We have a term that we often use in our tech lives, and that is; “Your application is cool, but it does not talk that much!” People who are in a business of software are aware of the importance of the customers and their opinions in their crafts. They are also very well aware of the fact that the word from the customer can open up new business opportunities but can close them down with double speed.
The Question is
where to tap the right area to get the maximum out of the customer satisfaction?
The answer is its everywhere, because the product, idea, service, and support belong to the customer. We need to make sure that the process we follow in creating an idea to a viable product is actually customer focused and as the time unfolds, remain in customer focus.
Small companies have less pressure in terms of clutter created by the marketing, and thence in return they are also in a safer zone if this noise comes against them. On the other hand the big companies with a large clientele are actually making a huge leap of faith when they are dealing with customers, and without interacting with their customers.
If your product is selling good, does not mean the people like it, it can also mean that they are trying it out for the first time, because of the size of the market you are hitting is usually in billions. Several companies fall for this trap, and they usually go,”Wow! Our website got 10000 hits on the day 1 of its launch!” – And then on the day 2? Yup, it goes down 50%!
Why this does happens?
Simple, we never try to study our customers. We don’t know what makes them happy, excited, eager, inquisitive and curious? We only look what we like, and we build on this ideology accordingly.
A lot of the websites and application that fail is because of the responsiveness they don’t offer. The application does not respond to the customer when it required to. Customers hate that!
If you press a button that says “Okay to Continue” and nothing happens in return, you will be frustrated and then you will move ahead. Suppose it is a kid’s website for their educational purposes, your tolerance level will be somewhat normal, but when it is a something which is projecting you or your image to the world the simplest of error can become landslide failure – #SocialNetworking
What we are establishing here, is that we care about our customers. We know what they want, and we talk to them. We know when we say “Quality Matters”, it is not for us, and it is for our customers. Our solutions speak for themselves. The Customer seeks support all the time. So our presence for them is all the time. We cannot say that we are off on this day, this hour and are unavailable. We cannot!
We all have experienced it; what was the last time you used an ATM? It is also sort of a website isn’t it? Remote access, buttons, feedback and responses, what if, one fine day you are in an emergency and the ATM would not respond! Well you know better than us, that the dissatisfaction it creates is un-imaginable.
When “Healthcare.gov” in USA failed due to response time and load issues, the government has to say sorry to the millions of people that were affected by that failure.
We must understand that providing support means is to be there like a real person with your customer. There is no finger pointing, no blame game and no irresponsive answers. It is simply the presence that matters. Websites are the windows to the world for the businesses, and their failure means closing off that window. Even for a moment it can cause millions of dollars loss – imagine Amazon.com shutting down on Christmas! You cannot!
When your team understands your objectives and what you need to be for your customers, they will do the same for the latter. They will own customer’s pain like their own. But if your actions works against your talks and you want your team to follow your talk, they will follow your actions and eventually your team will collide!
Customer support is a human act, it does not come from learning technologies or tools, it comes from attitude, and psychology
If you can sense what the other human feels, you can make them believe you and listen to you. There is no better customer support executive then the one who puts off the burning fire at a customer’s place only using her cell phone. How do they do it? In so many words: “Attitude”.
Customer support is also how your website and application behaves while functioning, if it is too complicated, does not tell where the customer is in the application, generates confusing results and does not meet the company and social standards, it will fail. It will fail in the same manner as a support executive fails when they do not provide the proper help and assistance.
This function is the key element for a company’s success, without this the system will simply collapse. Otherwise, making it for a billion, selling it one time, and sell it for 1 dollar, can work out – but will flop eventually.