Improving service & delivery programs through digital platforms

The digital transformation is here. If you’re already set up a killer digital strategy for your non-profit or organisation, you’ve seen the return in customer satisfaction and efficiency it’s brought. If you’re wondering what it means for your organisation or how to keep up, we can help.

In order to stay ahead and not be left high and dry by the competition,- organisations must deploy the right structure of service and program delivery to meet the modern needs of their clients and customers.  This means melding traditional methods with modern digital channels.

This is not merely an exercise in “keeping up appearances”  it’s a proven strategy for strengthening competitiveness and laying the groundwork for future growth. 

The rewards of utilising digital platforms such as mobile or web-based apps are real, they are demonstrable and, most importantly, they are achievable.

Some of the benefits to investing in digital platforms, as well as some examples of how such benefits work in real terms, are detailed below.:

Enhanced Interaction with Digital Channels

Convenience has always been a central tenet of great customer service and delivery. Our on-demand, everything at a click modern lifestyle has made this more true than ever.

Customers expect timely and proactive service like live chat functionality on your company website or utilising one-to-one SMS support.

It’s important to maintain this level of interaction across the entirety of your business platforms. Statistics published by OneReach.com showed that 64% of customers expect to receive real-time service no matter what device or channel they are on, so organisations must focus on providing this level of consistency.

This can be difficult if you have limited resources, which is why using the right web and mobile applications in the right places is vital. Apps such as HeyWire LiveText Agent can help organisations provide in-depth and personalised support services to customers, while ServiceMax Field Service Management software removes several links from the chain with direct alerts when technical support is required. Both are significant stepping-stones towards achieving high-quality service and program delivery, and extremely satisfied customers.

Be Omni

Customer behaviour is changing. Customer interaction is changing. In fact, virtually every area of customer service and program delivery is caught up in a perpetual process of accelerated evolution. To understand this better, let’s take a look at the average customer journey.

Not long ago, a customer would simply wander into a local branch of a store to browse its products, or perhaps call ahead to reserve specific stock. The modern customer is more savvy, aware, and technologically empowered. With a wealth of information at their fingertips, the customers can use (often simultaneously) multiple channels as they browse, buy and access support.

For example, statistics released by Business2Community show that 73% of consumers are likely or very likely to visit a store if availability and inventory information was supplied online, compared to only 36% who would be prepared to visit even if no information was published.

This underlines the need for a seamless customer experience, meeting the consumer across each and every platform they use. Similarly, research from Aberdeen Group showed that companies who invested in customer engagement on an omni-channel level retained 89% of their customers, compared to only 33% for companies who did not work to develop this approach.

While in most cases our nonprofit clients aren’t selling products online, these stats speak to a deeper behavioural shift in the way people expect to engage with companies or organisations.

Omni-channel is here to stay. Make sure that you are engaging your audience, fulfilling their needs and providing a positive experience across each and every channel – from mobile and web applications to social media and one-to-one customer service. 

Applications as Intelligence Tools

Each time someone connects with your organisation via an app, or each time a service is provided online, this creates a unique data point. By examining these data points over time, we begin to build up a picture of our client interactions. From this, we can learn how to improve.

The data we receive from applications can be fed into customer relationship management (CRM) software for storage and analysis over time, or it can be reported on directly. This gives companies a wealth of knowledge and insight.

We can help you track and appropriately respond to changes in consumer behaviour, to better meet the needs of your users and your own organisational goals.

Internal Systems

A seamless user experience, like the top of the iceberg, is the visible part of by the work of staff overseeing, managing and providing support when and where it is needed. For this to be possible, the entire team must be on the same page. They must be able to access customer records; process, analyse and apply business data; and administer support without missing a beat. This is where behind the scenes software and applications can play a major role.

Applications like Zendesk and Desk.com give businesses a robust platform upon which to build reliable service structures, as well as providing each user with the tools required to offer a seamless experience to your clients or customers. What’s more, this sort of application is customisable, offering the flexibility required to meet the needs of a growing client base.

As sources of genuine insight, as facilities for optimised communication with clients, as unifying hubs bringing teams together, and as key components in an omni-channel strategy, integrated digital platforms can unlock a huge array of benefits for businesses.