Customers have choices. They choose what they want. Being a point-of-sale provider, you may have discovered that customer expectations are changing year to year, especially after the pandemic. Gone are the days of simply giving a friendly smile after providing service being enough to satisfy your customers, you have to go above-and-beyond to stand apart from the competition.
According to a report, 86% of customers admit they will pay more for a better customer experience. It is obvious that providing an exceptional customer experience is no longer optional, it is a necessity.
The point-of-sale industry is no exception, and customers expect a better experience. To remain competitive and provide a positive customer experience, you need to adapt to changing expectations.
With this article, we will explore the role that customer experience plays in the PoS industry and how you can implement customer experience in a way that benefits both your customers and your employees.
Understanding the customer experience
The best advertising for your business is a good customer experience. Customers with a positive experience are more likely to spread speak favorably of you, and word-of-mouth advertising will help you bring in more business.
This is just one reason why 88% of businesses started to prioritize customer experiences based on a report. Understanding the customer experience journey and its touchpoints may help you to enhance the overall customer experience.
Optimizing different touchpoints in the customer journey
Awareness: Prospective customers become aware of your product. It could be from multiple channels, including word-of-mouth, search engines, social media, or online ads. This is when potential customers express interest in learning more about your product, its benefits, and how it addresses their issues.
You can create a strong brand presence that resonates with your target audience. It may involve creating compelling marketing campaigns, leveraging social media to build a following, or partnering with influencers to help spread the word.
Consideration: Prospective customers actively consider whether to purchase your product or not. They compare your product to other payment solutions, look for any specific needs that help them to overcome challenges, and assess your product.
Focus on providing information that helps customers make informed decisions. This could involve creating in-depth product guides, providing video demos or tutorials, or offering free trials or samples to help customers try before they buy.
Conversion: Prospective customer who has been converted. They buy your product, go through onboarding, and learn how to use it. They install your products at their outlets, and enjoy the benefits of it.
Be sure to make the onboarding process smooth to ensure they learn how to use your product—use an onboarding team to help. You can send them valuable content using email newsletters to address their concerns and keep in touch with them. A little care can help to ensure they have a seamless user experience.
Retention: This is the stage where you can solidify your relationship with the customer. When a customer receives a satisfying service experience, they talk about it; this sort of word-of-mouth testimonial is invaluable.
To optimize touchpoints, you can send follow-up emails that may offer additional resources, support, and loyalty programs. Personalizing the product to each consumer is key to building a strong customer relationship. Use data analytics and customer feedback to optimize your product using customer feedback and data analytics.
At the end of the day, PoS providers should focus on providing a seamless and user-friendly customer experience, from getting to know about your product to recommend it to others. Offering extra benefits, ensuring your customers have satisfactory customer service, and available support for any issues are mandatory to level up your customer experience.
Role of field service management software in customer experience
As a Point of Sale provider, you understand the importance of providing a great customer experience to your customers. The quality of your products aside, ensuring the customers have ad-hoc support available will enhance your brand’s reputation.
Whether your customers are restaurant owners or retail shops they must provide a smooth experience to their customers. They should offer speedy transactions to keep up with the rush of customers.
If your PoS system breaks down, they reach out to your support team expecting an ad-hoc resolution. You can use modern technology, such as field service management software, to resolve issues quickly. It plays a critical role in providing support efficiently by dispatching field service technicians to customers’ locations on time.
Here are a few ways to optimize your field service with a field service management platform
Speed up problem resolution
With an integrated field service management platform, you can easily convert service tickets from your CRM to service requests and assign the correct field service technician at the same time allowing you to efficiently assign the right technician to the right job.
Improve technician productivity
Using the field service mobile app, technicians can get new job alerts and customer details, allowing them to take necessary actions. The field service team can get make sure they have the right tools to diagnose problems before arriving at the customer location, resolving the issue fast—on their first visit.
Keep your customers in the loop
Don’t keep your customers in the dark. Let them know when the technician arrives at their location with real-time notifications. The back office team can have complete visibility over the technician’s arrival and work status all through the technician’s GPS-enabled field service app.
Enhance your customer experience
An excellent customer service experience will make customers more likely to stick with the business. Going above and beyond to meet their needs is the key to offering a positive and lasting impression of your business.
Customers who are satisfied with your product and service will spread the word about it. A competent workforce and the right tools will allow your company to resolve issues quickly and efficiently, reducing customer waiting times and minimizing business interruptions.
When you offer your customers a memorable service experience, it can leave a lasting impression on your brand’s reputation. The right set of tools can not only reduce the time your customers spend waiting for resolutions but also minimize interruption to their business operations. A satisfied customer will spread the word about your product and their positive service experience.
A European-based PoS provider, SaltPay has also struggled to meet evolving customer expectations and create a smoother customer experience. They have encountered difficulties in managing field service operations, scheduling jobs, tracking work status, and keeping customers in the loop. They were also looking for a platform that would allow them to easily dispatch technicians, as there was an increasing number of micro-jobs.
SaltPay utilized Zuper’s field service management software to easily meet all their needs. They were able to integrate their CRM tool, ZenDesk, with Zuper and directly convert their service tickets into jobs on the same page. The correct technicians could be dispatched, and job statuses updated in real-time so that the back-office team and customers were always kept in the loop. They were empowered to deliver a positive customer experience by improving their field service operation efficiency using Zuper.