Posts Tagged ‘User Experience’

Power of Documentation

Wednesday, December 8th, 2010

When establishing your service company in the area of your expertise it’s important to have a supportive arsenal at the ready for customer concerns. Often growing companies experience overwhelming waves of customer concerns which can leave your workers immobilized until they are properly addressed. Reasons such as these are the driving force for a company to establish a set amount of answers beforehand and making them available to their consumer base for future reference. By simply taking the time to answer a question or demonstrate a solution once, you can avoid the potential plethora of questions that could cripple your company further down the road. Well written help files are only one of the various components of providing your customers with the best possible support, but they also serve a valuable purpose in weeding out simple fixes from serious issues. Often companies find themselves handling multiple support calls and e-mails which leaves them tied up for a majority of the time. With proper documentation you can keep your clients informed and put the power in their hands so they could easily solve their own problems. The last thing you want is for your clients to constantly bombard you with technical issues, so by developing a carefully crafted set of directions both you and the client will be able to ration valuable time. In the end you want to provide your clients with a great user experience along with the knowledge to solve any inconveniences they may experience.

Customer Support

Tuesday, October 5th, 2010

One of a company’s top objectives is to cater specifically to their client audience and provide them with the best software experience possible. Most often a company can lose themselves in providing the client with a quality product, meanwhile, overlook past crucial customer support that they may require. Much of development focus is centered on creating programs or systems for the consumer in order to make their lives easier. In this process many questions and critiques that the consumer make are left unheard or without much explanation to smooth out their software experiences. A majority of the time you will find that instead of the company answering questions the users will have to look to their peers in order to reach a solution. Sometimes a company may go as far as creating forums on their website for users to discuss the software amongst themselves in order to decrease the need of customer support. As a business it’s important that you keep the user in perspective and understand that they are the ones who must decide whether or not they are reaping the benefits. A company must know the roles of its consumer base and walk in their shoes to fully comprehend how their needs can be best suited. The consumer deserves to have their full potential unleashed and use the software as it was intended. With training, videos, and other forms of help files the company is able to ensure that each component of the product has been accounted for and that they are able to answer all questions. A large portion of the population contains individuals who do not have basic computer literacy so it is important to be able to satisfy the spectrum between all users. When launching software a company must take the initiative to look at the big picture and make sure that all components are able to harmonize with one another.