With the advent of smartphones, what was considered "normal" business transactions changed dramatically. Now it seems that in almost every hand you see a smartphone. What are people doing with these devices seemingly all day long. Simply put, they are staying connected. Connected to who you ask? For us at least, our customers.
For some businesses this can be seen as a distraction from taking care of one's job duties. Others have determined that this technology advances customer service when used in the proper way.
Here at Coates and Associates, for example, we all have I Phones. We are constantly texting, emailing, and/or calling our customers. Most of our customers have our cell phone numbers. We find it increases our business substantially because our customers have direct access to us when they have a question or need.
Recently, we engaged another use of our smartphone technology. When providing seminars, speeches, and other events, our associates now use the "Square" to process credit card transactions when customers register for events and purchase back-of-the-room products. Literally in the palm of their hand, we can swipe their credit card, have them sign their name using the tip of their finger and away they go. This is a convenient way of allowing the customer to pay, but it also streamlines our transactions' process. It also puts money directly into our bank account quickly.
With any technological advance there are concerns. Of course, we encourage you to investigate thoroughly your business partners that provide you these type services. We remain vigilant to provide safeguard measures in the handling of sensitive information across these "nifty" devices.
Having said that though, we endorse the process of looking for any opportunity we can to make it easier for our customers to do business with us. Customer service is not about developing slogans and reciting the right words when your customer calls you on the phone. It's about listening to your customers, responding to their requests and needs and continually looking for ways to help them. Smartphone technology increases your ability to do that consistently and in real time.