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Bringing agility in sales employees for a better customer experience in crisis

1 min read

Customer Experience…the pulse of every business in the present world. It is a critical fundamental every business hinge upon and holds key to their prospects in a fast-paced, volatile business world.

In today’s uncertain work climate, businesses are facing a major crisis due to a nationwide lockdown, induced by an invisible pandemic. The situation has challenged the sustainability of many businesses and forced them to reinvent their working infrastructure to fit in a work-from-home mode.

In the wake of this crisis, it is customers who are equally affected. In a tech-centric world where customers are dependent on business services to manage their day-to-day activities, it is imperative for businesses to ramp up customer experience efforts in order to stay connected with customers in difficult times. It is during these times that the true nature of a business becomes evident. So, businesses cannot throw caution to the wind, as the voice of a customer continues to get louder day by day.

To deliver the best possible customer experience when the odds are against them, businesses have to come up with a proper crisis management plan. Serving as many customers as possible with minimum friction is the need of the hour. This will fuel trust, loyalty and goodwill among customers.

However, to deliver good customer experience, you have to take note of your employees too. In a remote working environment, where employees are unable to physically interact with each other, businesses have to ensure that they make the best possible decisions to handle customer services better.

So, how will businesses prepare themselves for this. We find out here.

  1. Having a robust remote infrastructure: To deliver the best customer experience, it is imperative to invest in remote tools and infrastructure and provide necessary guidelines and procedures so that critical work is not hampered. Tools which enable employees to work in a collaborative fashion is necessary. A holistic touch will help employees in serving customers with warmth and empathy.
  2. Improve efficiency of remote infrastructure: Sales reps have to go through a lot of elbow grease doing mundane tasks. Such tasks sap out the energy out of the employees and hinder their efficiency. Implementing artificial intelligence and machine learning into remote work structures can help cut the petty tasks and increase workflows of the organization. Choose a conversational AI system that matches the infrastructure of your business.
  3. Implement business models that prosper: Just like artificial intelligence will give a zest to the work infrastructure of your sales employees, similarly inducting cloud-based analytics and CRM technologies will help in better engagement with your customers. There is no need to go on a spending spree to scale up your business while working remotely. As long as analytics support your business platform, you are good to go firing on all cylinders.
  4. Automation is the key: Manual working is too passé nowadays. To have a leg up in the competition game, you have to bet on automating your workflows as rapidly as possible. Front-end, back-end and invoice reconciliation processes need to be injected with automation pills so that they run on autopilot with minimum human intervention. This will iron out any gaffes in the work system and enable the smooth running of the business.
Sumit Mondal Content Analyst at Square Yards.
Sumit Mondal Content Analyst at Square Yards.

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Square Yards is the leading platform for home buyers across 10 countries. Our cutting-edge technology empowers consumers with credible data, inspiration and knowledge, while connecting them with in-house experts who hand hold them from the start of their home search till property handover.

We serve the full lifecycle of owning and living in a home: research, due diligence, selling, financing and more. It begins with Square Yards’ deep relationship with over 500 top developers and our home loan company Square Capital’s partnership with over 90 banks and NBFCs. A team of 2,800 experts power our award-winning services which have delighted more than 35,000 customers already.

Square Yards started its journey in 2014 and is headquartered in Gurugram, India.

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