ingredients

  • Attentive and well-trained staff
  • Clear company policies and procedures
  • State-of-the-art tax and accounting software (QBOA, Lacerte, ProSeries, for example)
  • Practice management software to keep complex engagements running smoothly (Karbon or Intuit Practice Management, for example)
  • Secure and robust storage solution optimized for productivity (SmartVault, for example)
  • A simple, frictionless way for customers to safely interact with your business when:
    • Sending sensitive documents
    • Answer staff questions
    • Electronic signature of documents
    • Complete forms such as letters of commitment and tax questionnaires
    • Complete Knowledge Based Authentication (KBA)
    • See clearly what is needed from them and when
    • Key self-service documents

This Playbook assumes that your business already has all the elements in place except an easy way for customers to interact with the business digitally.

The principles of customer experience 2.0 make the difference

Leading companies use technology and user-centered design so that customers respond quickly and on the first request. They recognize that customers are on the go and need a solution that fits their busy mobile lifestyles. They don’t ask clients to use software solutions designed for expert firm users.

Using these principles means they reap the rewards: These companies no longer waste valuable time chasing clients for documents, nor do staff have to search multiple platforms for the information they need. Because of this, they spend their days working high-value jobs rather than low-value clerical jobs like gathering documents. Profits and staff satisfaction are on the rise, and customers are delighted too.

There are 4 fundamental principles that CX2.0 companies adhere to:

1. CX 2.0 companies do not use email to communicate with customers

Major companies realize the risk inherent in every email sent to and from customers. They reject email as a way to communicate with their customers due to security risks, but also because they realize that email is terribly inefficient.

Email is also insecure, disorganized, and full of spam and potential future cyberattacks. But more than that, it leads to clients not responding to requests for documents and information.

Customers tend to ignore emails because they are so busy. Instead, CX 2.0 companies use a custom application that meets the security, organization, and speed needs of the business, and their customers’ need for ease of use and convenience on the go.

2. CX 2.0 companies are in their customers’ pockets 100% of the time

CX 2.0 companies use a dedicated “accounting application” to securely communicate and exchange documents with customers. They are literally “in your customers’ pocket” all day.

The secure application provides the customer with an easy way to scan and send documents using only their mobile device (similar to how online banking applications allow the user to safely scan and deposit a check). Customers see all their meter communications in a safe, organized and quiet space.

Push notifications on your phone grab their attention and the app makes it easy for them to respond quickly and on the go. Customer-facing tasks keep them on track.

Customers respond 19 times faster than if the company sent an email and with an average response time of just 6 minutes using the secure text messaging feature.

3. CX 2.0 companies ensure that staff are “in the loop”, always

CX 2.0 companies recognize that to move quickly and ensure world-class service, teams must collaborate. They choose systems designed to keep all staff informed about the customers they work with together and ensure that data silos don’t slow down the team.

They use a system that aggregates all customer-facing staff communications, documents, messages, and responses in one easy-to-manage place that provides full visibility to staff. Additionally, supervisors must be able to create personalized views of all clients they manage, to ensure that each staff member responds in a timely manner to client communications.

4. CX 2.0 companies keep the main office and the bank office separate

Just as a busy restaurant would never want diners to be in the kitchen, CX 2.0 companies don’t require customers to use the same systems they use to get work done. Think Portal – Staff love your portal, but customers often have a hard time using it or choose not to fully participate.

Instead, CX 2.0 companies offer their customers a quick and easy way to send documents to the company securely and on the go. Staff can place documents on the back-end signature portal if necessary for efficiency, but the client doesn’t have to suffer from using a system that wasn’t designed for them in the first place.

Consequently, staff do not have to provide technical support for the solution or try to find documents that were submitted through many other methods. Client Experience 2.0 means that every point of contact with your business is easy and seamless for clients on the go.

Companies that have moved to this model are reaping the benefits in terms of happier customers, faster response times, and much less stress on staff. They use a customer-facing mobile solution that is as secure and easy to use on the go as an online banking app. Staff also do more work and can spend time on higher-value advisory services rather than chasing clients for documents or searching multiple platforms for the documents they submitted.

To delve into the strengths and weaknesses of your company in terms of customer experience, take this short quiz.

At Liscio, we are dedicated to the business of customer experience. We believe that the right customer experience speeds up data exchange between business and customer, minimizes wasted movement, and creates raving fans. Liscio’s platform achieves these goals by putting all the tools the customer needs to respond quickly at their fingertips, including an all-in-one mobile app, automatic reminders, and even a mobile document scanner. With all customer documents and communications centralized in Liscio, it is easy for staff to quickly see what is happening with each customer’s account. And since Liscio is so easy for clients to use, they send documents quickly when requested. No more data silos, no more chasing documents to clients, and no more cross-platform searches. To see how Liscio can help you provide a world-class experience for your clients and staff, book a personalized demo.

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