Today’s consumers have high expectations. No matter where they are, they want timely access to goods and services. Customers want product information and feedback on demand. They want to check the status of their orders, make account adjustments, and get help with their questions in time.

Developing a customer experience strategy is essential for organizations of all sizes.

What is Customer Experience?

Customer experience is the aggregate of all of your customer’s interactions with your organization. It is a culmination of all their engagements with you. These interactions include (and are not limited to) navigating your company website, speaking with customer care, receiving accurate delivery information, and receiving the purchased good or service.

Every aspect of your business can influence how customers are treated. For a firm to succeed, excellent client engagement is crucial.

What is Considered a Good Customer Experience?

A positive customer experience is one that produces the optimal result for the customer, with the least amount of friction possible. When the consumer has a positive experience, they feel heard, valued, and respected by the company.

Consider the following while enhancing the customer experience at your company:

• Offer a simple website user experience so that customers can quickly access the data they need to troubleshoot a product and get in touch with a customer care representative for live support.

• Exercise social listening to acquire invaluable customer feedback from online reviews, social media, and surveys. Devise methodologies to gather substantial amounts of customer feedback. Analyze the data, to gain a better and deeper understanding of your customers.

On the other hand, it is easy to create a poor customer experience. Be mindful of the following customer experience pitfalls:

• Unresolved and unanswered customer questions and issues.
• Rude or angry employees.
• Employee indifference to customer needs.
• Excessive automation and lack of human engagement.
• Long wait times.
• Lack of personalized/generic service.

There are clear differences between positive and negative consumer experiences. Understanding how to improve customer experience requires dedication and can be motor-assisted by technology.

The conduct and actions of your company have a direct impact on client satisfaction. Create a thorough plan for enhancing client experiences, including employee assessments and training as well as the technologies used in daily operations.

How ERP Can Improve Customer Experience

ERP (enterprise resource planning) solutions are an effective and powerful way to bridge people, systems, and data. ERPs manage essential business processes and integrate key business activities such as sales, marketing, customer service, finance, human resource, and manufacturing.

ERP solutions help break down business silos and integrate systems that link, track, and report on operations and business processes. This helps employees operate with a single set of data.

Setting up an ERP solution helps to build the processes, workflows, and collaborations that lead to better customer experiences.

How an ERP solution can help enhance customer experience

1. Help provide transparency across teams

An ERP lets your business integrate tools across multiple business units. This allows you to have a single source of truth within your organization. With data gathered from each business unit, real-time dashboards and reports help employees identify and solve problems faster. This helps improve outcomes both internally and externally.

Greater transparency within teams helps employees to better understand the needs, challenges, and opportunities to best serve clients.

2. Gather Customer Data

Data is the engine that drives ERP systems. By sharing collected data seamlessly across teams, and a deeper understanding of customer behavior and demands teams can better support their needs. Data can help your company to analyze invaluable customer feedback and take action on what needs improving. A greater grasp of how to serve customers and boost customer retention results from this synergy.

At Pahappa, we provide businesses and organizations with a completely integrated ERP solution. Our unified ERP solution syncs your back-end business systems and processes to simplify, streamline, automate, and transforms your company.

To learn more about Pahappa’s ERP solutions’ capability, book a call today!