User Engagement

How to Eliminate Online Customer Frustration and Confusion

This may come as a surprise to many readers, but customer confusion is a very real thing. When we talk about customer confusion and frustration, we are referring to the state of mind someone enters when being overwhelmed with information of a similar or identical nature. When encountered with several similar products or services, it is much more difficult to make a rational choice between them, because it comes down to nuances.


This is a common problem for eCommerce businesses and SaaS providers. The challenge to find a good differentiator from the competition is a tough one. Customer confusion leads to frustration, cart abandonment, postponing the purchase, delegating the action to someone else.


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Increase Call Center Efficiency in 4 Simple Steps

When it comes to increasing call center productivity, the common practice is to measure call length and encourage support analysts to lower each call time. The logic behind this is that shorter calls free up the support staff to take more calls, thus improving the call center’s efficiency by addressing more customers’ complaints.

But in fact, this practice may actually have the opposite effect on your customer-base: short calls often leave customers unsatisfied, feeling their needs were not addressed. This may lead to more calls, which means you haven’t achieved your main goal.

Instead of putting all your energy into decreasing call lengths, consider focusing on finding alternatives to support calls within the organization. Optimize your support staff’s time while they are on the call.


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Enhance your Customer Service with Social Media

We’re delighted to share a guest post by Nunzia Falco Simeone – Marketing Manager at Deskero.

Interacting with customers on social media carries a lot of opportunities for brands that need to build a stronger relationship with clients by understanding their needs and habits. Facebook, Twitter & Co are becoming an essential way for customers to communicate with businesses, so now they represent a viable component of customer service experience.

So, how can brands use social media to improve their customer service?

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How to Increase SaaS User Conversions from Free Trial to Paid Plans

There is a fantastic debate going on about which free-plan is better for SaaS –Freemium or Free Trial? The decision should be based on the type of service you provide, the type of users and the user-base size you are aiming for. The Freemium model aims for a very large user-base and is best suited for a simple service, probably a B2C service. You can read more about increasing SaaS user conversion from Freemium to paid plans. Free Trial services usually market a service that requires more intricate onboarding and while the conversion rates are typically higher, the process is more intensive and more natural to B2B.





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Increase SaaS User Conversions from Freemium to Paid Plans

Prepare to be surprised: there is no binary answer to the multi-million dollar question “which is better for SaaS – freemium or free trial?”. How so? The short answer is: it depends on the nature of your service and on your user-base. While it is up to you to decide which is more suitable for your needs, we can present you with the facts and offer you some hard earned insights on how to optimize your free-to-paid conversion rates.


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New Ways to Reduce Incoming Customer Support Requests

Customer support has been coming under more and more scrutiny lately. It is one of the primary indicators users turn to when evaluating customer service (although Billing and Refunds are also up there).



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How to Encourage and Improve Online Booking Services

In an age where people book hotel rooms from their phone during a lunch break, email booking is no longer enough. Hotels, spas, resorts, cinemas and theaters are gradually becoming aware of the need to update their marketing/booking strategy to a new, integrative plan that will span the right online and mobile channels.

Expanding online engagement in the hospitality and entertainment businesses will is an inseparable factor in increasing direct booking.



But the integrative online engagement strategy needs to be tied well together. Here are some ideas on how to cultivate user engagement:

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Awesome Ways to Improve Online Customer Service

“Businesses are losing up to $62 billion per year through poor customer service”

Shep Hyken, Forbes

Is your mind boggled by that figure yet? It should be. Primarily because according to Salesforce, less than 25% of customers complain when they have an issue. Another common statistic is that 70%-90% of customers don’t even complain. The math is easy: most customers require far less attention and resources than commonly assumed and not giving it to them is wasteful and easily avoidable bad business.





Today’s users are demanding, impatient and making up for years of not being able to voice complaints about bad customer service. It’s the Age of the Customer and if anyone needs a memory jog – what’s the first thing that comes to mind when you see the words “United” and “guitars” in the same sentence?


