Improving Customer Relations

Lots of people have lost their jobs in this pandemic. The upside is many of that lot have started or are starting their side hustles and businesses. Eventually, this will lead to over-saturation of markets, which results in giving customers lots of opportunities to switch their vendors and businesses. 

Whether you are just starting, or you are an established business, it is important that you improve your customer relations to make sure your customers never leave you. 

It's common knowledge that engaging with your customers is the building block to improving their customer journey with your business, but it is also important to know how to engage with customers. 

Understanding the psychology of a customer is key when building their journey with you. That starts with understanding concepts that customers hate being “sold” to, and it is better to lead with value rather than pushing the sale. This is the sole reason why people provide free e-books to show customers the value, build authority, and then engage with them. 

For a B2C business, sending email marketing updates or publish blogs that provide value to the ideal prospects and customers is one approach. This will build trust and loyalty with prospects which makes it 100x easier to close the sale and convert the prospect into a customer. 

A popular saying with buyers is that they prefer to be treated like people, rather than numbers on the vendor’s books. Many in the business world are thinking his sentiment to heart as they seek to build and improve customer relationships. 

One of the best ways to show you understand your prospect’s and customers' needs is to ensure that you have the right content for them at the right time. For example, if you are a B2B business, and your ideal clients are accountants, then it may make sense to put out an article on how to acquire lots of customers during tax season. 

By supporting your prospects or customers with customizations, relevant content, and information, you’ll be able to address their individual needs and concerns. This is all part of offering a better customer experience.

Often when people think of a customer experience, the first idea that comes to mind is to increase the number of customer touchpoints that are in the prospect's process and the customers after the sale. However, that may not always be the correct way to improve customer relationships. 

Adding more touchpoints with customers may complicate the process and make it confusing for a customer or derail the path to the sale. Instead, it is important to have a unified and simplified customer experience. By doing this, customers will learn what you do, how you do it, and that will build trust, showcase expertise, and keep the backend of your sales and customer processes simplified. 

The best way to do this is to leverage a platform that offers unification on all channels of communication, integrated with a CRM. By bringing together a CRM with other useful business applications like live chat, customer service, marketing automation, business analytics, project management, and more within a single platform, you can now get a holistic view of how every customer interacts with your business.

An ideal customer experience platform solution enables businesses to successfully target their marketing campaigns, drive sales engagement by analyzing visitor website behavior, indicates the best time to contact a lead based on metrics, informs clients on the status of the projects/deliveries, organizes tickets based on sales pipeline data, and provides a 360-degree customer view.

The ideal platform that is capable of serving businesses of all types is Zoho’s CRM plus. Zoho’s CRM is a platform that enables omnichannel communication and makes it easy to integrate all your internal team efforts while simultaneously delivering a unified experience to all your customers, which will improve closing rates and the average value of a customer. 

Here at Sliver, we leverage Zoho to have the lowest implementation time in the business, at 50% shorter than the industry average. Whether a small business, an enterprise, or something in between, that needs onboarding assistance, our full-service consulting and professional services will help map out its unique implementation requirements. By implementing software that improves customer experience efficiently, a company can make sure that it is unifying sales, marketing, product, and support departments under one platform.

----------------------

For more information on how Sliver can implement an integrated Customer Experience platform and help your company improve customer relations, email us at info@sliverusa.com.

For a free 14-day trial of Zoho CRM Plus, the most versatile and integrated customer experience platform, use the link Zoho CRM Plus. Once you sign up, email us and we will double your trial period.