IT Services 101: How To Improve Customer Experience?

The whole of every interaction a customer has with a business during the process of acquiring goods or services is known as Customer Experience (CX). From the IT Services viewpoint, it includes everything, from a consumer’s initial encounter with a company’s website all the way through to their final interaction with the company’s customer service team.

For companies of all sizes, a positive CX is crucial. Businesses can use it to draw in more consumers, retain their current ones, and raise a customer’s lifetime value by increasing the number of additional times they would want to make purchases from the company. This is why Era Biz offers IT Services which can help accentuate your Customer Experience

How Era Biz Solutions Helps Improve Customer Experience (CX)

Through IT services businesses can improve the speed and effectiveness of customer service, empower customers to help themselves, personalize the customer experience, make it easier for customers to interact with the company, collect and analyze customer feedback to identify areas for improvement, and more. Here’s how we help improve CX at Era Biz Solutions.

1. Personalization

Personalization is one of the main ways that IT services can enhance CX. Customizing the customer experience to each individual’s wants and preferences is the process of personalization.

Numerous approaches exist for organizations to use IT services to customize the consumer experience. Businesses can utilize IT services, for instance, to gather client information about purchasing patterns, browsing habits, and product reviews. Then, using this information, businesses can develop customized product and service suggestions as well as niche marketing efforts.

Excellent examples of these are Amazon and Aliexpress. Visitors to the app or website only see products based on their searches and views, which allows the algorithm to understand their needs and personal preferences. This means that a customer who looks at several travel bags for purchase may see hiking socks, flight pillows, travel bag covers, and other travel related accessories prominently on his home view.

Customer Success Story @ Era Biz Solutions

A leading manufacturer in the Europe known for its innovative products, faced a growing issue: their IT support was impersonal and inefficient, leading to frustrated employees and lost productivity. That was when they approached us at Era Biz Solutions, as a company with high experience in personalized customer experiences (CX) within the IT services industry.

The Challenge:

• Generic, one-size-fits-all IT support failing to meet diverse employee needs.
• Long wait times and slow issue resolution causing employee frustration and productivity loss.
• Lack of visibility into IT support effectiveness and employee satisfaction.

Era Biz Solutions’ Approach:

• Implemented a comprehensive personalization strategy for the IT service desk, including:
  • User segmentation: Categorizing employees based on their roles, technical expertise, and preferred communication channels.
  • Dynamic ticketing system: Routing issues to the most qualified IT specialists based on user type and issue complexity.
  • AI-powered knowledge base: Offering personalized self-service options and proactive issue resolution suggestions.
  • Multilingual support: Catering to the diverse workforce with language-specific communication channels.
  • Regular customer satisfaction surveys: Gauging employee feedback and continuously improving the personalized experience.

The Results:

• Reduced average resolution time by 25% due to efficient routing and self-service options.
• Increased employee satisfaction by 30% as measured by regular surveys and improved communication.
• Improved productivity by 10% due to faster issue resolution and reduced frustration.
• Enhanced IT team efficiency with better resource allocation and workload management.
• Gain valuable insights into user behavior through data analytics and feedback analysis.

Client Feedback:

“Era Biz Solutions transformed our IT support from a frustrating chore to a seamless and personalized experience. Our employees are happier, more productive, and feel genuinely supported. The data-driven insights and ongoing optimization ensure we keep pace with evolving needs and maintain a high level of satisfaction.”

Key Takeaways:

• Personalization within IT services can significantly improve customer experience, efficiency, and employee satisfaction.
• Era Biz Solutions offers comprehensive solutions and expertise to personalize your IT service desk.
• The benefits of personalization go beyond improved customer experience, leading to increased productivity and business value.

By partnering with Era Biz Solutions, the client discovered the power of personalized CX in IT services. If you’re looking to transform your IT support and unlock similar results, consider Era Biz Solutions as your trusted partner.

2. Convenience

Making customer interactions with the business more convenient is another important way that IT services may contribute to CX improvement.

By giving customers different avenues for communication, IT services can assist businesses in making it easier for clientele to interact with the organization. For example, customers might be able to get in touch with the business via its website, mobile app, social media, or phone all due to the links that are provided through IT Services.

By providing self-service choices, businesses can leverage IT services to make it easier for customers to do business with them. Customers can have access to order tracking, account management, and payment options online.

Customer Success Story @ Era Biz Solutions

Imagine thousands of bright young minds eager to learn, but limited by access to traditional computers. This was the challenge faced by our client SASIP, Sri Lanka’s leading tutoring company, with a student count in the thousands and a mission to provide quality education to all. Their existing e-learning systems, although effective, weren’t reaching students who only had mobile phones.

