Your call is important to us.
Most of us have heard this phrase more times than we’d like to admit (like Lady Gaga’s music). Today’s customer engagement mechanisms are sluggish at best and more often than not, a miserable experience for customers, support executives and the company. The standard modes of engagement with customers are obsolete and fading away quickly.
These models do not cover a big section of your customer base. Let’s say, off the 100 people who need help with your app, product or service, hardly 20% ever reach out to support teams with their queries. The remaining 80% just don’t reach out; instead they stop using your product or service and you will never know why. Even worse, they rant on social media before leaving. Though 60% users look for help within your product or app, if it is typically a video or lengthy PDFs, the uptake is small.
Support calls for e.g. have an average (across industries) end-to-end time (waiting time + average time for resolution) for 5 minutes and 25 seconds. That’s a long time and companies today are trying to bring this down by a few seconds. That’s not only a wrong approach, maintaining a support centre is high on OPEX. Adopting some innovation, few enterprises are using Chat support with a combination of Machine Learning (ML) and live agents. This doesn’t work either with soo many keystrokes just to greet the agents, it’s frustrating. Imagine how difficult it is to understand the emotions of your friends or spouse while texting. This is complicated when you are trying to explain how a product works over text. It just doesn’t work.
PDFs and videos are the cheapest and most expensive one-time collateral that you can churn out respectively, but they don’t connect or become obsolete quickly. A small change in feature set requires changing PDFs (easy) and videos (big elephant in the room and expensive). Let’s not even talk about emails, today’s snail mail. I’ve consciously added In-class training keeping businesses with a big fleet of field agents in mind. Training is a big cost in itself, but retraining and refresher courses is a constant burn as well. With enterprise mobility taking over, businesses are grappling with innovative ways to save costs.
Imagine you don’t have any of these options. Can we do something to flip the system on it’s head? That’s where we started off at Appunfold. Our approach to support, training and customer education is radically different from existing channels. Humans pickup quickly when a solution is presented with an example, even better when the example handholds users to achieve the goal they intended. Let’s say we identify when user is facing a problem and pop-up a visual guide to solve it. That’s amazing! We are evangelising this approach through Appunfold.
