Going to the store looks a lot different since the pandemic. Instead of full service, there seems to be a shift to self-service, with many more self-checkout lanes at Target, Home Depot and even smaller stores as well. I can’t decide if this is a reaction to shoppers wanting to “do it themselves,” a shortage of employees or a combination of both.
Whatever the reason, consumers have become increasingly self-sufficient – which has affected customer-experience expectations in the commercial realm as well. Midsize and smaller players feel mounting pressure to provide the same empowered customer experience as the big guys. Some companies have turned to off-the-shelf solutions, but those don’t always work in our equipment finance industry.
So, we set about building something that would help. Enter TrailView.
We launched our TrailView Customer Service portal to help our clients modernize their customer experience. TrailView gives lenders a collaborative service space and delivers a new level of self-sufficiency to customers, who, in an easy-to-use, 24/7 experience, are empowered to perform common transactions themselves. With users needing less assistance, your customer-service employees can focus on other tasks.
Next time you go to check out and discover you have both full and self-service options, consider how empowered it makes you feel. Now ask yourself how you can further empower your customers (and staff). Your answer might be TrailView.
– Daniel Nelson, CEO, Tamarack
