Simplify the Customer Experience for Online Services

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Investing in navigation is not just bon ton for your webapp - it is also important for post-sales and customer service. After all, where SaaS in concerned - every aspect of navigation and UX should be at the user's fingertips.

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Simplify the Customer Experience for Online Services

  1. 1. Simplify the Customer Experience for Online Services by iridize
  2. 2. The Data iridize.com Every SaaS founder knows: Customer Experience is a key component to engaging customers and building a sustainable, successful business.
  3. 3. The Data iridize.com  User Experience  User Interface  Navigation  Online/Offline Assistance channels  Response Time  Social Presence Online customer experience strategy has to tie together all aspects of customer interaction:
  4. 4. The Data iridize.com Not to mention – integrating the entire experience to be consistent and comprehensive. Sounds challenging? Img source: Stuart Miles @ FreeDigitalPhotos.net
  5. 5. iridize.com The solution: simplify the online customer experience you provide as much as possible. Provide a resistance- free, straightforward customer experience.
  6. 6. iridize.com User Experience and User Interface
  7. 7. iridize.com 1. Make sure the important tabs (About, Contact, Pricing, Help) are accessible from anywhere on the website. 2. If you haven’t already – consider Flat UI design. Img source: KROMKRATHOG @ FreeDigitalPhotos.net
  8. 8. iridize.com Navigation
  9. 9. iridize.com Design a simple flow, limiting the amount of data per page section. Massive blocks of text are more off-putting than welcoming, especially in today’s 140-character online estate of mind. Img source: renjith krishnan @ FreeDigitalPhotos.net
  10. 10. iridize.com Online Help Channels
  11. 11. iridize.com Your main challenges:  Balancing expenses efficiently  Addressing the fact that different users have different needs – in terms of customer service. Img source: https://www.flickr.com/photos/59937401@N07/5857913848/ per CC attribution license.
  12. 12. iridize.com The solution: spread your customer service resources thin and wide.
  13. 13. iridize.com Figure out which channels are expandable and eliminate them but until then, offer as many support solutions as you possibly can. i
  14. 14. iridize.com Hi Jessica! Your Salesforce tutorial for the Billing Dpt. is about to start. Are you ready? Some customer service solutions are surprisingly affordable and easy to implement: iridize’s automated customer support tools can be added to any and every page for quick, on-page guided assistance. Hi Kate! Would you like to learn more about iridize’s automated support options? Click here!
  15. 15. iridize.com Hi Jessica! Your Salesforce tutorial for the Billing Dpt. is about to start. Are you ready? Invest in support chats… but make sure there is someone to man the supporting end of the chat!
  16. 16. iridize.com Hi Jessica! Your Salesforce tutorial for the Billing Dpt. is about to start. Are you ready? And of course, make sure someone is answering emails promptly and that the phone support working hours are plastered in neon on an accessible, central place in your website.
  17. 17. Why Iridize Mobile?We Hope That Was Helpful! Read more about onboarding solutions at blog.iridize.com Or request a demo at contact@iridize.com iridize.com
  18. 18. Icons in this presentation made from Flaticon.com:Freepikby iridize.com

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