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🤠 Hey, Hey, Howdy! 🤠
Soooo… this happened! I never imagined finding such a great community in CX/marketing. When I first started in DTC I felt like I was alone but if past Zoe could see me now she would be so proud of all the amazing connections I’ve made along the way. Thank you for being part of my community!! 🤩
Speaking of community, are you looking to make some new CX connections? Check out my post and make some friends!! 👇👇👇 I love to bring industry peeps together. 🫶
TTYL! 💘
📷️ Digital Experience News 📷️
We’ve seen AI be used to answer customers. As consumers, we’ve spoken to AI ourselves. But AI doesn’t have to be strictly customer-facing – it can help our agents, too!
AWS’s Amazon Q virtual assistant can guide agents through calls, recommending step-by-step advice to help agents answer calls as efficiently as possible. The AI can understand a customer’s issue in real time and provide advice to ultimately reduce handling time, as to provide a quicker resolution. 💯
Amazon’s goal is not just to save agents time, but also “lower the cognitive load,” according to Pasquale DeMaio, VP of customer experience at AWS. They no longer have to sift through multiple documents to find answers for customers, but instead have it provided to them in seconds.
This helps to integrate the efficiency of AI with the human empathy that technology cannot yet replicate. AI here to save the day in yet another way (I’m a poet and I didn’t even know it 🤭)!
CX for Products with a Learning Curve
How do you manage a customer's experience when the product relies heavily on how the customer uses or sets it up? Think about foods that have to be cooked, hearing aids (wink wink), or a sleeping supplement that needs to be taken at a certain time. Many products have some kind of learning curve or require previous knowledge to guide consumers in their interactions.
Consider how many of your customer inquiries come from upset customers due to incorrect use of the product. Incorrect usage can lead to negative sentiment, angry customer emails, returns, and perhaps the worst: poor word of mouth. This misuse can also create a barrier to entry for potential customers who are fearful of using the product for the first time.
So, how can you provide customer education and ensure they have a positive experience with your product? Here are some ideas:
FAQs: Make sure you have easy-to-locate, searchable, and, most importantly, up-to-date information in your frequently asked questions.
Email Flows: Create email flows specifically for first-time purchasers that explain everything they need to have the best experience with your product. Provide cooking directions and recipes for any food items or step-by-step instructions for how to set up tech for the first time.
Videos: Does your product require assembly? Embed a video on your website and use it in all of your post-purchase emails.
Packaging: Unboxing is a highly important touchpoint and the first interaction a consumer has with the product they have been patiently waiting for. Grab their attention with a card on top that says "Read me first!!!" and give them all the info they need. Use a QR code to lead them to a video or printed instructions.
Office Hours: No, not like in college. Well, yeah, kind of. Have your support team host Zoom office hours for demos or training sessions for first-time customers.
Customer Support: Zoe talking about CS? Revolutionary. Customer support is a duh, but of course, make sure to provide your customer support team with all the product knowledge they need. Send them some products to test out and try. How can they support a product they've never used themselves?
Establish an Online Community: This one is near and dear to my heart and something we just started at Audien Hearing. Brand communities create an environment for product users to share their experiences and be your brand champions. They'll even answer each other's questions and provide support.
Feedback Loops: Yes, products have learning curves, but it's also imperative to document user difficulties to notice patterns and make changes where required.
These ideas are just scratching the surface. With new tech coming out all the time, AI and VR are sure to play into a user's experience with a product. What do you think is the next big thing for products that have a learning curve?
CX Job Board 👩💻
Here are some jobs in CX we found this week. If you or your company is hiring, let us know and we can add It next week!
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