The customer is the most important person to any business, but many of the companies have forgotten this rather straightforward fact. Instead of reaching out to them or listening to what they have to say, businesses and development teams have turned a blind eye to what is going on and instead focused on what interests them. As a product manager, it can be very difficult to get a team to listen to what the customer has to say, but there are some great ways to get a team to sit up and listen to what is going on before things get out of hand.
Why Product Managers Care
Product managers have to be aware of the customer’s voice and needs because that is what they market to. In this respect, managers probably have the most difficult task because there can be thousands of voices that are trying to be heard. These customers can fall into two main categories: ones that are current customers and ones that are potential customers. Current customers are just as valuable for growth as new ones because they can leave if they do not feel like they are getting the attention or respect that they want. It’s important to make sure that they feel appreciated and acknowledged in any setting, especially with customer service.
Listening to Customer Complaints
Customers can be the most frustrated when they are trying to deal with problem and feel like there is nobody on their side. They want to have someone guiding them through a problem or at least be given the tools that they need to take care of it themselves. Customers don’t want to feel like they are just a number, and providing the right amount of care can make a whole world of difference. Another reason why listening to a customer’s issues is important is because it can provide valuable feedback that teams can use to make a better quality product or service.
Getting Feedback
Feedback is crucial because customers are the ones that are dealing with the product on a daily basis, and they may encounter problems that the development teams didn’t consider. If there is an actual issue with the product, it needs to be fixed as quickly as possible to prevent any other headaches from appearing. While some customers just need to right guidance, others are pointing out valid trouble areas that will deter new customers and frustrate current ones.
Guiding Customers
Customer service and communication are two critical aspects that always need improvement, and there needs to be a focus on these areas. The best approach to take is to educate customers and help them through the issues that they are having. There are plenty of different tools that can be used to aid in this area, benefitting both the company as well as the customers in the process.
Using WalkMe
There are many benefits to using WalkMe. For starters, businesses can keep their teams working on the right projects while allowing the tool to guide customers with common problems. If too many of the same problems have to be addressed, the teams know what needs to be fixed to keep customers happy. Customers like to be able to solve a problem on their own, and WalkMe gives them help when they want it, each and every day.
Regardless of where a company is headed, the right customer service can make a whole world of difference. Development teams need to know what their customers like and dislike about their product, and use tools to help them resolve those issues while providing tangible results that can be used for future versions.
