Many probably do not think about how digital we have become as consumers and how this has led to us also unconsciously making the same demands both as consumers and in our professional practice. Why shouldn’t we be as digital in our professional practice as we are privately? Why shouldn’t I as a small business owner be able to act as digitally as a large company? Do we think our customers will accept a worse service just because we haven’t gone digital yet? Today, customers expect both fast and relevant service, and the way to get there is digitization.
For several years, large companies have been able to build up digital structures to be able to deliver this. On the other hand, small businesses have lagged behind considerably and unfortunately large parts of the business are still managed with tools such as Excel, the email program and paper and pen.
There has simply been a digital divide between large companies and small businesses. This article is about how the small business super app 20NINE can reduce that gap and even completely reduce the gap.
A small business super app helps you get more new customers
An important factor is to digitize and structure the work of finding new customers. After the pandemic hit, many small businesses have been forced to become significantly more proactive in their sales as in many cases incoming inquiries have dropped sharply and for many small businesses even a percentage of their customer base has disappeared.
Other influencing factors are that the competition for customers has increased significantly since the pandemic hit, and this has meant that the number of potential customers that must be processed is significantly higher today than before in order to bring in a new customer.
By replacing their Excel, email software or pad of paper as their primary customer management tools with a super small business app, you get
- Total control over your current customers, ex. customers and potential customers
- Total control over all communication that took place between you and the customers
- Fast and efficient ways of working to reach more potential customers
- Effective support to be able to focus on what matters now and not drown in information
- Greatly reduced administration and minimized risk of things falling between the chairs
- A structured and accessible alternative to Excel sheets
Constantly having access to all previous communications, all notices, orders, deals, what was said or not said, etc. means that a small company can quickly and easily deliver relevant service, in many cases actually faster than a large company. Everything from your phone or computer, regardless of where you are.
As a bonus, this frees up a lot of time that was previously spent on finding information or pure administration, i.e. you also get more time to handle more customers with the same month people – which will make your company even stronger.
A small business super app creates simple and smooth workflows
Through ready-made workflows for how to categorize your customers, potential customers, ex. customers etc. Can you easily search for relevant segments to process in your new customer processing.
Working with large lists in Excel is simply not reasonable and the risk is high that many deals are lost because it is difficult to get a focused overview of what to focus on at each individual opportunity.
Being able to effectively warm up potential customers with personal emails and then get automatic logging of those who show interest and then with a few keystrokes transfer them to warm call lists contributes to significantly better calls and a significantly better booking rate than cold calling large contact lists or even worse lists of company names and switchboard numbers.
Being able to see which businesses and customers are to be followed up every day or week from both the computer and the phone is crucial to reducing the risk of customers being lost.
A small business super app reduces the churn of existing customers
As a small business owner, you know how quickly negative customer experiences can affect both relationships and turnover – and how important both quality, relevant and fast customer service is to get customers to come back.
We also know how digital we have become as consumers and what demands it places on us as a company in the form of fast and relevant service. For several years, large companies have been able to build up digital structures to be able to deliver this.
However, small businesses have lagged behind and unfortunately large parts of the business are still managed with tools such as Excel, the email program and paper and pen.
Many small businesses therefore find it difficult to provide the customer experience that many customers have become accustomed to as private consumers. According to a report by NewVoiceMedias, “poor customer service costs businesses more than $75 billion a year,” up from $62 billion just three years ago. It is quite telling of how expectations of service change very quickly.
Furthermore, Forbes reports that “small businesses like large enterprises fail to create the experiences that are the foundation of customer loyalty”, leading to 67% of customers “frequently switching providers” – in other words – if the customer experience does not meet customer expectations, it great risk that they will change supplier.
A small business super app logs all your customer communications automatically
Being able to record all calls, call attempts, sent and received e-mails on the contact cards and customer cards is invaluable for getting control of when you last communicated or what was actually said.
Not having access to that information or having to search the inbox, excel sheet or the phone to get an insight into previous dialogues is not effective and risks making you appear uneducated or even worse that you do not care or are in control.
With a small business super app like 20NINE, which automatically logs all calls and emails, you don’t have to worry about this. Then you have everything available, on your computer or phone, and can quickly answer customers’ questions or select the right potential customers to process in a structured way.
With 20NINE, the small business super app, all this communication is logged completely automatically.
A small business super app can include all payments
If you also connect the small business super app 20NINE with your payment flow, via your bank or mobile payment provider, you get a completely digital way of working. In 20NINE, you manage communication, drive your business forward, get a good insight into what you should focus on every day, week and month and what your forecasts look like. If you also the payment flows, you also can manage all your in/out payments. Everything from your computer or phone
If you mobile payment solution or bank is not connected to 20NINE, ask them to reach out to us for a discussion. You can send them to our partner page to book a meeting.