How Technology Can Help You Meet Your Clients' Expectations

Most of our everyday activities are governed by technology. The ubiquity of internet-ready devices has made cutting-edge technology an indispensable part of the modern customer experience.

For firms, this means that technology is an indispensable factor to consider in providing an exceptional customer experience.  

Related: Know What Clients Want from Their Financial and Accounting Services Provider 

Factors that can influence your customer expectations 

Before exploring how your firm can leverage technology to enhance your offerings, it's critical to understand the factors that shape customer expectations today, ensuring customers receive the best possible service: 

Accessibility 

Clients expect to access their financial information and services anytime, anywhere. This demand for on-demand services has been fueled by the ubiquity of smartphones and cloud computing. 

Transparency 

There is a growing need for clarity and openness in transactions and communications. Clients desire insights into how decisions are made, and processes are carried out, underscoring the importance of transparent customer feedback. 

Personalisation 

Custom-tailored solutions and advice that align with individual client needs and goals are becoming standard expectations. In addition, having a sense of personalise experiences creates a unique journey for each client. 

Security 

With increasing  digitalisation of workflows and processes comes the concern for privacy and data security. Clients expect their financial information to be secured against breaches. 

Managing Customer Expectations through Technology 

To keep up with tech-savvy clients, modern accounting practice should embrace digital transformation initiatives. 

Here are some tips on how you can leverage technology to meet your clients’ expectations, keep them satisfied, and ultimately foster brand loyalty through improved customer service. 

Real-Time Information 

As consumers gained access to more advanced methods of electronic communication, they have grown accustomed to having real-time access to information, no matter what time of the day.  

This expectation can be a good driver for positive client relationships, especially among niche industries like accounting. One example is highlighting the importance of instantaneous customer service through channels like live chat. 

Going Paperless 

To achieve this, you can explore many cloud-based accounting tools available in the market today. Cloud technology allows partners to share advice to clients when they need it, rather than waiting for the year-end. 

Read: Time-Tested Ways to Survive the Busy Tax Season with Your Team  

Self-Service Options 

There may be times when your client may seek help from a customer service representative after office hours for a quick calculation or financial question. 

Now, you don’t have to be on call 24/7. There are various chatbots available online that customer service teams can set up to deliver automated responses and answer your clients’ frequently asked questions, improving customer journey through self-service options. 

 
Regular Meetings 

For your clients, time spent away from running the business could be wasted. To build on your relationship and improve your client’s experience, you can opt to hold virtual meetings instead via tools such as Skype or Zoom. 

In addition, to manage customers better, you can use another tool where all customer information is in one central location. Below are some of the importance of CRM tools for accounting firms. 

Important use of CRM Tools for Customers 

CRM (Customer Relationship Management) tools aren't just another software but more like a helpful and game-changer in how accounting firms get to know and connect with their clients even better.  

Here's a simple breakdown of why they're so important: 

Everything in One Place 

Imagine having all your client information, like their history, preferences, and past conversations, all in one spot. That's what a CRM does. It makes finding information easy and ensures that your team is always on the same page. 

Read Next: Understanding the Role of CRM for Accounting firms 

Response Faster  

CRM tools keep track of all the ways you speak to your clients, whether by email, phone, or social media channels. This helps you respond quickly and keeps communication smooth, building trust along the way. 

Make Smarter Decisions 

With CRM, you can spot trends, see how your services are doing, and understand your clients better. This insight helps you make decisions that keep you ahead of the competition and enhance your marketing efforts as well. 

Know Your Clients Better 

Different clients need different things. CRM helps you sort your clients into groups, so you can give advice that fits them perfectly, making them feel extra special and enhancing your brand loyalty. 

 
The Bottom Line 

The advances in technology we’ve enjoyed in the past two decades have expanded the ways by which you can add value to your clients. It’s in your best interest to leverage these technologies to meet your client’s changing expectations and go above and beyond , which can greatly improve your customer service efforts. 

Learn about D&V Philippines 

To learn more D&V Philippines, and how we can help your firm in providing an exceptional customer experience, you may schedule a free consultation with us today  

You may also visit our website to find out what our clients say about us and download our free guide, The D&V Difference: Solutions for Australian Accounting Firms to find out how we can help add value to your organisation. 

This article was first published on 10 January 2020 and updated on 14 June 2024. Edited by: Angelica Garcia