COVID-19 has forced the pace of digital transformation for businesses of every size, shape, and description all around the world, and that includes small and medium-sized businesses.
It’s a positive move, even for SMB leaders who think they are too small to need to go digital. The efficiency and productivity upside is too big to ignore, especially for smaller teams that need to achieve outsized results, and today’s customers expect digitally enabled experiences, regardless of the company they’re doing business with.
The COVID-19 pandemic has forced consumers of all ages to adapt to digital interactions, from online grocery shopping to telehealth and digital banking, and many of them are enjoying the new convenience and speed.
There’s no putting the genie back in the bottle. Consumers in 2021 want fast responses, self-service portals, and integrated digital experiences, and they’ll turn away quickly if they don’t receive them. The customer experience (CX) is crucial, with 32% of consumers saying they’ll abandon a beloved brand after just one bad experience, and 43% willing to pay more for greater convenience.
However, many SMBs are still adjusting to the shift. Business consultants, business coaches, and other service providers that assist SMB owners are facing a real demand for support to help their SMB clients maintain and improve the CX they can deliver digitally. In response to this need, the vcita software platform for small business management has rolled out a new partner program called xperts to enable consultants, coaches, and the like to assist their clients in providing better CX.
Here’s a quick guide to help you make the most out of vcita xperts and use it to enhance both the customer experience that your SMB clients enjoy and that they can deliver to their own customers.
Educate Clients to Run Their Own Campaigns
With vcita xperts, users can set up marketing reengagements and post-appointment communication campaigns, like customer loyalty messaging, reactivation drip campaigns, and other email or SMS messaging sequences, on behalf of their SMB clients and without involving them in any way.
Tweak and adapt vcita’s preset messaging templates to make your own customized templates and put them together with smart audience segmentation from the vcita CRM to develop targeted campaigns.
But there’s no reason to shut clients out of their marketing activities and every reason to give them the tools to carry out at least some of the tasks themselves.
The first time(s), you can create the entire messaging sequence yourself, but the client login feature means that you can gradually educate your clients to take over some or all of the work. Initially, you might instruct them, as part of your service offering, to tweak the preset messaging in certain ways, and then little by little, teach them how to manage the process alone using your preconfigured, customized templates and segmented customer lists.
Utilize It as a Collaboration Tool
The xperts platform makes it easy for coaches, marketing agencies, consultants, and their SMB clients to work together in harmony.
For example, consultants who provide lead generation services can use xperts to set up CRM entries for sales prospects. Then, the small business owner can log in to their CRM, review all the latest additions, and tag them according to relevance. The most qualified leads can receive offers to book a free trial, and the less qualified ones can receive nurture message drips.
What’s more, vcita xperts allows the consultants or coach to log in as the client, as well as to have their own supervisor or consultant login.
This way, you can demonstrate how to schedule an online meeting, for example, step by step, with the client following, and then encourage them to perform the action independently in the future.
Encourage Clients to Add Self-service Tools
Consumers are increasingly seeking out businesses that offer self-service tools, but fewer than 30% of companies offer features like self-service customer portals, live chat, social messaging, in-app messaging bots, and peer-to-peer communities.
Fortunately, these capabilities are built into vcita to help small businesses to stand out in the crowd. With vcita xperts, you can encourage your clients to clear this hurdle and provide self-service tools for their customers.
The vcita online scheduler enables their customers to check the services list, book their own appointments, and even change the date and time if necessary, all of it independently.
You can also help clients to build a secure online portal for their customers, which can be used for messaging and updates as well as scheduling arrangements. It sounds daunting for many SMB owners, but you can use xperts to coach them through it gently.
Track Client Progress
All the useful tools in the world won’t help your clients to deliver excellent customer experiences if they aren’t sure how to use them.
That’s why vcita xperts has a built-in dashboard that displays onboarding metrics for xpert users. Users can view each SMB client’s onboarding metrics to see whether they’ve succeeded in mastering tasks like sending emails, adding sub-clients, and more.
It’s particularly important when it comes to tools like the vcita CRM. A CRM is a powerful way to improve CX by keeping track of contacts, organizing marketing and sales communications, and personalizing marketing content, but only when it’s used appropriately.
The xperts dashboard helps you ensure that your clients understand how to use the CRM and other contact management tools so that they can improve their own CX.
The Right Platform Helps You to Help SMB Clients Improve Their CX
CX is the name of the game for SMBs in every vertical, but they need assistance. With the help of vcita xperts, consultants, advisors, and coaches of all kinds can work together on tasks with their SMB clients, educate them to manage their own CX projects, track their progress in gaining CX skills, and encourage them to add stand-out CX features like self-service portals, in order to refine and enhance the customer experience enjoyed by clients and sub-clients alike.
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