Companies are always looking to improve their products. The approach can be very different from brand to brand. Some prefer analyzing data and making tables while others create sample research to see what the response it. However, the easiest answer is looking everyone right in the face, yet they just have forgotten where they need to be paying attention. Customers that are using the product right now are the key to where the product needs to go. These people have already taken the plunge and made their purchase, which may mean that teams look to the people that didn’t buy yet. On the contrary, customers that have the product and actually enjoy it will help spread the word and have their friends take a look as well. Word of mouth is stronger than any marketing campaign, and that’s exactly why businesses need to communicate with their clients to improve a product.
Complaints are Important
Customer complaints about a product can be very numerous and hard to decipher. Some are having issues with smaller tasks that only take a few minutes to explain while others struggle with something much more serious and need immediate attention. Of course, people don’t want to feel like they are being pushed to the side because someone else seems to be more demanding at the moment. At the same time, there are only so many people that are on a team that can break away and help customer with the issues that they have. Resources like chat rooms, e-mail replies, tweets, and phone calls are very limited to begin with.
Using Digital Guidance
So, how does a business or company listen to customer complaints, address them quickly and personally, and use a limited number of people? The answer is actually quite simple; digital guidance system that helps users by giving them step by step instructions. As the name suggests, digital guidance is there with the customer every step of the way and provides text bubbles and highlights necessary buttons so it feels like an actual human being is controlling the screen from the other side. There are a number of different tools that can be used for digital guidance to ensure that the right one is found for the company.
How Digital Guidance Helps Development Teams
Development teams are able to benefit from this strategy tremendously because they are able to examine what the most common complaints for the product is. By figuring out what people are stuck on the most often, teams can think of alternative methods that are more straightforward and easier to understand. Sometimes it’s just as easy as explaining what needs to be done and the shortening the number of steps that need to be taken. Suggestions might even be made to simplify the overall process or implement some of the techniques that are used with the guidance tool itself. It’s easy to collect the necessary data and create an alternate plan without going through a long and stressful development cycle. Simply gauge what the customers want and give them the product that they deserve.
Using WalkMe as Guidance
There are many instances where teams are just too involved in the project to see what everyday people struggle with. There must be a certain level for ease of use before customers are happy with the product. Not everyone is able to accomplish every task that a product offers. Digital guidance tools like WalkMe ensure that they have the necessary resources to accomplish new tasks the first time around. If a company is serious about giving customers the best possible product, they have to listen to what is being said. WalkMe makes sure that the customers are taken care of in a personal manner while providing teams the freedom they need to continue improving the product on a regular basis.
