The number one way to impress your bookkeeping clients? Deliver a first-class customer experience.
As obvious as that may sound, it’s worth exploring the data and psychology behind it.
“Customer Experience is the New Battlefield”
That was the conclusion of several surveys by Gartner, one of the world’s premier research firms. The surveys, done in 2015, revealed that by 2016, 89% of companies expect customer experience to be their main competitive arena (just think of what that figure is today).
To put it in Gartner’s words, customer experience is a ‘durable competitive advantage.’ In a service-oriented business like accounting, CPAs and bookkeepers must understand this undeniable reality: the customer experience can make or break their business.
In order to deliver an awesome customer experience, you’re going to have to do most of the heavy lifting. But don’t fret! Biller Genie is here to give your business a heavy dose of (perfectly legal) steroids.
Here are three ways Biller Genie can help turbocharge your customer experience.
#1 Give Your Clients the Smoothest Payment Experience EVER
Let’s be frank—most of your clients secretly (or not so secretly) hate receiving invoices. If it were up to them, you’d continue to do the amazing work you’re doing, but free of charge.
Unfortunately, that’s not possible. The next best thing, then, is to deliver a smooth, seamless payment experience that is both convenient and courteous—not only for your clients, but for your business. After creating an invoice, all you have to do is set your invoices and let Biller Genie do the rest.
Our Automated Invoice Messenger will send your invoices, payment reminders, and thank-you notes once payment is received.
And all your clients have to do is log in to Biller Genie’s Branded Customer Portal. This is a ‘one stop’ portal where they can pay invoices, view their complete payment history, and even set up automatic, recurring payments. Your clients can use a connected device to pay from anywhere, and have the option to use a credit card or ACH to make payments.
With Biller Genie, you’ll create a payment experience so smooth, some of your clients might even look forward to paying you.
#2 Give Your Clients More Bang for Their Buck
Imagine one day you head down to your local fast food joint and order your usual burger and fries. Only this time, they throw in a milkshake at no additional charge. How would you feel about that overall experience? Probably pretty darn good!
Biller Genie saves you time so you have the opportunity to go above and beyond for your clients more often. Instead of spending hours on mind-numbing admin work like sending out invoices and reminders, you could use that time to provide added-value for your clients.
To put this in a simple (non)mathematical formula:
Biller Genie = time saved = extra value for your clients = awesome customer experience = happy, repeat customers.
#3 Give Your Clients 100% Certainty They Are Dealing with a Professional
Accounting is a professional industry, and your clients’ expectations reflect that. Viewing you as a professional is central to their entire customer experience—if they think otherwise, it’s only a matter of time before they go searching for a new accountant, bookkeeper, or CPA.
In this aspect, think of Biller Genie as giving your business that little boost to take your professional image to the next level.
First, consistency. The Automated Invoice Messenger means you’ll always send your invoices on time and on a steady schedule. The last thing you want is for your clients to think of their bookkeepers as tardy and erratic.
Second, your brand. Your professional image and your brand identity are inseparable. Big businesses realize the importance of branding in creating recognition and building credibility, which is why they stamp their logo in all the right places. Biller Genie makes sure to put your company logo front and center—not just on every invoice, reminder, and thank-you note—but where your clients pay on the customer portal as well.
Given how vital cultivating a professional image is for CPAs and bookkeepers, don’t settle for anything less. Use Biller Genie so your clients know with 100% certainty that when they deal with you, they are dealing with a professional.
An Amazing Customer Experience Keeps Them Coming Back for More
When it comes to the value of customer retention, studies show that depending on industry, acquisition is 5 to 25 times more expensive than retention. If you’ve been a practicing CPA or bookkeeper long enough, you’ve already seen it first-hand.
And there’s nothing better for increasing your client retention rates than wowing them with a top-notch customer experience.
Let Biller Genie help you deliver that experience. Accountants, CPAs, and bookkeepers everywhere are already spreading the word—which is why Biller Genie is the latest recipient of the 2019 CPA Practice Advisor Technology Innovation Award.
Find out for yourself what the hype is all about—sign up for your free account today.