In the software industry, the new levels of customer satisfaction now make effective, efficient, and ongoing customer service one of the most-important functions of your company. While customers will always have questions about items that they purchase, the difference, today, is that questions about software need to be answered on an ongoing basis, rather than just a handful of times.
Too many software companies do not understand these implications. Senior managers often ask themselves, “How can we provide the answers to customer questions as cheaply as possible?” However, instead of merely calculating the figures of each telephone call or email, senior managers should instead be focused on more important considerations.
Instead of just buying business software as companies would do in the past, purchasers typically buy licenses that grant them access, to a website, for a given number of months. The consumer choice of whether to extend the license is what determines whether your software company will live or die. After all, no renewals mean little revenue.
Therefore, your licensees need to be happy with both your product and your ongoing service. In the software industry, the best customer-service practices do not revolve around trying to determine how to do it as cheaply as possible, but to keep customers satisfied by whatever means possible. This means that you need to provide quick, accurate, and instant answers in places such as: your website, your Facebook app-support page, and your e-mail account.
A company that only talks about the importance of cutting costs, in the contact center, sees no real value in the support function and the risks their business takes. Well, nanoRep’s support-software technology provides a new way to answer your customers professionally, while also: reducing your support costs, increasing your business productivity, and keeping your customers satisfied.
Within companies, customer support has finally come of age; reinventing itself as an authentic profession and addressing the new levels of customer satisfaction. nanoRep self-service support and help desk showcases your product’s value by providing professional answers to your customers’ questions. That value, and not the code, is what the customer truly wants to buy; what they will pay well for.