Mobile App Development, Online Security - 6 Nov 2024

How to Leverage Custom Software Solutions to Deliver Better Customer Experiences

There is no doubt that running a successful business today is more competitive than it’s ever been. And if you are not continually adapting and innovating you might find yourself struggling to grow, or even hold on to, your market share.

In this highly competitive environment, it’s not always the obvious factors like pricing or product quality that matter most. Sometimes it’s the little details that can help give you an edge over your competitors.

Businesses focus their growth strategies on price competitiveness, expanding product lines, entering new markets, or making their operations more efficient. These are all great strategies, but the problem is customer experience often gets overlooked.

Great customer experience is about more than just getting a transition. How your customers feel throughout their journey with your brand will determine whether one-time buyers become loyal brand advocates, or if they move on to a competitor.

PWC’s recent report found that 73% of customers rank overall experience as one of the top three factors when deciding to make a purchase. But here’s the kicker—less than 10% of businesses are prioritizing the digital experience. This gap opens up a huge opportunity for smart businesses to jump in and grab some market share. By investing in custom software and digital solutions, you can stand out from the crowd.

Software Innovation is Changing the Customer Experience

Custom software is becoming a major differentiator for businesses that want to offer the best possible customer experience. While off-the-shelf software might get the job done, custom software takes things to the next level with a personalized approach that focuses on your business and its customers.

And it’s not just about making things run more smoothly behind the scenes. Custom software is all about creating memorable experiences that keep your customers coming back. It helps you stay connected, build trust, and make sure every interaction counts.

Real-Time Updates and Notifications

One of the most crucial areas of the customer experience occurs after a purchase is made. As soon as an order is placed customers begin eagerly awaiting details of when their goods will arrive. A whopping 91% of people actively track their shipments, with nearly two-thirds checking the status daily. This creates opportunities for your business to not only improve your buyer’s shopping experience but to also build trust through transparent, timely communication.

With custom software, customers can get real-time updates on the status of their orders, which keeps your customers in the know and reassures them that everything is on track. They can receive notifications about every stage ¬¬—packing, shipping, out for delivery —so they don’t have to wonder when it’ll arrive. A great shipping experience is central to creating long-term, repeat customers, which at the end of the day is what every business wants.

User-Friendly Mobile Apps

Smartphones have become so ingrained in our everyday lives that we don’t go anywhere without them. With over 6.8 billion smartphone users globally, mobile apps have become a critical way for businesses to interact with their customers whenever and wherever.

While it’s true that if you already have a website you don’t need a mobile app to help customers with browsing or shopping, having one does create a much more engaging user experience. Custom-built mobile apps give you the freedom to create a truly immersive, personalized experience for your customers. From product recommendations and favourites lists to in-app purchasing options and offline access, these apps help keep customers connected to your brand anytime, anywhere, making their interactions with your business much more convenient.

Take the Starbucks app for example. Not only can you order, pay, and earn rewards, but you can also customize drinks, find the nearest stores, and even tip the barista. Plus, it keeps a history of previous orders which makes future reorders a breeze.

And if that wasn’t already enough reason to invest in a custom mobile app, just think of all the marketing opportunities they bring. Features like push notifications, location-based offers, and in-app promotions keep customers engaged and feeling connected to your brand.

Self-Service Customer Portals

Customers love knowing that if they need assistance, they can quickly find the answers they need. And that’s exactly what self-service customer portals allow them to do. These portals give customers the freedom to manage their accounts, book appointments, check order statuses, view purchase histories, and even process returns—all without ever needing to reach out to customer support.

Amazon’s customer portal is a prime example of how self-service can improve the customer experience. Through their accounts, customers can easily track orders, manage subscriptions, initiate returns, and even chat with a virtual assistant if needed.

This kind of autonomy not only makes your customers happier but also reduces the workload for your support team. Fewer calls and emails mean your team can focus on bigger issues, while customers can solve their problems faster and easier.

Personalized Software Experiences

With custom software, you can give every single one of your customers a uniquely tailored experience. From suggesting products based on browsing history to offering specific discounts based on past purchases, personalization goes a long way in building strong relationships with your audience.

Take Netflix, for example. Their custom algorithm recommends content based on each user’s viewing history, ensuring that everyone gets a personalized experience. When your customers feel like you really “get” them, they’re more likely to keep coming back for more.

You can also use personalization to take advantage of cross-selling and upselling opportunities, which is an easy way to increase your average order value without coming across too pushy. AI tools can be used to offer related products or upgraded versions of items your customers are already interested in. The result? A better customer shopping experience and increased revenue growth, create a win-win situation for everyone.

Seamless Integration

One of the biggest perks of custom software is its ability to seamlessly integrate with the other systems you’re already using. This means that your CRM is connected to your payment processors and inventory management software automatically updates your website availability in real-time, creating an environment where everything works together seamlessly.

And it’s not just about making things easier for your customers—it also streamlines your internal workflows. Reducing the need for manual updates across multiple systems frees up time and resources to focus on more important, business-related tasks, like business growth strategies and new customer acquisition.

Streamlined Customer Support

Even with the best systems in place, sometimes customers need help with a product or purchase —and no one wants to wait on hold for hours to get help. That’s where custom software can make all the difference.

Automated tools like chatbots and integrated ticketing systems can handle a lot of the most common customer inquiries, giving customers the answers they need instantly. This makes your company accessible 24/7 so even people browsing your site or making inquiries outside of regular business can access basic company and product information.

When more complex issues arise, you can train your AI software to filter requests to the most appropriate department, which helps reduce the amount of time support teams need to spend managing tickets. Automated systems can even escalate tickets as needed, so urgent cases are given priority and no one slips through the cracks. Showing your customers you are there for them by resolving issues quickly dramatically improves the overall customer experience and could very well spell the difference between customer retention and losing business.

Security and Privacy

With all the sensitive data businesses handle today, security and privacy are huge concerns for customers. People are more aware than ever of the risks involved in sharing personal information, particularly financial information, and they want to be sure that their data is being handled responsibly.

Custom software gives businesses the ability to implement robust security features. From end-to-end encryption to multi-factor authentication, custom solutions can help demonstrate to customers that you take their data security seriously. And when customers know that their information is safe, they’re more likely to feel comfortable doing business with you—which is key to building long-term relationships.

Wrapping Up

Today’s customers expect more than just a great product—they want a seamless, personalized experience from start to finish. Businesses that make the customer experience a priority are the ones that keep their customers coming back, boosting loyalty, satisfaction, and long-term success.

If you’re ready to take your customer experience to the next level, now’s the time to explore what custom software solutions can do for you.