The need for a quick response to achieve a “one-click” moment which the Internet is used to, is changing the business sector and how it provides customer support.
The ease of communication provided by the internet and the media, such as Twitter, has reduced the traditional support offered by telecom companies. The fact that traditional support – phone calls and SMS texting – is decreasing, does not mean that this is happening with the number of requests for help. It is quite the opposite.
What users hope to be able to do is to get a response without having to make a call or write a message. The growing number of users trying to solve their problems at the very moment they appear serves as a warning for companies. These companies awake today to the urgent need of adapting their service to the new characteristics of their, already, or future clients.
Companies that have realized this need get in a phase of adaptation to the digital era, safeguarding the importance of improving the quality of the services they provide. The operators are faced with a constant challenge, with the increasing competition that exists in the market. A company has to go beyond what is its specialty, to stand out from its competitors, in order to win more customers and consolidate the relationship with those that already are their clients. Moreover, the results that have been obtained with the mobile-ready applications developed by the operators are proof of how important it is to evolve in the sector, and the importance of doing it now, taking advantage of this opportunity.
Customer satisfaction and retention are important to you?
These paradigm shifts have led to the need to reshape the way customers are dealt with. Customer loyalty is essential and, in order to ensure it, companies must invest not only in the service they provide but also in the way they interact and communicate with customers, providing at all stages a great user experience. This is the only way to achieve great customer satisfaction results.
In order for companies to be able to develop this concept, it is necessary to reflect on the way clients are being monitored and to interpret the degree of satisfaction they present. What is the abandonment rate on the company website? What is the cost of customer support? How long does it take to respond to a support request? The answers should be part of the retrospective analysis because it is fundamental for the company to know its strengths and points to improve. It is urgent to perceive and analyze the users and their behavior towards the brand: what difficulties do they feel when consulting the site, are they being properly monitored, do they like your service, what do they have to say about it?
How to hear your customers and provide outstanding customer support while offering the newest applications and services?
Based on users ‘behavior and suggestions, it is necessary to be aware that it may be necessary to reformulate certain aspects or to develop the service in order to respond to users’ needs and to be aware of their expectations regarding a Website and a service on the internet.
From the moment you hear what your users have to say and you analyze their behaviors, you just need to act upon it. With user guides and walkthroughs, users’ experience is changing in many ways. With them, in your website or web app, your team will be able to:
- Send welcoming messages to your visitors
- Provide contextual help through the easiest and coolest way without the need of an IT team
- Share links with your customers so they can see your guides (promote news and features)
- Reduce customers support costs
- Increase conversions and revenue