Team iridize is proud to present a site tour, recently embedded in Isracard’s website. Isracard is one of Israel’s leading credit card companies and this is a partnership we are really excited to be a part of. Go on a head to Isracard‘s website and click the little help/עזרה tab on the right hand side of the screen. You’ll figure it out even if you don’t understand Hebrew. That’s how easy we made it.
“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”.
Need help with user engagement?
Our work environment is constantly changing, becoming newer, faster and more crowded with technology. These changes, both in software and in paradigm, affect every aspect of every profession in every industry. In many cases the employer’s role in skill-set-updating is critical because many individuals will not be exposed to technological innovations outside their work environment.
Onboarding new SaaS (Software as a Service) users requires extra care, because the service element should be highlighted from the start. SaaS applications are supposed to be easily adoptable and with a minimum learning curve. Another reason adoption is critical for SaaS is because the field is highly competitive and a successful onboarding process is an essential part of outshining the competition.
While it goes without saying that your SaaS’ usability is a determining factor in its success, onboarding does not necessarily relate to features in your service, rather to the initial user engagement. So how do we optimize the onboarding experience for new SaaS users?
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.
We’ve updated our Iridize vs. WalkMe review
Since we are often asked about the differences between WalkMe and Iridize, this post is an effort to provide you with an objective source of information about WalkMe vs. Iridize on-page guidance solutions.
Our approach is simple: We list the advantages and disadvantages of both WalkMe and iridize so that you can form your own opinion (though we are certainly more than happy to answer any questions you might have about WalkMe or iridize).
- WalkMe provides a feature-rich and fully-customizable walk-thru service that includes a welcome screen, auto-start and rich media capabilities, and branched walk-thrus.
- WalkMe offers an easy-to-use editor that enables users to create walk-thrus without any programming knowledge.
- WalkMe offers an analytics platform that allows their users to track the walk-thru usage statistics.
- WalkMe walk-thrus can support multiple languages.
- WalkMe offers turnkey project and professional services to help their clients create and manage their walk-thrus.
- WalkMe’s editor extension only works in the Firefox browser. WalkMe’s editor is not compatible with the Chrome, Safari, and Internet Explorer browsers.
- WalkMe’s prices are significantly higher than any of its competitors. WalkMe also charges $100/hour for its professional services and thousands of dollars for its turnkey project services.
- Iridize provides a feature-rich and fully-customizable walk-thru service that includes a welcome screen, auto-start and rich media capabilities, and branched walk-thrus.
- Iridize’s walk-thrus include a variety of usage rules that enable our clients to control when different types of users will be shown the walk-thrus.
- Iridize offers an easy-to-use editor that enables users to create walk-thrus without any programming knowledge. The Iridize editor is compatible with all modern browsers.
- Iridize offers an analytics platform that allows their users to track the walk-thru usage statistics.
- Iridize walk-thrus can support multiple languages.
- Iridize’s prices are lower than WalkMe’s.
- Iridize offers unlimited turnkey project and professional services at no additional cost to help our clients create and manage their walk-thrus.
- Iridize offers more than one type of guide (ex. on-page wizards, tips, and site tours)
- Iridize’s editor is not as user-friendly as WalkMe’s editor (which is why Iridize provides unlimited turnkey project and professional support services at no additional cost).
- Iridize is a smaller company than WalkMe with fewer resources at its disposal.