Today, customer experience is more important than ever. It’s all about the customers’ perception of how your company treats them. These perceptions affect their behaviour and can help your installation business gain word of mouth and repeat custom. One tool that can powerfully aid this endeavour is a CRM (Customer Relationship Management) system. In this article we will delve into the ways Lynx CRM can enhance your customer experience strategy.

What is Customer Experience?

Customer Experience is a culmination of numerous interactions a customer has with your business. The The main things influencing customer experience are people and products.

The performance and quality of your product, coupled with the level of attention customers receive from your team, are critical in crafting an extraordinary customer experience. A CRM tool, such as Lynx, enables you to store information about your customers and their interactions with your business, providing fast, seamless and personalised service, thereby boosting customer satisfaction, loyalty, and sales.

“With Lynx, customer details, interactions and job documents are all stored in one place, enabling your team to fulfil customers’ needs quickly”

The Significance of Customer Experience

In the double-glazing industry, customer experience plays a pivotal role in the continued growth of the company. It fosters loyalty to you and creates a relationship with customers, converting them into advocates for your business. They recommend you to their friends and colleagues, leave positive reviews, and ultimately contribute to increased revenue. 

CRM and CX: An Inextricable Link

The Lynx Double-Glazing CRM provides a technology-based foundation for exceptional customer service, significantly influencing customer experience. With its ability to pull together all specific job and customer related information, Lynx can help create consistency across every customer interaction as your team are all kept up to date in real time with what has been happening.

Lynx empowers your team to take a holistic approach to customer experience. With the data that Lynx holds, you can understand your customers better and adequately meet (or even pre-empt) their needs and demands, creating a seamless customer experience.

5 Ways Lynx Can Enhance Customer Experience

Creating lasting relationships with customers and providing an enjoyable fitting experience is crucial to winning word of mouth referrals and repeat business. Lynx does this in a number of ways:

1. Engage with Your Customers

Lynx can facilitate streamlined interactions with your customers through automated, relevant, and timely communications. Remembering a customer’s previous buying history could help you win repeat custom down the line. For instance, if a customer had their front windows replaced, a timely reminder in the calendar in six months time may be the ticket to gaining the contract for completing the back of the house. 

2. Personalise Customer Communication

Lynx’s built in communication tools allows for better personalisation of customer communication, enabling better customer service. At the touch of a button customers are able to send appointment and  service requests directly to your team. From there, your admin team can manage your team  diaries and provide a prompt response using the Email and SMS messaging facilities in Lynx.

3. Gain a Deeper Understanding of Your Customers

Lynx is a repository of customer data, making it a goldmine of insights into your customer’s buying habits, preferences, and behaviour. Leveraging this data, you can formulate personalised marketing offers based on customer preferences and purchase history.

Additionally, the advanced reporting features of Lynx allow you to understand patterns within your customer base for better allocation of marketing and sales resources. Things like understanding which postcodes have the highest lead conversion rate and referral rates can help focus promotional campaigns in the right areas, reducing wasted spend.

4. Speed of Response

Lynx makes it much easier for field-based staff to communicate with customers in the way they prefer. A phone call from the car made easily because Lynx provides simple one-button dialling from the mobile CRM, a quick SMS message to reply to a query or an Email prepared in seconds with product information from a standard library. All these help build your customer relationship and trust because customers that are kept waiting are also wondering.

5. Better Service Builds Revenue

Customers are willing to pay more for a better customer experience. A PwC study reveals that many buyers are willing to pay more for superior customer service. By keeping your team’s interactions with a customer all in one place, Lynx software plays a crucial role in your company’s ability to meet customer demands. Giving your team the ability to increase efficiency, customer account knowledge, and other core customer demands in seconds, helps your glazing business to lead in customer satisfaction. 

Conclusion

For your glazing installation business to reach its full potential, you must understand your market and customers, analyse trends, buying habits, and purchase history. Then, you can use that data to inform your customers’ interactions with your brand across the entire customer journey and ensure that your responses are both up to date and timely.

While automation plays a critical role, it’s also essential to equip your customer service representatives with a CRM tool that contains a wealth of insight about your customers.

Effectively leveraging a CRM to enhance customer experience gives your company a competitive edge, resulting in increased customer satisfaction and sales.