Enhancing Your Customer Journey with Tech: A Practical Guide for DIY’ers
Your customer journey isn’t something you want to make up as you go along; having a tried and tested roadmap can equal a primo experience on rails. But what tech can you utilise to help you with the heavy lifting without chaining you to a desk or coming across as robotic or impersonal? Here are my top 3 tools for supporting a customer journey (and providing you with a little more freedom!).
1. A Scheduler (e.g. Calendly, TidyCal or Acuity)
Make getting in touch with you the easiest part of doing business. Stop the constant barrage of emails with clients as you attempt to synchronise your calendars. By setting up the appointment types you need (I recommend a minimum of a discovery call, onboarding calls, offboarding, and project catch-up for most of my clients), simply send the booking link, and they pick a time that you’ve already marked as available. Just make sure you’ve linked it to your main calendar and are blocking out times accordingly (there is nothing sadder than trying to host a call when your daughter is at tap class!).
2. A Project Management System
Not everyone is ready for a big CRM like Dubsado or Moxie, but did you know Trello and Asana have fantastic capabilities to help you track where your leads or clients are in the pipeline? No more wondering who is yet to sign a contract or who needs a client welcome pack – your dashboard will tell you at a glance where everyone is.
3. Google Suite
Ah, Google. You sexy sonofabitch. Google Suite has a vast array of tools you can utilize during a client journey. Schedule emails to send, share folder resources, use Google Forms to collect information, and store responses in one central location. Google Meets might even replace Zoom for your business if you want to keep everything in-house.
I’m not here to tell you to go hardcore on all three this week. Take it slow – pick the one that will help you where you need it most. Struggling with booking times to chat? Set up a scheduler. No idea where a client is in the pipeline? Look into a Trello account – it’s free!
Bonus Tip: Have I mentioned The Onboarding Optimizer?
If you're struggling to bring order and efficiency to your daily operations and create an epic customer journey, I’ve got you covered with my brand-new digital product, the Onboarding Optimizer. Filled to the brim with my plug-and-play roadmap; an email template vault, Google Forms examples, a Trello Board with my favorite workflow suggestions, and much more. Make no more excuses about providing a less-than-stellar client experience – not with this in your arsenal.
