EOFY time for a fresh start?

Ways to make improvements

Analysing and evaluating existing techniques and systems

Analysing and evaluating processes and techniques that are already in place is one of the best ways to learn and make improvements. Business owners, councils, organisations and public sector departments can utilise measures such as auditing, analytics and performance monitoring to highlight strengths and weaknesses, identify processes that are long-winded or overcomplicated and outline errors. Once you are aware of potential issues or shortfalls, you can work to address these problems to eradicate mistakes and create faster, more efficient and more cost-effective solutions for the year ahead.

Investing in technology

Technology plays an increasingly influential role in the way businesses and organisations operate, but there are many companies and bodies that are not currently taking advantage of innovative tech and cost-effective, convenient systems. Identifying investments to solve problems, speed up processes and enhance customer experience can make a hugely positive difference.

One important example of using modern technology to benefit employees, customers and clients, and organisations as a whole, is web chat software. Web chat software provides incredible benefits for local authorities, businesses, public sector operations, charities, educational institutions and public service providers. Statistics suggest that 75% of people prefer live chat to other communication platforms.

Key advantages include:

• 24/7 support via chatbots
• Seamless transition from chatbots to human beings in cases where clients or customers need additional help or specific information
• Cost reductions
• Improved customer satisfaction
• Responsive customer support
• Seamless integration across multiple platforms
• Improved communication and engagement with customers
• Access to customisable web chat software to provide personalised experiences
• Easy access to useful information and advice, saving valuable time for teams and clients
• Utilising feedback

Collecting customer feedback is incredibly valuable for organisations of all kinds. Reading reviews, carrying out surveys and polls and asking clients to rate services can provide useful information to improve services, address problems and complaints and provide a better experience for customers. Take the time to read comments and responses and sift through reviews. Note down positives and negatives and pay particularly close attention to issues that are flagged multiple times.

Customer service is a driving factor for clients who leave feedback and reviews. If you receive complaints or negative reviews due to poor customer service, improving access to customer support through options like 24-hour helplines and live chat software and providing staff training can help.

Taking inspiration from others

Organisations and businesses can learn from others. It is beneficial to monitor competitors and companies or authorities that have similar roles in different cities, countries or continents. Take inspiration from success stories and try to spot new and emerging trends that are relevant to your business or department and your primary objectives.

Making a fresh start: Top tips

If you have decided that it’s time to make a fresh start as a new financial year approaches, here are some top tips to make new processes and systems work for you.

Communicate with customers and clients

If you are making changes to the way you operate or the way you interact or engage with customers, let your clients know. Provide updates via your website, social media channels or company blog and provide information via email. If you are introducing live chat software, or you’re adding additional helplines, which operate during evenings and weekends, for example, your customers need to know so that they can take advantage of the services open to them. Explain what is changing, why it’s beneficial and how to utilise the new services.

Update your team

Whether you run a business, you offer public services or you are part of a local authority or housing association team, it’s critical to make sure that employees and colleagues are aware of any changes you plan to make. Arrange meetings or virtual calls, provide detailed explanations in emails and update your website. In some cases, training may be required to ensure that employees are able to make use of new systems or programs, for example. If this is the case, make sure you provide access to the relevant training and let staff members know that courses or sessions are available to them.

Plan ahead

Planning in advance is an effective means of overseeing a smooth transition to new technologies or ways of working and it can also reduce the risk of teething troubles and disruptions and delays.

Capitalise on tailored services and solutions

There is no one-size-fits-all solution for organisations that are working towards implementing changes or making alterations to improve efficiency, streamline budgeting, accounting and spending processes and strategies and enhance customer experience and engagement. Look for options that can be tailored to the needs and objectives of your company or body. In the case of web chat software, for example, you can benefit from customisable templates and settings. Choose styles and themes that are relevant to the brand, collect the data that is most valuable to you and personalise the user experience.

Summary

The end of the financial year is on the horizon. It’s a hectic time for organisations up and down the country and it can flag issues and inefficiencies that make the process of tying up loose ends and budgeting more difficult. If you have decided that it’s time for a fresh start, hopefully, this guide will prove useful.