The Customer Journey Goes Digital
Almost every establishment is going all out with digital marketing to attract customers. But much like in the physical world, the digital space is not all about self-promotion. It also involves welcoming and providing customers’ needs throughout their journey with the business. Today, customers expect seamless, convenient, and personalized experiences in every aspect of their lives. Digital technology plays a pivotal role in meeting these expectations and enhancing customer satisfaction. It allows self-storage companies to get to know each tenant and use online tools for personalized interactions. So what’s the digital journey like for self-storage customers?
“The Web does not just connect machines, it connects people.”- Tim Berners-Lee
Discovery
When the need arises, a potential tenant will scour the digital haystack to search for a self-storage facility that meets their needs. A business well-placed in the digital realm complete with accurate and relevant information has greater odds of being discovered. Information that matters to the potential tenant at this stage is a pin on the map, contact details, opening hours, amenities, and customer reviews.
Virtual Tours and Augmented Reality
Virtual facility tours allow potential customers to explore storage facilities remotely. These tours provide a comprehensive view of the facility's layout, unit sizes, and amenities, helping customers make informed decisions without having to visit in person. This convenience is particularly beneficial for customers relocating from distant areas.
Augmented reality technology can enhance the customer experience by allowing users to visualize how their belongings will fit into different storage units. AR applications can provide a realistic representation of space utilization, helping customers choose the right unit size and plan their storage more effectively.
Online Booking and Digital Leasing
Gone are the days when customers had to visit storage facilities in person to book a unit. Digital technology has streamlined this process significantly. Online reservation systems allow customers to browse available units, compare prices, and book their desired space from the comfort of their homes, or their offices, in the case of corporate clients.
Digital leasing solutions enable customers to sign contracts electronically, eliminating the need for physical paperwork. This not only speeds up the leasing process but also reduces errors and enhances data security. Customers appreciate the efficiency and simplicity of digital leasing, which can often be completed in a matter of minutes. Apart from reducing environmental impact, eliminating physical paperwork saves the business from tedious file maintenance and frees up space. It’s a win-win all around.
Automated Payments and Online Invoicing
Intuitive interfaces and secure payment gateways simplified the payment process. Customers can now make payments online through secure platforms, eliminating the hassle of writing checks or visiting the facility in person. Automated payment systems ensure timely and accurate billing, reducing the risk of late fees or payment errors.
Moreover, online invoicing allows customers to access and manage their account information at their convenience. They can view payment history, download invoices, and even set up automatic payments. This level of transparency and control empowers customers and fosters trust.
Smart Access Systems
Smart access systems are another game-changer in the self-storage industry. These systems utilize advanced technologies like biometric authentication, keyless entry, or mobile app access to provide customers with secure and convenient access to their storage units. This eliminates the need for physical keys, reducing the risk of lost or stolen keys and providing added security.
Additionally, smart access systems can be integrated with other security features such as surveillance cameras and motion sensors. This creates a more secure environment for both tenants and their belongings.
On-the-Go Management Using Mobile Apps
Mobile apps offer unparalleled convenience by allowing tenants to manage their storage units anytime, anywhere. Features such as push notifications provide tenants with important alerts like payment reminders or facility updates. Mobile apps also act as self-service portals that allow tenants to manage their accounts independently. They can view their rental history, update personal information, and even initiate move-outs. This level of autonomy is highly valued by customers who prefer a more hands-on approach to managing their storage needs.
Personalized Customer Service
Service tailored to each customer entails integrating customer support software with customer relationship management (CRM) systems. A CRM system is a repository of the customer’s contact details and history of interactions with the business. Such integration enables support agents to provide relevant assistance, enhancing overall satisfaction. Tailored service also means being readily accessible to the customer through their preferred communication channel such as email, live chat or over the phone. Utilizing modern systems helps establish effective customer support.
The Human Connection
By embracing digital technology, a self-storage business can deliver a more satisfying and seamless experience for its tenants. Digital tools empower customers with the autonomy to smoothly navigate through every stage of their journey with your business. However, they also expect prompt support from fellow humans as and when needed at any step of the journey. While being innovative is always good, it’s crucial not to lose the human touch. At Nitro Impact, technology and real people go hand-in-hand ensuring your customers can easily reach a reliable team on the other end of the line whether it’s phone, email or chat.