The Challenge:

• Bridging the digital divide and making high-quality tutoring accessible to students without laptops.
• Developing a mobile app that seamlessly integrated with our client’s existing e-learning platform which we were already maintaining, ensuring a smooth learning experience.
• Maintaining the high standard of education and engagement in a mobile format.

Era Biz Solutions’ Solution:

• Era Biz Solutions leveraged its expertise in mobile app development and e-learning integration to create a custom app for SASIP.
• The app seamlessly connected to the existing e-learning platforms, providing students with instant access to their courses, learning materials, and assessments.
• Interactive features like live classrooms, quizzes, and live chat sessions kept students engaged and motivated on the go.
• Offline learning capabilities ensured students could continue learning even without constant internet access.

The Results:

• A staggering 80% increase in student engagement within the first 3 months of the app launch.
• A huge rise in student enrollment from previously unreachable outstation student populations without laptops.
• Improved student satisfaction and learning outcomes due to the convenience and accessibility of the mobile app resulting in many tens of positive feedback responses on Android Play store and Apple App Store
• Enhanced brand reputation for SASIP as a pioneer in delivering mobile-based education in Sri Lanka.

Client Quote:

“Era Biz Solutions transformed our vision into reality. They understood our mission and created a mobile app that not only bridged the digital divide but also ignited a passion for learning in our students. The results speak for themselves – we’re reaching more students, boosting engagement, and making quality education truly accessible to all.”

Key Takeaways:

• Leveraging IT Services to bridge the digital divide and adapt traditional systems according to convenience can result in huge improvements in customer experience.
• Mobile App Development is one way of convenience Era Biz Solutions uses to unlock new opportunities in traditional technology.
• The convenience and flexibility of mobile learning can lead to increased student engagement and improved learning outcomes.

Era Biz Solutions’ success story with SASIP showcases the transformative power of using IT Services for Convenience. By embracing innovation and partnering with the right expertise, organizations can reach farther, engage deeper, and empower their businesses anytime, anywhere.

Are you looking to improve your Customer Experience (CX)? Contact Era Biz Solutions right away!

3. Speed

IT services can also assist companies in enhancing the speed of their customer service.

Businesses can automate operations like answering customer questions and sending customer tickets to the right support staff by employing IT services. This can facilitate quicker and more effective problem-solving for customer issues and complaints.

Businesses can leverage IT services to offer real-time help to customers. For instance, companies can employ live chat and chatbots to offer customers rapid support.

Customer Success Story @ Era Biz Solutions

Ramon Santiago, a marketing manager at a growing e-commerce startup raised in a case with higher management about slow systems. Juggling a million tasks, Ramon’s biggest frustration was sluggish customer service. Their website took ages to load, forms were clunky, and responses were slow, leaving customers fuming and Ramon almost tearing his thinning hair out.

Having already lost over 53% of their client numbers over system delays during the course of just one year, the upper management took things seriously at last. They asked Ramon to handle the project and make sure things were up to date within 6 months as they couldn’t allocate new personnel for this. But Ramon knew nothing about IT, not to mention budget was limited.

He asked his friends and they suggested Era Biz Solutions. He called us and had a free consultation. We proposed a complete digital makeover for their website, focusing on speed as the ultimate customer experience weapon. Here’s how we transformed Ramon’s world:

1. Website Turbo Boost: Era Biz Solutions optimized the website’s code, implemented smart caching, and chose a blazing-fast hosting provider. The result? Page load times slashed by 70%! Customers went from tapping their feet to clicking with glee.

2. Frictionless Forms: Gone were the days of endless scrolling and confusing fields. Era Biz Solutions redesigned forms with user-friendliness in mind. Autofill, intuitive layouts, and clear instructions made filling forms a breeze, reducing abandonment rates by a staggering 55%.

3. AI-Powered Chatbots: Era Biz Solutions deployed friendly chatbots to answer basic questions 24/7. Ramon’s team was no longer swamped with repetitive inquiries, freeing them to tackle complex issues and build deeper customer relationships. Customer satisfaction soared, with positive chatbot interactions exceeding 85%.

4. Real-time Analytics Dashboard: Era Biz Solutions provided Ramon with a real-time dashboard that tracked every customer interaction. He and the upper management could see website traffic, form completion rates, chatbot conversations, and more – all in one place. This data-driven approach allowed Ramon to pinpoint areas for improvement and optimize the customer experience continuously.

The Impact:

The results were nothing short of phenomenal. Customer satisfaction skyrocketed, with positive feedback increasing by 41.5%. Sales conversions jumped by 26.2%, and Ramon finally had time to focus on strategic marketing initiatives.

Era Biz Solutions didn’t just enhance speed; they transformed the customer experience. They made Ramon’s life easier, his customers happier, and his company thrive. Ramon was promoted to Vice President Marketing 7 months after the completion of the project and the success played a great role.

This is the power of IT solutions used right. Era Biz Solutions proved that speed is not just a technical metric; it’s the key to unlocking customer loyalty, growth, and success.

