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Improving the contactless customer experience

As concerns around public health and safety continue to rise, so does the popularity of contactless service. In fact, it’s highly likely that consumers’ appetite for no-contact support will persist post-pandemic. Business owners need to take this seriously, because rest assured that customers are paying attention to how your business has adapted practices and procedures to ensure their safety.

Some businesses are already well on their way—having implemented technologies and new ways of working to support customers virtually and limit physical interaction. No matter where you are in the journey, the following tips and tactics can help you improve the contactless customer experience in your business.

Make a plan

Any major change to a business requires proper planning. To start, be sure to map out every touchpoint in your client experience—from initial introduction to your business through product or service delivery. This allows you to view client experience in its entirety, and then adapt points of interaction to support a lower- or no-contact encounter. Your plan can also serve as a roadmap for training staff on your company’s unique no-contact procedures.

Identify needed technologies

There are so many technologies that accommodate virtual services and support. For example, if you typically meet with clients onsite, implement a leading video conferencing tool, like Zoom or Teams, and meet with clients on-screen instead of on-site. If your business relies on clients being on premise (e.g., retail stores), implement no-touch readers to take payments or apps that allow customers to order and pay ahead of picking up merchandise. 

Create a personalized no-contact experiencePerfecting your contactless customer experience isn’t just about limiting physical interaction; it’s also about keeping your customers’ experience positive. So, be sure to maintain a level of person-alization so consumers don’t feel neglected or underserved. For example, if you offer curbside product pickup, leave a thank you note in the customer’s packaging or send a follow-up thank you via the mobile app. Be creative in how you stay close to customers without, well…getting too close.

Communicate with clients

Whatever your contactless plan, be sure to stay in close communication with your clients…always! It’s a whole new world, and while some clients prefer the no-contact approach, others may be overwhelmed by the stark change. As you proceed with planning your perfected contactless customer experience, make sure you communicate with your clients along the way to keep them in the loop with new procedures and the reasons you are making these changes.

It’s truly a whole new world. The pandemic has changed the business landscape forever, so be prepared to serve your customers in the manner they expect—which is personal, safe and secure. 

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