On May 12th, I’m doing a wee speaking engagement in Greenville, SC — Refresh Greenville.
Upgrading Your Customers
Nobody reads the directions, anymore. A “readme.txt” file is a great place to store secrets. And the “Help” button is something customers just ignore. Today’s user base expects that your apps and sites will “just work” and they don’t expect to have to spend any time getting up to speed.
There are two ways to improve your apps’ customer sat numbers – rewrite the code, or teach your customers how to use them better. Dick Carlson spent five years at Microsoft doing the latter for some of the buggiest software on the planet, and he can help you too. You’ll leave with:
- Models of trouble-ticket systems that help you identify issues fast and plan future upgrades
- Ways to use social media tools to have your customers build the help system for you
- Actual experience identifying key support information and building the architecture to implement it in a business support model
Dick Carlson is an Instructional Designer and Content Developer who can translate “techie” to “user” – making those annoying people who give you money happy and contented, so they don’t send you long emails or post one-star reviews on the web. You can find him at www.TechHerding.com