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Be Proactive With Technology
The Fear of Technology
Small business owners, especially those who started working before the internet explosion, sometimes fear that time and money spent on technology is resources being taken away from ‘core’ business areas such as design, production or sales.
Technology evangelists on the other hand, claim it as the solution to all ills. Where is the truth?
Keeping abreast of technology
It is true that customers are savvier than ever and require faster reaction times than before. It is also true that technology by itself cannot rescue a company with a fundamental disinterest in keeping its customers happy.
However, for the motivated business owner, technology can definitely help to better meet customer needs. This means exploring many different alternatives and choosing the best possible option from what is available now, not just what worked many years ago.
Be open to the market and what it needs!
The pace of technology change means that business owners need to re-evaluate their customer support systems from time and time, and see if more efficient and cost-effective systems are available. It may also mean looking at unconventional solutions and being open to new technologies.
With smart query technology, for instance, answers are displayed to the customer in real-time in a chat-like setting, so that the user always feels a sense of live service even though the answers may be coming from a database.
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