Customer Success – A win win story

In our pursuit to help startup and SMEs in their digital transformation journey, we often come across with very generic sales problems, and most of the problems are due to lack of basic understanding of customer engagement and pitching the solution or product poorly. In this post we have listed some of the points which we practice to overcome these problems –

Understanding the customer –

When you try to help the customer even before tagging them as customers, You should really understand them. That means you need to study the their environment and how they operate in their business ecosystem, their geographical situations and their pain points. We had our success rate increased multifold just by practicing this. To understand this better let’s get into what it means on the ground. One of our client who is an independent career counselor, a typical sales package looks like “A Promotional Website, Mobile Application and a lot of social marketing” at first glance. On a careful consideration it was realised that only doing this will not help them instead might increase operational overhead, hear us out how and why –

A Promotional website need to be targeted to audience and the place this client of our operates from, the audience are still not tech savvy which means their reach to technology is limited to Facebook, WhatsApp and Instagram at most and not even to twitter, hence a promotional website is going to be a dead investment for a long time. Same time an app may solve a lot of problem but is costly due to the fee they charge to their customers is very nominal and the profit is not enough to cover the investment. People who know about career counseling will agree that this job is difficult to manage remotely and therefor social marketing through electronic media will attract the leads which will be difficult to convert into sales.

Solving the real problem –

Now once we understood the customer portfolio, it is important to solve the real problem and one should identify it before that. The pain point is, it is not going to be obvious and customer wouldn’t be able to tell you the exact problem. If we rely on customer, almost all the time, all the customers have one single generic problem and that is “Sales not happening or Sales is not increasing as expected” that is it. If you take that problem and try to solve it, you will not succeed because that is never ending pursuit, it is a symptom not a problem. The actual problem may be wrong market segment, non-scalable business model, a generic product or non innovative solution, hence it is important to understand client really have sales not happening is a by product symptom of it.

Keeping the business always in context –

You understood your customers, you identified the problem too, you have a solution just right, however have you consider that make sense for business or not? For example there are all the great equipments and machines to do the farming, you get that to the farmers with subsidised rate all set to work and plow the field, but if the most fertile land and farms have water logging problem all your investment will sink into it and for sure that wouldn’t grow into any kind of corps, what could have been a better solution is to create a sustainable ecosystem of animal husbandry keeping livestock such as cattle, poultry and fish will yield better result and can be utilised in the fertile farms to do farming for double profit and that is what it means to keep the business always in context.

Offering real value –

Work towards the common goals and don’t promise unrealistic non-practical benefits. A website in any forms only has certain goals to achieve, it is not a silver bullet and can not make the business succeed overnight. As we always say “Technology is a business enabler” , it can only enable business to grow and sustain, for example, without proper research on main objective and content of a website,  which is to have engaging content and services to offer. it doesn’t make any sense to throw out a lot of add-ons like SEO, SSL mailbox and other because these doesn’t have any individual value of its own. The point is don’t sell technology in the name of solution. Offer them real solution which adds value to their business and let the technology facilitate and help achieving that.

Train them to utilise it for maximum gain –

Offering technology solution is just not enough. It is important to train the customer to use it. Not always your customers are going to be tech savvy and technology might be only solution in such case it is better to teach them how to use it effectivity. For example which phone would you suggest to a 60 + years of indian customer ? The answer is there is no phone which target this segment specially and this segment have their own challenges i.e touch screen phones doesn’t give them taptic feedback out of the box so they don’t know the action they took happened or not, on the other hand phone which gives taptic feedback i.e the phone with keyboards have really small display and due to their poor eyesight that means by the time they realise who is calling the call would be dropped. In this case the only solution is to teach them enabling taptic feedback present in the touchscreen phone with vibration and key tone and help them to adopt it.

A World with Chatbots and AI

With recent technological advancements in chatbots and artificial intelligence (AI), neuro-linguistic programming, machine learning, internet of things (IoT) and web speech APIs, it is now possible to streamline interactions between computer and human languages more effectively. Everyday practically we see a Google Home or Alexa add on social media and on television, and this widens our vision about its application. So let’s have a glimpse on it.

