IBM Watson Commerce22
Q3: What are common mistakes that companies make when making digital workflows or tasks self-service? http://www.via-cc.at...
A3: Co’s really need to be customer-focused. Self-service needs to be intuitive for the customer, not the co. employees.
common mistakes include organizing the info in a way that makes more sense to the co than the cust,, also using jargon
Companies forget to apply #analytics to ensure they are making the right things self service
@Hyken make the workflow interconnected.. I place an order.. get me to tracking the order next in line of the workflow.
A3: Too often companies force you to spend too long trying to find a self-service answer. If I can't find it quickly, give me options!
@ambarmstrong exactly. what types of answers are customers looking for? fill content gaps by tracking search terms, etc.
@ambarmstrong Excellent point!
A3. Complexity! Don't make the customer work for it #CXOchat
@svadlamu That also creates confidence. I know my order was placed or my question was accepted.
Companies these days forget about the people who get frustrated with self-service anything. The option to chat online with a live person or speak to a rep needs to be there always.
@temafrank agreed.... KISS please
How about not having in person help, ie Live Chat, readily by when customers run into obstacles.
@Natasha_D_G Keep It Silly SImple! BANG!
Companies offer ability to self-serve but do not consistently use the experience as a reason to circle back and touch their customers
As @deepakadvani says: it's all about customer experience with @jellett https://ibm.biz/BdXc... #ibmcommerce #forbescmo
A3: Think as if you're in the customers shoes, what's the end goal, what does the customer want to know/or need to have access to? Anticipate the problems ahead of time and how to best accommodate the customer.
@LindsaySkarda That's true. Especially with an older demographic, who are already nervous about using computers!