Leave No Customer Behind: 3 Ways to Deliver More Value to Customers During COVID-19
During this period of extreme disruption, many business leaders are feeling paralyzed. This panic response to sudden and unexpected change is normal, but halting sales and product development will come at a price.
The companies that are navigating their way through this unchartered territory carefully but boldly, and are discovering how they can deliver more value to customers through COVID-19, are those that will come out of this crisis even stronger than before.
This may seem like a good time to lay low, but in fact, the opposite is true. Now is the time to ensure that your customers are receiving the full value of your product, that you’re delivering more, and that you’re continuing to innovate.
How can you deliver even more value when your own organization is under stress? Here are 3 ways that you can create and implement better CX through this period of disruption.
Customer support means you have their backs
When everyone is stuck at home and struggling to use their devices, apps, and digital tools more, there is likely to be an increase in support demands and a decrease in patience. Make sure that this is an area that you have covered.
Now is not the time that you want to see poor ratings and reviews on your customer support. Instead, you want to make sure that your customers feel that they are guided, supported, and well cared for.
Check out how HP Indigo uses WalkMe to boost their customer experience:
WalkMe’s Digital Adoption Platform offers proactive and reactive guidance for customers while they are in your app or on your site. The engagement provides 24/7 on-demand support, and this can be for 100 customers or for millions. WalkMe can integrate with your support center so that the team that you love and trust is still customer-facing, providing your unique company touch, while WalkMe is streamlining questions and problems along the way.
This means that your customers will be able to onboard (train and fully utilize) your service or product practically by themselves. This reduces ramp-up time, and decreases the demand on your own support team.
“CloudCenter shows fast time to value by quickly and easily on-boarding customers and their applications. We implemented WalkMe’s self-executing steps to automatically fill in fields for sample content, letting users focus on the CloudCenter platform’s key concepts. This reduced the friction for first-time user and helped them consume self-guided training, ultimately augmenting our customer, partner, and internal training efforts.”
A little added value goes a long way
Delivering value is about more than having a great product or service. Customer retention and gaining new customers, especially when resources are limited, depends on demonstrating consistent and constantly improving value.
This means that your UX can’t rest now. If there’s an issue that customers have pointed out a million times, this is the time to fix it. And on the flip side, make sure that your customers are receiving the best elements of your service at the right times. Boost your UX to make sure that added value keeps your customers happy and their satisfaction brings you more.
WalkMe provides the insights you need to personalize the user experience and highlight your most high-value features to the right users at the right time. By clearly demonstrating your value, customers are more likely to keep coming back – and renewing.
“WalkMe enabled us to leverage some of our main features that were new to our users. WalkMe Onboarding and Walk-Thru’s let us take our users by the hand and guide them for better success in a very complex new environment. When users are not intimidated by these new capabilities, their satisfaction rises and their buying decision is much easier.”
WalkMe ensures that your customers get the best of your product with new feature shoutouts, suggestions for a “better way” to complete processes, and feature promotions that are subtle but effective.
Understand your customers to drive better results
If you could understand where your customers are happy and where they’re stuck, you would know how to make your product even better. It takes resources to try to gather customer feedback and then actually implement that feedback effectively. There’s really no shortcut to delivering more value for your customers and you need to know what’s working and what isn’t.
What if you could actually measure customer satisfaction while they were using your product?
WalkMe Insights translates analytics into actionable insights to understand exactly what customers need most. WalkMe’s in-product surveys also allow leaders to proactively measure customer sentiments to understand needs and concerns before more serious problems arise. This provides feedback while also improving the customer experience.
Customer continuity is up to you
Don’t let this crisis paralyze your organization. Your value hasn’t disappeared, but your delivery might need a makeover. Redefine your promise to your customers with better customer service, streamlined support, boosted UX, and guidance based on real customer insights.
COVID-19 is presenting a serious challenge for business, but customer continuity depends on you to innovate and utilize digital adoption to thrive. Those that do, will reap the benefits long after the pandemic has ended.