HR GENIUS BLOG
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In order for new technology to be embraced by all age groups, it needs to meet this three essential criteria:
Don’t get obsessed with efficiency.
This is basically “New Technology 101”, do not impose the new technology on customers. It’s the most rookie mistake companies of all shapes and sizes make.
Remember, service and customer experience come first. Implementing new solutions, that will fix efficiency problems within your organizations is a great idea, but at the same time take customer service into consideration. If it will complicate the process for the customer or make them “jump through hoops” it’s a “NO GO”.
Staff and customers alike will cherish technology that speeds up the process and makes it almost unnoticeable.
Security is crucial, how many media outlets have reported security breaches, within the last year only? Especially when it comes down to the public sector.
Remember , if new technology is to be embraced it needs to be trusted by the customer and staff. Be aware of the fact, the more valuable and complex transaction or process is, the bigger the need for fast and successful resolution.
Fully automated systems can fail, just like humans.
Don’t expect a dramatic shift in customer preferences.
Plan for the future, implement new technology in order to “catch the wave”, don’t expect immediate change in customer behavior patterns. Keep the customers notified of any updates and changes concerning your communication channels.
Simply let them know in a non-intrusive way that they do have additional options, but leave the choice to them – do not impose methods.
Also it’s worth mentioning that some newer solutions have higher hardware and tech know-how requirements – keep that in mind, when considering abandoning some of the “outdated” systems.
Make the transition easy for the customer.
During the planning process, take notes of what customers and staff want and expect from the CRM technology. Don’t just rely on the IT Department or managers, they might think they do know what’s needed, but in reality they often don’t.
Equip agents with appropriate “tools of the trade” and create the ultimate customer experience.
Don’t implement new technologies just to reduce costs, you wont notice real gain in customer service. Make improvements an integral part of your CRM strategy, the long term goal is building a lasting relationship with customers.