Mobile devices, the cloud and social media are leading to huge changes in consumers’ expectations, says Digita's product manager Ian Cooper. It is thanks to solutions such as Apple Pay and Uber that we are able to stay connected with instant gratification. Consumers are now socially-oriented, design-conscious and impatient. These behaviours encapsulate the client of today so ask yourselves, are you keeping pace?
How will accountants meet this demand? The answer lies in embracing client experience and technology. The better and faster your offering is, the more likely your clients will rely on your expertise. Embrace the cloud, offer mobile services, engage in social networks and take advantage of the latest technology.
Use technology to exchange documents, access software or to set up a personal portal to share essential information. The above are accessible via a secure portal through your website or even your client’s smart phone! By using APPS, your clients are instantly alerted when any changes occur that could affect their business. You can request information with the click of a button.
The expectation for this type of service is a common occurrence with the lifestyle of today’s consumer. Make services such as e-filing simple; with a user friendly interface, a client is able to approve documents straight from their mobile device. Clients have the ability to snapshot documents then upload these via a portal. Therefore both your client’s queries and your own business needs can be dealt with simultaneously! Additional functionality will help to make your firm more appealing than the competition.
Staying relevant is a continuous process. The emergence of the millennials has developed a new work life, being more socially active, asking questions and receiving answers. Therefore you must keep them engaged and catch up to the rate of change. Be flexible with your current services and use of technology. If you’re able to exceed client expectations you’ll see increased productivity, efficiency and ultimately profit for years to come.
