Our users will inevitably have issues with our products. It’s the way of the software/web/mobile world. For every product we create in the hi-tech world we also have to provide a level of support. The problem isn’t providing support, its support ticket time. Once a support ticket comes in, support engineers will attempt to recreate the issue. This is a time-consuming process that involves both the customer and your staff. Often, the recreation process is frustrating for both sides leading to a negative customer experience. Optimize your … Read More
Managing digital customer experience can be a daunting task. There is so much that needs to be managed and optimized and you just don’t have the time. If this sounds like you, you need to think differently about customer experience and start utilizing different tools to help you become more proactive. The customer experience tools below will allow you to constantly gather customer feedback, maintain a single profile or source of data on each customer, and deliver a personalized experience in each channel. 8 Must Have Customer Experience Tools … Read More
In our 5th “quick ones” article, we’re honored to interview Catherine Wells, the customer success manager at Thinkific.com. Thinkific is a platform that helps people build, market and sell their online courses – without any pre-course building experience needed. With customers ranging from individuals creating an online business as an extra gig, to full-time instructor and organizations – Thinkific needs to provide a positive and frictionless experience to all different levels of technical experience and different needs. As a product that guarantees effortless course building that suits all, customer success … Read More
In our 4th “quick round” article, we’re honored to interview Helen Shaw, a customer success manager at Unbounce. Unbounce is the leading platform for building landing pages. Thanks to its easy to use interface and pre-made templates, even non-technical marketers can create high converting landing pages in no time. If you’ve ever used Unbounce, you’ve experienced how well-thought out and how much they care about their relationship with their users. Want to learn how Unbounce utilize customer success techniques through their entire user’s life cycle? Read Helen’s answers below to … Read More
A customer just signed up for your product and is giving you the chance to give him a good first impression. In that moment, you have to make sure you set their expectations high and communicate with them how your product can meet their goals. Not only does the first impression need to be a smooth experience, it should also be engaging. If they signed up, tried out your product, and never came back, you lost them forever.
Though still under-hyped, User Onboarding has the biggest impact on your customer’s Lifetime Value (LTV) and churn rate. I’ll keep it short and simple – if your onboarding process sucks, your new users will churn faster than you can say “I’ve read ‘Lean Startup’ by Eric Ries and it changed my life”. The biggest challenge of any product is convincing users they should stick around and give you a chance. Odds are against you as it is. If your onboarding process isn’t good – you’re setting your product growth up … Read More
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