When margins are razor-thin, the right customer experience is the secret sauce to set your business apart from others
A great customer experience (CX) can be the difference between a client that is satisfied and one that is delighted.
The best payroll businesses know that their users are busy people who don’t have a lot of time to waste. They put systems and processes in place with this in mind.
Payroll providers face stiff competition due to the similarity in service offered across the market. This drives down margins and makes it difficult to differentiate. It puts a premium on the quality of the customer experience, as contractors are more likely to switch providers in a heartbeat if they are not satisfied with their current experience.
Understanding what the key elements of a good contractor experience are is essential to increasing your business’ chance of being successful in the market.
Read on to learn more 
What do contractors want?
There are a lot of payroll services out there vying for the attention of contractors. So, what sets one apart from the others? According to research, the ideal payroll service for contractors should be fast, accurate, convenient, and intuitive. Speed is important because contractors often have tight deadlines to meet. They need a payroll service that can turn around payments reliably so that they can get back to work without worrying if that next paycheck hits their account.
Workers will naturally gravitate to the providers that tick all the boxes, and they will likely recommend these providers to other contractors. Speed is key when it comes to communication and processing data. Accuracy is important so that there are no mistakes in the calculations and the payments are always on time. Convenience is important so that the contractor can easily share their data, hours, and expenses with their payroll provider. Intuitive processes are important so that the contractor can easily understand how to use the service, and how to get the information they need such as payslips.
By focusing on these four areas, businesses can make a real difference in the market and turn acceptable plain experiences into great contractor experiences, these in turn, can create a real sense of attachment and are worth raving about to friends and colleagues. When businesses focus on delivering it, they’re able to keep their clients happy, engaged, and create positive word-of-mouth.
Technology and customer service drive CX
Technology can help you streamline your processes and make it easier for your customers to get what they need. But it’s customer service that will make them feel valued and appreciated. Excellent customer service is responsive, helpful, and friendly. It goes above and beyond to solve problems and make sure that customers are happy. When you pair excellent customer service with smart technology, you create a winning combination and positive brand reinforcement that will keep your customers coming back for more.
Even more benefits
Building a great customer experience is essential for any business that wants to compete in today’s payroll market. Not only does it generate higher satisfaction rates, but it can also lead to significant cost savings. One of the most important benefits of a great user experience is that it can reduce the number of enquiries to your customer service team. By making it easy for contractors to login and use the contractor portal, submit their expenses, and find the information they need, you can reduce the number of calls and emails that your team needs to deal with. This frees up time that can be spent on more important tasks, such as working on long-term goals or refining the service strategy.
And it’s a wrap…
My Digital software is built with you and your clients in mind. We make it easy for you to create great customer experiences. From the smooth onboarding process to fast and accurate payments, we’ve got you covered. Our intuitive contractor portal and world-class helpdesk support make it easy for you to service your customers in the best possible way. We don’t just want to help you pay your contractors, we do everything that software can do to ensure they are delighted with the experience when dealing with your business.
Learn more on how we do it in our recent blog post here
and don’t just take our word for it… check what our existing customers are saying here
