It was like any typical Saturday for me; running my errands around our small town, trying to make the most of my weekend. A quick swing through the drive – thru ATM for some cash, and then an inside visit to McDonalds, where I ordered our meals to-go on a kiosk. I grab our food off the counter, and then I am back in car with cheeseburger in hand, zipping into the Wal-Mart parking lot to select my stall for the grocery pick-up order I had placed the day prior on their app. I pop the trunk, and out walks a teenage boy who places our weeks’ worth of consumables safely in my trunk.
I would classify myself as a typical consumer. A busy, working mom who appreciates the efficiencies that software, apps, AI and automation have continued to provide over the years. Would my Saturday errands have been dreadful had I made a few small changes? Had I missed out on seeing my favorite bank teller and a picture of her newborn because I had chosen the ATM lane, rather than the drive-up window? Had mine, and many others choice to order my happy meal on a kiosk lead to a reduction in force at our local McDonalds? While I may have missed out on the ankle eating cart maneuvers of my son by choosing grocery pick-up, I also chanced missing the warm welcome from Lee, the 80-year-old greeter who never fails to lift my spirits.
Being involved in the software industry for over 20 years really got me thinking, and I had to ask myself some real questions that evening. Are we avoiding human connection by providing efficiencies to end users, that in some cases eliminate the need to interact with other humans? And, are the communications and interactions that we do have with our customer engaging and meaningful? Being an extrovert, this topic intrigued me. I believe with everything in me that human connection is the key to existence on earth, yet in my daily routine, I appear to avoid it in many ways. How can we ensure that we avoid unnecessary interactions, but maintain a strong customer relationship? Here is what I learned:
Make it Personal: Customers have specific needs to fulfill, and that is ultimately why they choose a specific product or tool. A personalized need gives the provider an amazing opportunity to tailor their approach to onboarding, support, training and the entire customer life cycle. Video trainings or live calls via Skype or Zoom with face-face contact that cover needed information are vital in building trust and longevity. Sharing your face on your live chat sessions or video calls
Make it Matter: Placing a call to a support agent should feel more like calling a friend than a robot. If you invest the time and energy getting to know your customers from day one, your future calls and interactions should be smooth sailing. You can allow for the chit-chat that Susan likes, or get right to the point with Bill. You listened and learned their needs from the start, so you and your team are better equipped to provide meaningful support. Every customer matters, and should feel as such when interacting with your team.
With AlarmHive, you matter. Your dream, your vision, and your business matter to us. Like bees in a hive, our goal is hard work focused on achieving a common goal, success.
Chief Operations Officer