Lightning Talk #4 @ Room 310
All services are nice and shiny until something goes wrong. By focusing on new features and nice interfaces, service owners completely forget to create a reliable channel of support with their customers. Feedback form or email address connecting to a black hole is the only thing available to users. As a result, when a problem occurs, the customer is on his own and may spend tremendous amounts of time and effort before being attended to.
How can we become a true friend for your customer?
How can we transform support and communication experience from huge forms, emails and phone queues into something more reliable? One where users can be transformed into your buddies, where the way of communication is still easy and trustworthy?
When you communicate with your buddy, do you ask “will he answer me? what is a right time to talk? is it a right question to ask?”? You just talk. The same should be with products and services.
Join Maxim as he discusses key principles of reliable service-to-user communications and relevant technologies that will make the transformation possible.