Wazzup Pilipinas!
There’s
a kind of balancing act businesses often have to perform when it comes to
customer service.
On one side, they try to do all they can to keep their customers satisfied by addressing
all their inquiries. They can’t just focus on that though because doing so
would limit the amount of time they can spend improving their product and
service offerings.
Businesses don’t always have to choose between those two options though. There
are things companies can do that will work to both increase the rate of customer success
whenever they are using their products and services while simultaneously
improving those aforementioned offerings as well.
Don’t Waste Time and Highlight Your Main Offerings Right Away
ven though many modern professionals spend the bulk of their time online, they
can’t just use those minutes browsing aimlessly. They go to the sites they need
to visit, get their work done, and move on.
If you want your prospective customers to be drawn to your products and
services while also being able to successfully use them on the first try, you
need to put greater emphasis on your main offerings.
Make sure that it doesn’t take any potential customer longer than a minute to
figure out what they have to do to take advantage of what you’re offering. It’s
easier to get a prospect to buy in when the onboarding process is both easy and
inviting.
Address Problem Areas in the Onboarding Process
After tweaking your main product and service offerings in ways that they are
now more than accessible to anyone interested in taking a look, it’s time to
look at the data and see if the changes actually work.
From your perspective, the onboarding process may be streamlined better than
ever. However, you are still seeing things on the other side. What you’re
seeing may be completely different from what the potential customers are
experiencing and that can be a huge problem.
This is why you must take a look at the analytics to see exactly how customers
are responding to the changes you have made. You don’t even have to overhaul
the whole process just because some of your prospects are struggling.
Now that you know that some customers are encountering issues with your
onboarding system, you can steer them towards representatives who can assist
them.
Maintain a Level of Personalization Through the Use of Guided Tours
Customizing your products and services and even just the onboarding process
itself for each and every one of the people who show an interest in what you’re
offering is simply not feasible. Doing so would take too much time, and for the
smaller entities, the cost would simply be too prohibitive.
Assigning a representative to handle all of your prospects one by one is not a
realistic solution as well.
This is where you may want to look into potentially using guided tours.
Guided tours will make it possible for your prospects to receive a
comprehensive breakdown of your product and service offerings when they want
it. These guided tours are often step-by-step experiences, thus making it
easier for someone going through it to gain a good grasp of the main topic.
Depending on factors such as what the customer interacts with on your website
or what type of account that individual has signed up for, the guided tour can
also change to better address what that person may need.
Increasing the rate of customer success
and improving your product and service offerings don’t have to be mutually
exclusive. By following the tips included above, you can effectively kill two
birds with one stone. Along with the customer experience improving, your
offerings can also get significantly better by simply making certain
adjustments.
Ross is known as the Pambansang Blogger ng Pilipinas - An Information and Communication Technology (ICT) Professional by profession and a Social Media Evangelist by heart.
