? EDITOR ’ S QUESTION //
“
WHEN CUSTOMERS
ENGAGE IN ONLINE
TRANSACTIONS , THEY SEEK ASSURANCE THAT THEIR
PERSONAL AND FINANCIAL
INFORMATION IS SECURE .
E HAVE ALL been there as
W a customer – let down by a company when it comes to customer service . Often it relates to an issue which crops up and the issue is not dealt with in a timely and efficient manner . It can also have a lot to do with the availability of the company and how easy it is to get in touch with them . Excellent customer service is the key to repeat custom and I am sure we can all think of a time when we received fantastic customer experience and went on to tell others about it .
SMEs of course have budget pressures but good customer service is one thing which should not be ignored . SMEs are in a better position to create excellent customer service as they can really make it personalised . Our three experts offer their tips on how to create that excellent customer service . sophisticated methods to mimic and steal identities . By adopting advanced digital security measures , SMEs can foster a sense of trust and safety and offer the same type of slick buying journeys as larger competitors .”
Karl Bateson , Director of Global PR and Communications at Acronis focuses on five points – employee retention , a customer centric approach , personalisation , communication and customer support . He said : “ So many customers can be lost because of just one bad support experience , so businesses should spend a lot of time and energy training their teams to help mitigate customer concerns quickly and correctly . If a customer is on hold for 30 minutes , the chances of them being agitated exponentially increases . Offer online FAQs when possible to help customers diagnose / solve their own issues .”
Every month , we pose industry experts a question pertinent to the issues of the day . This month . . . .
Antoine Senkoff , Digital Strategist at Brandwidth , focuses on three points – e-commerce , AI and sales staff . He said that customers still want a physical shopping experience , as well as the convenience of online . Senkoff said : “ For smaller companies that cannot compete with the likes of Amazon , adopting a ‘ phygital ’ customer experience can be a great way of meeting customer needs and providing them with a choice .”
Rohan Ramesh , Director of Product Marketing , Entrust , focuses on digital security and how with trust , comes loyalty . He said : “ When customers engage in online transactions , they seek assurance that their personal and financial information is secure . And the risk of cyberthreats is intensifying with the rise of AI , deepfakes and other
“
WHAT IS THE BEST WAY FOR AN SME TO CREATE A FANTASTIC CUSTOMER EXPERIENCE ?
BY ADOPTING
ADVANCED DIGITAL SECURITY MEASURES , SMES CAN FOSTER A SENSE OF TRUST AND SAFETY AND OFFER THE SAME TYPE OF SLICK BUYING JOURNEYS AS LARGER COMPETITORS .
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20 intelligent
. tech
Intelligent SME . tech