So, if you’re looking to give your customer experience a supersonic boost, look no further than Era Biz Solutions. They’ll be your IT partner in crime, helping you write your own customer success story, one lightning-fast interaction at a time.

Remember, in today’s digital age, speed is not just a luxury; it’s a necessity. And Era Biz Solutions is here to make sure you’re always ahead of the curve.

Ready to experience the Era Biz Solutions difference? Contact us today and let the speed revolution begin!

4. Efficiency

The efficiency and effectiveness of a company’s customer service can be increased with the use of IT services.

Businesses can automate processes like customer report generation, account management, and ticket routing by leveraging IT services. This can help organizations free up their customer support staff so they can concentrate on more difficult problems.

By giving clients self-service choices, businesses can also employ IT services to increase the efficiency of their customer service. Customers may be able to use knowledge bases and FAQs, for instance, to obtain solutions to their inquiries without getting in touch with customer service.

Customer Success Story @ Era Biz Solutions

The Challenge: A global clothing retailer who became our client came to us because they were was drowning in data and couldn’t find necessary information easily. Spreadsheets overflowed with customer records, sales figures, and marketing campaign results, but extracting actionable insights felt like trying to find a needle in a haystack. Inefficient processes ended up giving people the impression of customer service, with long wait times and frustrated shoppers leaving negative reviews. The CEO knew they needed a digital makeover.

The Solution: They approached us at Era Biz Solutions and asked for a solution. We analyzed the company’s operations, pinpointing inefficiencies and identifying opportunities for improvement. We decided on a multi-pronged approach.

• Centralized Data Hub: Era Biz Solutions implemented a secure, cloud-based data platform that consolidated all customer and operational data into a single source of truth. This provided real-time insights and eliminated data silos, enabling faster decision-making.
• Automated Operations: Repetitive tasks like order processing and inventory management were automated, freeing up employees’ time for more strategic customer interactions. Additionally, we added chatbots to handle simple inquiries 24/7, further reducing wait times and customer frustration.
• Personalized Customer Journey: Era Biz Solutions leveraged data analytics to segment customers and tailor marketing campaigns, product recommendations, and loyalty programs. This hyper-personalization led to increased engagement and brand loyalty.

The Results: The transformation was nothing short of remarkable.

• Operational Efficiency: Order processing times reduced by 37.2%, freeing up resources and improving customer satisfaction.
• Enhanced Customer Service: Average wait times dropped by 59%, leading to a significant increase in positive customer reviews.
• Data-Driven Sales: Personalized marketing campaigns boosted sales by 21.3%, exceeding even the most optimistic projections.

Client Quote: “Era Biz Solutions didn’t just streamline our operations; they revolutionized our customer experience,” gushed the client company’s CEO. “They transformed us from a data-drowning behemoth into a nimble, customer-centric powerhouse.”

Key Takeaways:

• Era Biz Solutions proves that efficiency is not just about cost-cutting; it’s about unlocking customer satisfaction and business growth.
• Data-driven decision-making, powered by intelligent IT solutions, empowers businesses to tailor the customer journey and build lasting loyalty.
• By partnering with trusted IT experts like Era Biz Solutions, even the most data-laden giants can become agile, responsive, and customer-centric.

Are you ready to unleash efficiency and transform your customer experience? Contact Era Biz Solutions today and discover how their IT expertise can elevate your business to new heights.

5. Self-service

IT services can also assist companies in enabling customers to empower themselves.

Businesses can assist  customers to fix their own problems without contacting customer care by giving them self-service tools and resources. This can assist companies in lowering the volume of support queries they receive and freeing up their customer service crew to concentrate on more difficult problems.

Some examples of self-service tools and resources that businesses can provide to their customers include:

• Knowledge bases: These are repositories of information that customers can use to find answers to their questions..
• FAQs: Lists of frequently asked questions and their responses.
• Chatbots: Computer programs that mimic human speech. Clients can receive real-time support and have queries answered via chatbots.
• Live chat: A real-time chat communication service that enables users to have conversations and solve their queries with customer support agents.

6. Feedback

Businesses can use IT services to gather and evaluate client feedback to pinpoint areas that need improvement.

Surveys, polls, and social media are just a few of the ways that businesses can gather client input. Businesses can utilize IT services to assess client feedback after they have gathered it in order to pinpoint areas that need improvement.

By analyzing customer feedback, businesses can identify the following:

• The most common customer pain points
• The areas where customers are most satisfied with the customer experience
• The areas where the customer experience can be improved

How does Artificial Intelligence (AI) help improve customer experience?

Artificial intelligence (AI) has been having a substantial positive impact on CX. This is because AI can be used to automate processes, personalize the consumer experience, and offer real-time customer care.

