How to Use Technology to Improve Client Communication

Over the last few decades, technology has become both a boon and a burden to society. On the positive side, friends and relatives worldwide can chat face-to-face with just a few taps on a screen.

Adaptive technology makes medical care and physical rehabilitation more powerful than ever before, but the downsides of technology are stark. In February, the FTC reported that 2023 was the first year in which American consumers lost over $10 billion to fraud, mostly in the form of investment scams. As is the case with many other things in life, the impact of technology depends largely on how you use it.

Technology can be a great asset for bookkeeping firms in improving client communication. Below are our best tips on how to ensure that technology helps client communication instead of harming it.

Don’t overdo the bookkeeping firm client technology

One of the most common ways we see technology have a negative impact on business professionals in every field is overuse—too many web portals, apps, account logins to remember, etc.

Studies show that the average internet user has anywhere from 80 to 240 different online accounts. In fact, you might stand out as a service provider if you’re able to set up new clients with fewer apps or account portals than they might have expected.

Consider leveraging a comprehensive accounting practice management software suite that handles multiple functions within your project engagements, including client communication. Using one straightforward, easily accessible tool or app that includes communication technology will be a breath of fresh air for many clients who are used to filling out new account forms for every step of other services.

Have a well-defined onboarding plan

One of the best ways to avoid overdoing it with technology is to have a well-defined onboarding plan that clearly lists what each side is required to do at every step of the engagement. If you already have a thorough onboarding plan for clients, make sure to review it periodically.

It’s likely your service will change slightly over time, and these changes should likewise be reflected on your onboarding process.

If you’re creating a new onboarding checklist for your bookkeeping firm, we suggest following these tips:

• Automate whenever possible. From autoresponder emails to forms that can be completed with just a few taps or clicks, ensure your onboarding plan takes advantage of your technology’s ability to automate.
  
• Get to know your client. Most firms offer some kind of checklist or questionnaire that new clients are asked to fill out. Remember not to overwhelm them or make it too long, especially if these forms are sent in addition to legally required documents.
  
• Set expectations early and often. Make sure you are very clear about what you’ll do when you’ll do it, and what will be required of your clients. Even if it feels like you’re oversimplifying things or sending too many reminders, your clients will appreciate you taking the time to ensure they stay in the loop.

Create a process to consistently gather feedback with technology

These tips are all valuable and might help your organization improve its client communication. But how can you tell if they are actually helping your communication tactics?

While there are a number of different methods that might get results, the most straightforward way is to simply ask! As long as your request is done in a convenient, respectful manner, most clients won’t mind providing their input on the way you communicate.

Too many firms only take time to solicit feedback when they think of it, or when they have a particularly good result with a client. The key to more success with client communication feedback is to make gathering feedback a consistent process with a defined set of steps to complete. Take advantage of the many software tools available to help you gather feedback, from basic options like Microsoft Forms to premium choices like SurveyMonkey and HubSpot.

If you set them up properly, you may be able to almost completely automate the process of gathering feedback and other related workflows, giving you a valuable tool for improving client communication without requiring much manual effort.

Use one tool for as many functions as possible

Our final technology tip applies to more than just communication, but it can help you there as well. We suggest streamlining your firm’s technology stack as much as possible by using the fewest number of unique applications. This benefits both your internal firm and your clients by making technology less of a burden, since there are fewer different applications to switch in and out of.

One of the best ways to maximize the mileage from your technology is to make use of an accounting practice management software platform. This kind of application will help you do things like track correspondence with clients, assign tasks and notifications to team members, and stay on top of other tasks in your firm that will make client communication technology a breeze.

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