With two or three chapters, they give insights about how to enhance Customer Experience, and it makes me think about how I try to deliver the best User Experience when I provide solution, guidance, short training and tips to end-users.
According to my experience and all the papers I have been reading, here are five elements that compose my “Customer experience Framework“:
It may be common sense for you, but still a lot of consultants, customer support advisers or experts start by talking (and sometimes a lot) even before knowing what the end-user request is for.
By giving time and freedom to customers to express by themselves what is their issue, you get two benefits:
- by the simple action to enunciate orally, they realize this is no more an issue because they already know the solution ;
- conversely, still by enunciating a problem, they realize they have not clearly qualified the issue yet, so they are not able to provide facts and details you need to bring expected support.
=> In both cases, you have not said anything (and even less done some work) yet that customer knows they need to go deeper by themselves and contact you later… Maybe, if they are really stuck.
No matter how critical or minor is a user request: reassuring, showing positive attitude and speech will always improve the situation. Establishing this climate is important because a reassured interlocutor talks and describes their issue with a better lucidity and more accurate details.
We are at the critical point of the framework: steps before and after do not worth if you cannot solve the issue.
If its demands huge effort, a lot of time or even you are not able to predict a deadline before it is solved, tell it to the customer! The best approach is to be transparent and to provide the real current status of their request. Even if this is not good news, users (like any people) prefer knowing what is going on rather than remaining in the expectation. Moreover, they are always disposed to wait for resolution if they have been told that issue is complex.
Last thing, customers feel delighted when a complex (according to your diagnostic) issue has been solved. Conversely, if you start telling them that it is a minor trouble, and then you have to explain why it takes so much time, users lose trust and the end will not be so nice.
4) Provide clear explanation
If you deliver at first the clearest and most understandable explanation, you spare time for you and your end-users. Because they understand immediately, they get confidence. Consequently, next time they face a similar issue, they try (and succeed) to solve it on their own. This is all benefit for you: you will not be requested for providing support.
5) Provide recommendation, added-value, something new for the user
Solving an issue and then giving a clear and accurate explanation is really a good point. However, the “Graal” is to make customers figuring out that this issue was an opportunity to learn something new, to get more than a simple solution: actually, contacting you was the best thing that happens to them during this day.
How to do that? I add some elements in a next post.
In the mean time, what is your opinion? How would you provide such a satisfaction to your users?
Besides, what do you think about this Customer Experience Framework? Do you agree with its components? Which elements would you add or remove?