AI-driven chatbots, for instance, can be utilized to offer clients round-the-clock service. Chatbots can respond to client queries, handle customer problems, and direct consumers to the best support group.

By making customized recommendations to clients, AI can also be utilized to personalize the customer experience. For example, AI can be used to examine past consumer purchases and browsing patterns to suggest goods and services that customers are likely to find interesting.

How does Big Data help improve customer experience?

Another significant technology that can be leveraged to enhance CX is “Big Data”. Big data refers to the process of gathering and examining extensive sets of data.

Businesses can learn more about customer behavior and preferences by examining big data. The customer experience can then be enhanced in a variety of ways using these insights.

For example, businesses can use big data to:

• Personalize the customer experience
• Identify and address customer pain points
• Develop new products and services that meet customer needs
• Improve the efficiency of customer service

How does Cloud Computing help improve customer experience?

Cloud computing is a computing model in which businesses can access IT resources, such as computing power, storage, and software, over the internet.

Cloud computing can play a role in improving CX by helping businesses to:

• Reduce the cost of IT infrastructure
• Scale their IT resources up or down as needed
• Improve the reliability and performance of their IT systems
• Deploy new IT services more quickly and easily

Therefore it has been one of the most sought after technologies for businesses in recent years.

How does Mobile Technology help improve customer experience?

Today, there is practically nobody, whether from the largest cities in the USA or the smallest villages in remote Africa, that doesn’t use a mobile phone daily. And most times these are fully internet enabled smartphones. Therefore mobile technology, or mobile app development, has become an essential tool for improving CX. Mobile technology allows customers to interact with businesses from anywhere, at any time.

Businesses can use mobile technology to improve CX in a number of ways. For example, businesses can:

• Develop mobile apps that allow customers to easily access their products and services
• Use mobile technology to provide customers with real-time support
• Use mobile technology to personalize the customer experience

The challenges of using IT services to improve customer experience

While IT services can play a major role in improving customer experience (CX), there are some challenges that businesses need to be aware of.

One challenge is that IT services can be complex and expensive to implement. This is especially true for businesses that are new to using IT to improve CX. Businesses need to carefully consider their needs and budget before investing in IT services.

Another challenge is that businesses need to have the expertise to manage and maintain their IT systems. This can be a challenge for businesses of all sizes, but it is especially challenging for small and medium-sized businesses. Businesses may need to hire IT staff or outsource IT management to a third-party provider.

Additionally, businesses need to be careful not to over-rely on IT services. IT services should be used to complement human interaction, not to replace it. Customers still want to be able to interact with human representatives when they need help.

Here are some tips for overcoming the challenges of implementing IT services for CX:

• Start small. Don’t try to implement too many IT services at once. Start with a few key services that will have the biggest impact on CX.
• Do your research. Before you invest in any IT services, make sure you understand your needs and budget. Talk to other businesses that have implemented similar IT services.
• Get expert help. If you don’t have the in-house expertise to manage and maintain your IT systems, consider hiring IT staff or outsourcing IT management to a third-party provider.
• Don’t forget the human touch. IT services should be used to complement human interaction, not to replace it. Make sure your customers still have the ability to interact with human representatives when they need help.

By following these tips, businesses can overcome the challenges of implementing IT services for CX and improve the customer experience.

Case studies

Here are some case studies of businesses that have used IT services to improve their customer experience:

• Amazon: Amazon uses IT services to personalize the customer experience by providing customers with tailored recommendations and by making it easy for customers to purchase products and services. Amazon also uses IT services to provide customers with real-time support through its chatbots and live chat service.
• Netflix: Netflix uses IT services to personalize the customer experience by recommending movies and TV shows to customers based on their viewing history. Netflix also uses IT services to provide customers with a high-quality streaming experience.
• Spotify: Spotify uses IT services to personalize the customer experience by recommending music to customers based on their listening history. Spotify also uses IT services to provide customers with a high-quality streaming experience.

IT services can play a major role in helping businesses to improve their CX. By leveraging IT services, businesses can personalize the customer experience, make it more convenient for customers to interact with the company, improve the speed and efficiency of customer service, empower customers to help themselves, and collect and analyze customer feedback to identify areas for improvement.

However it is important to work with a reliable IT Services Provider for your needs. Contact Era Biz Solutions for trustworthy and affordable IT Services for your business requirements.

About Era Biz:

Era Biz Solutions is an offshore software development company in the UK and Sri Lanka that was formed in 2011. The organization focuses on providing IT Services related to custom software development, web development, and mobile app development services to clients in a transparent and reliable manner. It is known for the innovation and creativity of its talented dedicated developers and dedicated teams sourced by its tech hub in Sri Lanka. In addition to the custom development projects offered in the form of full project outsourcing, Era Biz also provides flagship solutions for CRM, ERP, LMS and Logistics that have many loyal users over the years.