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
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:
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.
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.
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.
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.
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.
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.
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.
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.
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.
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:
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.
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.
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.
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 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.
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