We all remember welcoming home our first smartphones or digital device. They started sharing space with us many years ago, we got used to them and forget how much the device offering has changed over time.
The digital scenario has changed and will continue to do so. Today we’re always connected to multiple devices which form their own ecosystems. We can connect and combine our smartphone to the TV or bank account to an e-Wallet app. Product combinations won’t stop here, and because of the IoT, we’ll see more complex examples in the near future.
Complex product combinations also impact how customers seek help or advice to solve issues with their devices. Problems are no longer related only to the product, customers can also experience other problems such as:
- Problems connecting a specific TV to the internet via Wi-Fi router the brand doesn’t range
- A failed connection between a smartwatch via Bluetooth to headphones from a 3rd party.
These are only some examples of issues customers can find when using a device or app. But, are companies ready to answer and resolve customers’ problems in this transversal digital scenario?
Many companies don’t listen and support their customers efficiently; they might offer short-term solutions to issues, such as the cookie-cutter traditional approach, like a 50 page FAQ. However, this might result in unhappy customers and damage to the brand and customer retention.
What can companies do instead? The simple answer is, support the customer, not just the product.
Learn why supporting customers, and not products, is essential and how LucidCX can help you to deliver a world-class customer service and drive down costs to serve reading the full article ‘Supporting Customers, Not Products’.