Putting the Client Centre Stage – How to Ensure Client Touchpoints are Supportive, Not Intrusive

In the digital event industry, providing exceptional customer service is crucial to maintaining a competitive edge. The client touchpoints, or interactions that clients have with your company, can make or break a client’s perception of your business. Therefore, it is essential to ensure that every touchpoint is supportive and not intrusive.

To achieve this goal, technology can play a significant role. With the right tools and processes in place, you can streamline client touchpoints, provide a consistent customer experience, and build stronger client relationships. Here are some insights on how technology can help you ensure that clients know their contact points and who is accountable for each part of client outreach to move the client towards their objective.

1. Use a Customer Relationship Management (CRM) System

A CRM system is a powerful tool that helps manage client interactions and relationships. It allows you to track client communication, set reminders for follow-ups, and automate certain touchpoints to ensure that clients receive the right message at the right time. With a CRM, you can also assign ownership of each client to a specific team member, so there is accountability for every touchpoint. This approach enables you to provide a consistent and personalised client experience, which can lead to increased client satisfaction and loyalty.

2. Implement a Ticketing System

A ticketing system can help you manage client requests and support inquiries more efficiently. By using a ticketing system, you can assign ownership of each client request to the appropriate team member and track the status of each ticket from start to finish. This approach ensures that clients receive prompt and consistent support, and team members can collaborate more effectively to resolve issues. Additionally, a ticketing system provides valuable data on client needs, which can inform future touchpoints and help you anticipate potential issues.

3. Provide Self-Service Options

In addition to traditional touchpoints, self-service options can enhance the client experience by providing quick and convenient access to information and support. For example, a knowledge base can provide answers to frequently asked questions, reducing the need for clients to contact your team for help. Self-service options can also include chatbots and other automated tools that can answer simple inquiries and direct clients to the appropriate team member for more complex issues. By providing self-service options, you can reduce the workload on your team, improve response times, and give clients more control over their interactions with your business.

4. Collect Feedback and Analytics

To ensure that your client touchpoints are effective, you need to collect feedback and analytics on how clients are responding to them. You can use survey tools and other feedback mechanisms to gather input from clients on their experiences with your business. You can also use analytics tools to track engagement with your touchpoints, such as email open rates, click-through rates, and other metrics. By collecting and analyzing feedback and analytics, you can identify areas for improvement and make data-driven decisions to enhance the client experience.

In conclusion, technology can help you ensure that your client touchpoints are supportive, not intrusive. By using a CRM system, implementing a ticketing system, providing self-service options, and collecting feedback and analytics, you can streamline client interactions, provide a consistent and personalized experience, and build stronger client relationships. By focusing on client touchpoints and leveraging technology to enhance them, you can differentiate your business and stand out as expert in the digital event industry.

Contact Zest City today to learn more about how we can help you improve your client touchpoints and build stronger client relationships in the digital event industry.