Top 5 Ways Tech Companies Are Improving Customer Experience

Tech companies are at the forefront of upcoming industrial evolution. They are not just better at offering convenience with their products and services and implementing new ideas through them but they have also stood out by providing exceptional customer experience. 

As a business owner with a very small SaaS business, I believe the human experience will always sit at the core of any tech business. This is the reason the launch of any tech product is impossible without human testing.

So, what is customer experience and how are tech companies reshaping them for a better future? 

What is Customer Experience?

Customer experience is the interaction of a consumer with a business, service, or product. This starts right from awareness about the product/services, all the way to making a purchase, using the product/service, and then the post-sales experience.

So, anything that can optimize, reshape, or improve this interaction will contribute to the customer experience. For instance, tech companies have initiated online and virtual experiences for their customers with the business.

If you need any product, you look it up online, open its website, check the product specifications and features, and then finally buy it. Now, you do not have to visit the office, shop, or retail outlet to make a purchase. Even for the post-sales service, there is no visitation requirement. 

How did we come to this and how tech companies are setting high standards for customer experience? 

Keep reading, as we will explore some of the best ways tech companies are improving customer experience. 

Top 5 Ways Tech Companies Are Setting High Customer Experience Standards 

• Unbeatable Online Customer Service 

You used a product and if you were not satisfied with it, you made the visit to the customer support office just to report the issue and then seek a solution. This was a norm in the early 2000’s. Yes, you could call their customer service number but they were only limited to office timings (for instance, 9 a.m. to 5 p.m.) and availability of their agent. 

However, tech companies revolutionized this experience and shifted it completely to online. For instance, a telecom company called Xfinity, which is widely available in the US, has a strong Omni channel customer support with a dedicated Xfinity customer service number that is online 24/7. This is not just limited to Xfinity, nearly all the big tech brands today offer top-notch customer support with faster response time and 24/7 availability.

You don’t have to drive to the customer support office any longer to return a product, unless necessary.  

• Offering Customization Option

Either you liked a brand or you didn’t. In other words, brands had rigid policies, with no personalization. If you didn’t like a brand’s product or service. you’d switch without complaining. This was one of the most popular quotes back in the early 2000’s. 

Now, tech companies offer customization options for their customers. From the package, opt-in information option, and the communication channel option; the customer has the option to choose things.

For instance, if you look at the UI/UX of a website, you will come across toggles, switches, modes, and filters that are designed to help users customize their online experience. 

Similarly, the brand offers customized package options with flexible value-based pricing. This helps tech brands to retain more customers, maximize sales, and offer customers an experience of a lifetime. 

• Prioritizing the Needs of the Customers

Another way that tech companies are improving their customer service experience is by shifting their entire business model from profit-centered to customer-centric. We have observed the evolution of products, services, and tools over the years. Even big companies that are too big to fail and quite profitable are optimizing their product to match the expectations of the user. 

For instance, Apple is known to be the best smartphone and smart tech product company of current times. Just a few years ago, Apple wanted to stick to the palm size phones. Although it was doing exceptionally well in the market, customers wanted bigger phones. So Apple started launching phones in different sizes. Now you can get X, pro, and Pro Max with different features, different sizes, and different data storage limits.

Apart from Apple, many other companies are also shifting the structure, function, and experience of their product just for the sake of customers. 

• Simplifying Processes

Buy in one click. 

Call to order. 

Head on to the website to order.

We see these CTA’s everywhere. How did we come to this? 

Now that tech businesses are becoming more experience-focused, they want the consumer to enjoy the buying process. Even 10-year-olds can buy things online without facing any issues. 

This is not just limited to buying and selling. Instead, you will see this trend in information searching, product building, or design. Now, everything is drag and drop. Coding is slowly being replaced and expensive tools with more complicated working are now becoming obsolete as well. 

• Embracing New Ideas 

Tech companies are pushing the business industry to change at an exponential speed. You pick any industry and you will notice the tech revolution taking over. 

Now, businesses are not shying away from embracing new ideas. What works for one brand or company eventually becomes a norm industry-wise. 

For instance, when AI was first introduced to the public, businesses were not favoring AI integration. Fast forward a few years and now we see AI integration in nearly every business, tech or otherwise. 

Wrap Up 

Optimizing customer experience is now more important than ever and tech companies are the vanguard of this optimization. The above-mentioned ways have helped tech companies to improve customer experience and you can leverage these tips as well.