Scaling your customer experience: 3 key strategies to make it happen

Is your product built to address the growing needs of the market?

Yes? Congratulations!

Now, you’ll want to scale up as your business grows—but you may be unsure what to do and where to start. Let’s talk about the best ways to make that happen

Automation and beyond

Improving your customer experience (CX) is hard. It can be difficult to scale up when you have an influx of new leads and not enough staff to handle it. You’ll have to do more in a shorter time frame. This calls for automation in your processes—having tools that can ease your load will prove useful in the growing stages of your company.

If you’re understaffed, you’ll be unable to handle your customers properly. Up-to-date engagement software, which has predefined answers to routine questions and handles conversations—with chatbots—even if you’re not around, will go a long way in dealing with a huge volume of customer requests, in a short time. You should also train your chatbots to answer more like humans so that customers will feel more at ease. Set an ongoing process that will trigger relevant messages at regular intervals.

Create reliable content to back it up

Customer education is an important part of improving customer experience.

People will often find themselves lost in your product or site, and they’ll need assistance figuring things out—access to help documentation will fill that gap in information. Regular blogs on your product updates, the use cases they apply to, and success stories help to create a bond with your readers. It’ll also help them understand your vision better.

Videos and podcasts, alongside webinars, are great ways to spread your content on different channels. A webinar archive with past recordings saved for future viewing is a must-have, and sharing these pieces on social media and micro-blogging sites casts a wide net for new leads.

Know your customers

Understanding your customers’ needs helps you refine and shape your product accordingly.

Visitor tracking and engagement software like Zoho SalesIQ helps you understand where prospects spend time on your site, and how they navigate it. With this information, not only can you improve your site experience but also keep track of your high-priority pages—pages that visitors land on often. See how much time users spend where and how they reach these pages. Then, with this information in hand, you can easily fine-tune your site layout, to improve the customer’s journey.

Zoho SalesIQ also keeps a record of past conversations. Use that to your advantage when speaking with people. When similar issues reoccur, you know where to look, and you’ll come up with solutions faster.

When starting off, good communication skills and an anchored knowledge in CX will help you wade through the sea of other products and put you above the rest. Why not try out a powerful customer engagement application that can help you right now?

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