Online services (most notably but not exclusively SaaS) have two prominent advantages over offline SMBs: technology – enables communication through multiple channels and with use of various guidance and online help methods; speed – answering by tweet or email is far quicker than leaving a voice mail and hoping for the best.


Provide Proactive Assistance and Support

It sounds trivial, but it isn’t. Social platforms are visibility, especially for service providers. As aforementioned, we all know what United does to guitars. Your social media pros aren’t versed in customer service and they need to be.


It wouldn’t hurt to integrate between your Social Media staff and the Customer Service department for effective employee training  the former have to understand the grueling process that entails seeing a customer complaint through and the latter have to internalize the speed with which today’s users are accustomed to having their needs met. Marks & Spencer increased their multichannel sales by £300 to £500 next year. Sales, which require pro-activity, pitching and onboarding. Just imagine how much can be saved by simply responding to customers through multi channels the right way.




Bots are Trending for a Reason

Online tools are often quicker and more efficient than getting on the phone with a support analyst, especially if the issues are minor ones. Add to that the fact that Millennials prefer written communication to the spoken one and you should start looking at online services.


Live chats are a good start and so is contextual help. Be the first one to put up a series of YouTube video tutorials about your services and have your analysts browse unofficial help forums so that even if your users are looking for help outside your brand’s online environment, they should still see your brand in online help contexts.


Pay Close Attention to Knowledgebase Searches

When people get stuck, they usually look for the little question mark or help icon. Every one of those clicks is a wealth of knowledge and information about what they didn’t find, which of their needs weren’t met and why they are considering defecting to the competition as we speak.

You can harvest this information by tracking knowledgebase searches, to find out what your customers are looking for. First and foremost, provide knowledgebase articles that correspond with these searches. That can reduce the immediate frustration that comes with not even finding the anyone to help you. Following that, group search topics like you would feature requests, and consider whether they are in your customer service “roadmap”.


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Online Customer Support Strategies: How to Increase Self-Service Adoption

The subject of self service adoption has been gaining more and more momentum lately. Self service is no longer restricted to pumping gas or supermarket checkout: today this term applies to any form of customer support users can get through their own actions.


Many service providers are discovering the benefits of self service. The chief advantage is lowering customer support costs and saving valuable employee time. It is, however, important to remember the role of self-service in empowering users toward better use of your technology and a more profound understanding of how to navigate the UI.


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Training and Instruction in The Age of Usability

Most of your end-users probably have a gmail account. They have probably been upgraded already to the clean, icon-centered Windows 7 or the snazzy Tablet-styled Windows 8. They may or may not own an iPod/iPad, or any other Apple product but they most likely have an ebay/Amazon/Etsy/Pinterest account. I’m not even talking about Facebook. The point being – over the past few years, your users have gotten used to smooth, shiny interfaces, a minimum amount of clicks and actions within a single workflow, less buttons and let’s face it – less words.


This presents a remarkable challenge to the world of training and instruction, which is rooted in the written word, in the the constant strive for eloquence and in the struggle to break down into words a piece of software built and designed by someone else. Writers and training professionals are faced with the need to deal with what may be conceived as the dumbing down of end-users. There is less tolerance and patience toward complexity in this world of 3-colors-2-buttons-no-scrolldown. Granted, intricate products will always require a multi-step approach to instructing, but even their producers are gradually succumbing to the icon-toolbars culture and are minimizing the amount of steps between actions.


Today’s software is carefully selected by individuals and corporations not only for its powerful performance but also for the ease with which it will be implemented. Less time wasted by end users on learning a SaaS tool or a Word processor – more time for them to be actually working.

In this user experience climate, online help is also undergoing extensive transformations. Knowledgebases and FAQs are no longer enough and the amount of websites offering chat support upon initial landing has increased dramatically.

The context-sensitive online help service Iridize offers is exactly about that. We recognize the need to take the training and instruction field into its next stage and the dynamic on-page guidance tool we developed is that smooth, elegant solution for combining indispensable text with an accessible, easy to use tooltip.

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