Contracting services: how to improve the customer experience in your company

In an extremely competitive business world, be aware of a Differentiated service is essential to keep the customer loyal. After all, more than ever, what sets companies apart is not only their product or service, but rather the experience of hiring the services they provide to their clients.

As proof of this, surveys show that companies that invest in effective strategies to retain their customers obtain considerable financial benefits, since over 50% of customers are willing to pay 2% more for great service.

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The fact is that, when hiring a service, it is common for the customer to be looking for a solution to a specific problem or need. However, the experience can often be frustrating, either due to the difficulty in finding a reliable service provider, the lack of speed in providing the service, or even the lack of communication between company and consumer.

In this text, we will discuss some tips and strategies to improve your company's service contracting experience, in order to make this process smoother and more satisfying for everyone involved.

Understand who your customer is

Understanding who your customer is is essential to offer a more personalized and satisfying service, increasing the chance of retaining them and acquiring new customers. This involves understanding your needs, wants, and expectations, as well as demographic, behavioral, and psychological characteristics.

It is important to carry out market research to collect relevant information about the profile of potential clients and, based on this, adapt the service contracting process to meet their specific demands.

In addition, it is necessary to put yourself in the client's shoes and think about how they would like to be served, what their main questions and objections are, and how it is possible to facilitate the process of hiring services for them.

Mapping touchpoints

When focusing on the experience of contracting services, it is necessary to understand the moments in which the company interacts with the customer before, during, or after closing the deal.

The Called points of contact they are any place or time when a consumer is faced with your brand: a contact request form, an email or phone call, a self-service version for purchase, the closing of a contract, support, and other possibilities.

Whether online or offline, each of these points is an opportunity to create a positive customer experience and increase satisfaction with the service provided. Knowing what your contact points are and where they are is one of the principles for understanding your consumer, mapping the journey your customer takes to reach you. Remember: 68% of customers they stop doing business with a particular company because they feel that the brand doesn't care about them. This highlights the importance of creating a customer-centric culture and ensuring that their needs and expectations are met in every interaction with the company.

It is important that the company is attentive to each of these points of contact and always seeks to offer personalized, agile and efficient service, with clear and accurate information, in addition to being available to clarify or solve any problem that may arise.

Eliminate “back and forth” when hiring services

Few facts prevent a sale as much as the back and forth of contracts. The time to close the deal must be the high point of the negotiation and, therefore, it is necessary that the subscription experience be as efficient and direct as possible.

This is difficult when we think, mainly, of contracts signed with pen and paper: the transportation of documents, the visits to the registry offices, the various forms to be signed and printed... all of this represents friction when contracting services.

To solve this problem, an alternative is to invest in a solution of electronic signature, which allows documents to be signed quickly, with legal validity and without the need for trips or face-to-face contacts.

Clicksign's electronic signature platform, for example, provides a more agile and efficient contracting experience for the customer, eliminating the risk of loss or loss of documents and reducing the waiting time for the completion of the process. In addition, it is possible manage multiple documents at once, all safely saved in the cloud.

Another tip is the solution Clicksign Automation, which allows the use of a pre-assembled document, based on information filled in by the customer himself through an online form. This facility allows the key moment of closing the contract to be better used, differentiating the company in the market and generating satisfaction in the customer experience.

Learn a little more about how Clicksign Automation can be part of your business processes:

https://www.youtube.com/watch?v=6-K4IqyVqwU

How to personalize the customer experience?

Investing in personalized experiences is one of the best ways to enhance the service contracting experience. After all, each customer is unique, with different needs and expectations, and expects service that meets their specific demands.

Personalizing interactions is the new standard: 71% of consumers expect companies to offer personalized experiences, according to research from McKinsey.

To help create a personalized experience, the collection of data and information can be done, provided that you follow the principles of Information Security and the regulations of General Data Protection Law (LGPD).

The support and customer contact team also plays a fundamental role in obtaining valuable information to personalize experiences and improve service contracting. By interacting with customers, team members can collect feedback about customer needs and expectations, as well as identify strengths and weaknesses of the services provided.

Based on this information, it is possible to make adjustments to improve service and staff performance, in addition to personalizing the customer experience according to their needs and preferences.

Facilitate the use of your service or product

Maintaining an interface that not only helps but, above all, guides your customer through the buying journey is what will make the difference when it comes to improving their experience with your company.

Whether on a website, app, or even a pamphlet, care with layout and texts is essential to attract and retain customers, in addition to increasing the efficiency of the service contracting process.

It is essential that the presentation of your product or business facilitates the customer's understanding of the information, building a positive brand image and transmitting trust and credibility to the customer.

Another way to facilitate the process of contracting services is with the use of API of system integration to create more fluid experiences. With the integration of systems, it is possible to offer a smoother and more consistent shopping experience for the customer, regardless of the sales channel used.

In addition to the improvement in the user experience, the advantages of use of APIs in companies they also include the possibility of implementing a greater number of functionalities, increased productivity, data protection and flexibility in platform integration.

With a Electronic signature API, for example, it is possible to eliminate friction points and increase transaction conversion, facilitating the process of closing contracts. All of this is possible through the solution Clicksign Integration:

https://www.youtube.com/watch?v=LVUxthdJ7e8

Now it's time to get your hands dirty and map out how your company can improve the service hiring experience!

How about starting by redesigning the way you sign and manage your contracts? Click here to speak to an expert and understand how Clicksign can help your company to offer a unique experience when hiring services!