A brief about chatbots

A chatbot is a service that people interact with via a chat interface. You can ask questions using your voice or by typing in the same way you would ask a person. The chatbot will usually respond in a conversational style, and it may carry out actions in response to your conversation (for example, order something for you). It often runs inside a popular messaging application, such as Facebook Messenger, Slack, or SMS. It answers your question, rather than directing you to a website.

Can the applications be replaced with Chatbots ?

To the end user, it may appear that systems of Chatbots like Alexa have replaced software applications (apps) when we ask them to book meetings in our calendars and purchase train tickets for us. In reality, they will encapsulate the apps and sit on top of them. While we may see fewer app icons on our smartphones, we will still need apps in the background for fulfilment and as data repositories.

Why should we discuss about chatbots ?

Eventually, the goal of a futuristic chatbot is to be able to interact with users as a human does. As the saying goes, “the best interface is no interface.” Voice chat is trending with the introduction of smart speakers like Amazon Echo, Google Home, Apple HomePod, etc.

How chatbots can help Small/Medium businesses ?

Bots are a glimpse into the future of business, and they have powerful implications on the business ecosystem. They have several advantages:

  1. 24×7 availability – A bot exists digitally unlike a human being, and can thus be pressed into service continuously without any interference.
  2. Highly Customisable – Bots are capable of carrying out a wide array of tasks because of their inherent flexibility.
  3. Affordable and Powerful – In the current scenario, chatbots can be developed for a small amount. Many options already exist, with the most popular being Facebook’s Messenger bot.
  4. Saves Resources – Employing a chatbot to handle basic customer interactions can free up valuable human resources without a decline in productivity.

Types of Chatbots –

  1. One operates based on a set of rules. It can only respond to very specific commands. If you, as the user don’t use the right command or words, the chatbot doesn’t know what you mean.
  2. On the other hand the other type uses machine learning and artificial intelligence to provide the best response. We’ll call these AI-powered chatbots.The AI aspect in a chatbot is based on machine learning. It is known as Natural Language Processing; it has the proficiency to understand a conversation and mimic human speech. An artificial intelligence (AI) agent in a chatbot achieves the goal through the ‘sense-think-act’ cycle.

How Chatbots can Revitalize Customer Engagement for SME’s?

Broadly Chatbots powered with AI can be used for two purposes:

  • For Enterprise – Today’s chatbots are powerful personal assistants. They can call an Cab, place a lunch order, make a hotel reservation, order office supplies when you get low and even help manage your calendar. Let’s face it, just scheduling a single meeting can take 15 minutes or more and when you add up how many meetings you schedule, it’s a significant time commitment for a small business.
  • For Consumers – Chatbots provide better service to users. Mainly in these following ways:
    • Quick Response time – Compared to a human being, a smart computer program will answer queries much quicker. This, coupled with an AI chatbot’s machine learning and multi-tasking abilities make it a highly efficient virtual assistant that can revolutionise customer interaction metrics.
    • Improved Conversions – Chatbots can study past search data and offer more personalised shopping options via retargeting. The AI is constantly learning, and it can pull up multiple options that will be more appealing to the user based on their search history and captured data points. This can lead to increased conversions for you in the long term.

How does Chatbots improve ROI?

Some instance where bots have worked out really well and undoubtedly have cleared the points regarding ROI as they turned out to be a boon in the industry.

  • Chatbots in Finance Industry- Chatbots found their way into the Finance industry as a virtual assistant within Mobile Banking Apps. Bots act as a platform were customers can make the payment of Bills, and transfer and deposit funds. According to a survey done by Abi AI, one of the top most IT firm could save 360,000 hours of manpower by deploying bots which helped them analyse complex legal contracts faster than a human could do.
  • Chatbots in Restaurants and Retail Industry- The idea of introducing chatbots in restaurant and the retail industry proved to be a smart one, as it has been helping famous food chains in reducing the order time of the customers considerably. Bots also help in saving several employees working hours as well, which in turn made them more efficient.

