Despite your best efforts to create top-notch products, users may still get confused about how to use them. Follow this guide on creating help content that won't cost you customers.
Help content is often one of the last resorts for frustrated or confused users when deciding whether to continue using your website or application or give up on it. Here are seven tips for a writer, developer, product manager, or business person who wants to create great help content in order to make sure users stick around.
1: Get to know your user
2: Write for frustrated users
3: Get right to the point
4: Be organized
5: Test before you publish
6: Don't throw off the user's groove
7: Keep content fresh
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Showing posts with label customer service. Show all posts
Showing posts with label customer service. Show all posts
Friday, 12 February 2016
Thursday, 28 January 2016
Wearable Technology and Customer Service: 10 Innovative Examples
Remember watching cartoons and movies as a kid and seeing all of those awesome tech devices and wishing you could have one (or two, or all of them)? Well, the future is now, as wearables are becoming more mainstream and technology advancements are made every day. And, consumers are paying attention, as PricewaterhouseCoopers (PwC) reported in their Consumer Intelligence Series, The Wearable Future report: 53% of millennials and 54% of early wearables adopters say they are excited about the future of wearable tech, including the potential benefits of improved safety, healthier living, and simplicity and ease of use. PwC also found that 72% of people find it very important for wearable technology to improve customer service, and 76% of busy parents want wearable tech to make shopping a more pleasant, efficient experience. Similarly, 50% of millennials say they would be strongly motivated to don a wearable if it “has apps/features that reward those who frequently use it.”
The capabilities of wearables are just beginning to emerge for retail, enterprise, and consumers. While their sales are not expected to compete with those for smartphones and tablets for some time, their impact on technology is far greater. As Multichannel Merchant points out, wearables “will become the interface between body, apps, data, and last not but not least, services. This creates the opportunity especially for local retailers.” Wearables have the ability to collect personal information such as biometric data, location data, spending data, and more. Scott Bauer, PwC’s U.S. retail and consumer practice partner and omnichannel leader imagines wearable technology will “shift retail conventions as retails will be able to connect the dots between pre-store and in-store behavior, and reach a new level of interconnected retail. How consumers pay for purchases and interact with the retailer while in store is expected to be radically redefined by wearable technology and retailers cannot afford to ignore the impact it could have on their bottom line.”
But, wearables will not just impact retail and its customer service. We have found companies that already are utilizing wearables to impact the enterprise, as well as those that are piloting wearable programs to impact customer service, customer satisfaction, and the customer experience. These innovative examples (and possible examples) of wearable tech in customer service are inspiring, and we share them below so that you can get inspired, too. The possibilities for wearables are potentially limitless, and it’s just as exciting now as it was when we were watching those cartoons and shows all those years ago.
Read the full post
The capabilities of wearables are just beginning to emerge for retail, enterprise, and consumers. While their sales are not expected to compete with those for smartphones and tablets for some time, their impact on technology is far greater. As Multichannel Merchant points out, wearables “will become the interface between body, apps, data, and last not but not least, services. This creates the opportunity especially for local retailers.” Wearables have the ability to collect personal information such as biometric data, location data, spending data, and more. Scott Bauer, PwC’s U.S. retail and consumer practice partner and omnichannel leader imagines wearable technology will “shift retail conventions as retails will be able to connect the dots between pre-store and in-store behavior, and reach a new level of interconnected retail. How consumers pay for purchases and interact with the retailer while in store is expected to be radically redefined by wearable technology and retailers cannot afford to ignore the impact it could have on their bottom line.”
But, wearables will not just impact retail and its customer service. We have found companies that already are utilizing wearables to impact the enterprise, as well as those that are piloting wearable programs to impact customer service, customer satisfaction, and the customer experience. These innovative examples (and possible examples) of wearable tech in customer service are inspiring, and we share them below so that you can get inspired, too. The possibilities for wearables are potentially limitless, and it’s just as exciting now as it was when we were watching those cartoons and shows all those years ago.
Read the full post
Wednesday, 21 January 2015
10 Social Media Customer Service Tactics You Must Implement During 2015
In online terms, social media customer service is a low hanging business fruit and an area where you can steal a march on your competitors during 2015.
Usually around this time of year, I write about those online marketing trends that I expect to feature heavily during the following year. However, this year I’m changing the focus to social customer service, where customer expectation is not being met by the majority of businesses. It’s worth noting that social customer service activities double as some of the best online marketing tactics you could employ.
The following are 10 social customer service tactics that I recommend all businesses must implement during 2015:
#1. Listen to and monitor online conversations
#2. Identify the correct tools
#3. Develop a cross channel strategy
#4. Develop clear guidelines
#5. Develop self-service content
#6. Define response targets
#7. Monitor your competitors and industry
#8. Understand message and manage conversations
#9. Create a social customer service handbook
#10. Analyse the data
Read the full post
Usually around this time of year, I write about those online marketing trends that I expect to feature heavily during the following year. However, this year I’m changing the focus to social customer service, where customer expectation is not being met by the majority of businesses. It’s worth noting that social customer service activities double as some of the best online marketing tactics you could employ.
The following are 10 social customer service tactics that I recommend all businesses must implement during 2015:
#1. Listen to and monitor online conversations
#2. Identify the correct tools
#3. Develop a cross channel strategy
#4. Develop clear guidelines
#5. Develop self-service content
#6. Define response targets
#7. Monitor your competitors and industry
#8. Understand message and manage conversations
#9. Create a social customer service handbook
#10. Analyse the data
Read the full post
Tuesday, 19 February 2013
10 Platforms for Obtaining Customer Feedback
To keep an e-commerce store running at peak-performance, merchants need to pay attention not only to analytics, but also to customer feedback. While analytics are a good starting point for figuring out which site elements need to be revamped or tested, customer feedback gets straight to the point by telling merchants exactly what a site visitor liked or disliked about their shopping experience. This type of insight can be used to quickly implement adjustments to a Web store in order to optimize the user experience.
There are many ways that merchants can obtain feedback from their customers, from social media to surveys and forums, which is why Website Magazine has compiled a list of platforms that merchants can leverage to gain insights into their customers’ shopping experiences.
Tuesday, 7 August 2012
10 Steps to IT Transformation
A few years back, EMC's own IT organization embarked on a journey of fundamental transformation.
No longer content with incremental improvements, the decision was made to refashion themselves into an internal IT service provider, and leave behind the traditional enterprise IT construct.
The story of their transformation -- motivations, challenges, successes and lessons learned -- has provided extremely useful insight for many hundreds of EMC's customers and partners. Yes, every IT situation is different, but time and time again we've seen that there's plenty that can be learned from their efforts.
Recently, they published a very insightful whitepaper: "An IT-As-A-Service Handbook: Ten Key Steps On The Journey To ITaaS". I think it does a superlative job of outlining the crucial steps needed to get organized and start to make progress.
While no recipe is perfect, once again there's plenty to take away from their experience and perspectives.
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