Using Technology to Deliver Better Customer Service

One of the key focuses of Cake Accounting in 2016 (and beyond) is delivering excellent customer service.

To assist, we are identifying and using technology with excellent customer service in mind. There are a large number of tools that have been developed in the last decade, some of which we are using to help deliver excellent customer service.

It should go without saying that a key part of an excellent customer experience is providing accurate and timely advice and completing compliance work within the relevant deadlines and client expectation.

That said, below are some tools that we have implemented to make our customer experience even better.

Social Media

Social Media in various forms has been around since the early 2000s, with LinkedIn being established in 2003, Facebook and Twitter available for the public in 2006 and Google+ having launched in 2007. These tools have not only changed the way that individuals interact, but have also changed the way that businesses can relate to their clients.

Social media isn’t an end in itself, but a means to communicating with clients, providing another way for people to be in touch, and for us to contact or clients, suppliers and partners.

Cake Accounting is available on Twitter, Facebook, Google+ and LinkedIn, and invite you to say hello.

Installing LiveChat on our website

An addition to the website this year is LiveChat functionality, powered by Zopim. You can test it and say hi to the team at the bottom right of the page. This gives clients and potential clients an opportunity to be in touch without picking up the phone, or sending an email. And if we aren’t available, you can leave a message and we will get back to you as soon as we can. Say hello to our team today!

Electronic Document Signatures

Cake Accounting have recently implemented Adobe Documentcloud eSign, through Xero, to enable clients to authorise documents electronically. Compared to the traditional method of obtaining client authorisation, this has already saved considerable amounts of time. With Australia Post increasing the cost of postage this year, and slowing down their delivery times, there is even more reason to have digital signatures.

For us, 2016 (and beyond) is all about excellent customer service. We will be talking about it, writing amount it, and delivering it. Please stop by and let us know how we might deliver a better customer experience to you.