Technology as Business Enabler

We strongly believe that technology is an enabler for business Here is how we think technology can help to gain momentum for the business –

Real life implementation Challenge

An ordinary artist with extraordinary craftsmanship, a living embodiment of the miraculous fine portfolio of paintings, pottery and jewellery, yet sadly have painful need to knock each door, just to sell his valuable, handmade articles. Imagine how far can his feet can walk, each step forward results into loss of energy and his most valuable possession i.e “Time”.

Just then he learns startups also shares the same passion of serving customers, but ofcourse, in a much better way. The nerves of technology powers the machinery of supply chain. With these startups at his disposal and great technology as a leverage, success comes by design not by luck. Selling products online and meeting the demand of customers becomes a super sustained, self managed affair.

 

Plan to make the business always ready for market ?

Shopping Cart for MarketTechnology today is the foundation for all success. Falling behind the Technology Curve, that compares the linear growth of technology and the rate of change is simply not possible. Today industries have become obsessed to achieve maximum efficiency at minimal cost. Modern businesses can’t afford to be technology laggards. Bridging the gap between today’s technology and tomorrow’s innovations is essential to transitioning seamlessly.

 

 

Keep a track of latest technology trends?

Tracking Device Improving ROI by infusing technology has always been a primary purpose for any business. Starting with the goals we want to achieve, and then plan backwards, finding a suitable technology that supports and improve performance to expected benchmark. This is what makes business and technology work hand in hand. After all “Technology doesn’t drive success: people using technology do”. Staying abreast of the latest trends allows a business to pivot before competitors can react.

 

 

Strategy Shifts and plan to adapt changes

Change by wrench Today Enterprises can no longer afford to think only in terms of efficiency and the 10-year plan. The new business model relies on fluidity: a company poised to pivot is one that’s best prepared for the future. We need to focus less on tomorrow and live in the present as that would make an impact.

The technical shifts today can no longer be limited to upgradation of system being done once. Trend says this era “Change is the only constant”. Oracle which was once known for its database models is towards being outdated, as today the cloud is becoming the core paradigm for delivering business technology, with an aspirational promise of “zero infrastructure which says anything-as-a-service”. Since the workers and management in the zone of business become more dependent on tech, they are increasingly able to help out with the process of digital change and transformation. So for business the digital transformation is required, however, it may be complex, time consuming, and expensive, and it affects every aspect of the enterprise.

 

Correct Go To Market Strategy?

Head thinking about go to market strategyA careful crafted plan on approach of marketing product and services, is the need. Do we need a website and if yes what kind of website? Is having mobile application at this time is right thing or should we wait? Worry not we would soon cover this topic in detail about what needs to be done and exactly in what order ?  Since the commercialisation and use of technology became more widespread throughout the world, the adoption of advanced products can generate new business opportunities and various benefits.

 

Pricing and decision before choosing a technology

The market today stands long-term visible capability of the decision makers.The wise ones choose a developed product with considering below points –

  • Should encourage designers to explore Creative Routines and apply them in work.
  • Should encourage developers to explore Understanding Routines and apply them in work.
  • Should encourage parents to study Visible Thinking and encourage their children to try them.
  • Should not only develops solution for SME’s but also provide a supportive system for their backup.

 

Checkpoints for latest technology trends

Remember CheckpointsFew Instances of technological boost is once there was an era where it was all cash, then it was credit cards, and now it’s time to start to accept mobile payments. These make daily transactions much simpler. Similarly today current tech can help business keep track of all the necessary documents, invoices, deductions, and expenditures and made that all a little less painful by generating and tracking invoices way more better than manual work. Hence the best business growth is with trending techs, you need it you get it.

To help progress and success thrive, the first step is research to check whether there is a more recent, advanced program, app, or tech development that can aggregate multiple needs into one process. Thus the latest technology trends can make your job easier and will also show the customers that business is modern and evolving. What’s needed is to keep up with what’s hot in the industry and make the effort to integrate the technology that’s best for your business.

 

Here in AppsWise we try to solve a business scenario in most optimised and efficient technical way, by keeping all the edge cases in mind for any SME’s to grow. Get in touch with us for any challenges you deal with in technology scope or even if you just want to optimize your technology operations.