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Posts tagged bizness apps customer service
Is Your Customer Experience a Loop or a Line?
Mar 17th
Customer experience is closely related to customer satisfaction, but the two are not the same thing. Where customer satisfaction is a measure of how fully a customer’s expectations were met through delivery of your product or service, the customer experience is the entire sequence of events that happen after the first time a customer comes into contact with your company. Customer satisfaction captures a specific moment, but the customer experience is a narrative that unfolds over the course of his or her interactions with your company.
By examining each step of the customer experience, you can put yourself into the customer’s shoes and better understand not just one moment in your relationship, but all moments.
To help you get a handle on the phases of the customer experience, we’ve listed a few of the key phases below.
Expectations
The customer experience starts within the customer’s mind. Their initial perception of your business will be set by your messaging and the messaging of competitors, word of mouth, past experiences they’ve had with similar companies, and their own imagination. Inaccuracies may be present in the mind of the customer at this stage, but the goal you should adopt is to try to get customer expectations as close as possible to what you can ultimately deliver. This way, the risk of disappointment is minimized.
Inquiry and research
After becoming aware of your company, a customer may then do research. This can include visiting your website, reading through reviews online at Yelp or elsewhere, and asking their network about their experiences with your company. Your goal at this stage is similar to the expectations stage: you need to help customers understand what it is you can do, and how you do it. That way, when they ultimately use your business, they get what they came for.
Selection and purchase
A customer has decided to use you. They may still have to figure out what products or services of yours they want specifically, and this may also be your first point of direct contact with a customer through a customer service or sales rep. Here, the goal is accurately understanding what the customer wants, and explaining to them the price and terms under which you can provide it.
Delivery and use
The customer is now using your product or service. This is the time most business owners think of when they consider customer satisfaction, but you can see that a lot of events have already occurred that lead to a customer’s perception of your company. At this point, your offering must match what a customer was expecting, or better yet, exceed it, or the customer experience will inevitably go sour.
Issue resolution and support
A chance for recovery!
Even if things aren’t going well, you can often rescue a lost customer by listening carefully and coming through with a speedy and satisfactory resolution. Working through issues is where the “relationship rubber” really meets the road. Get it right, and a customer may perceive his or her experience more favorably than if they had no issue at all.
Line or loop?
Done correctly, all of these things will lead to a loop in the process, whereby customers make subsequent purchases, and the cycle begins again. And done really well, they’ll refer other customers to create entirely new loops.
Done poorly, the customer experience is a line that trails off into nowhere. The customer is gone, off looking for the real deal company that can give them what they need.
So, how’s your customer experience? Is it a loop, or a line?
Reseller Customer Service Is What Keeps Our Partners Strong
Oct 11th
At Bizness Apps, delivering neat technology is a lot of fun, but customer service is honestly what we focus on more than anything else. And while we have customers that work with us directly, we also have our network of white label resellers. We think of them as another customer base that we try to serve with the same level of zealous support that we provide to our traditional customers.
So far, we’re doing pretty darn good (although that little 2% remaining gives us a reminder that we could always do a bit better if we want to hit 100% satisfaction).
Customer Service Culture
Customer support isn’t just a department, with us. The way we look at it, the whole point of the business is customer support. Therefore, everyone is, in one way or another, a customer support rep. No matter what role they have in the company, they need to keep customers and resellers in mind and consider how their decisions will impact them.
But all that stuff is just words, right? Well, we also walk the walk, because each person in the company actually has to perform some direct customer support, from time to time. Even the CEO!
When you guys talk, we listen. All of us.
The Tools of the Trade
Our most important tools are our ears, of course, but we have some neat technology that helps us kick things up a notch.
First, Desk lets us figure out what works and what doesn’t work when it comes to our customer service efforts. Then, a program called Everage also lets us monitor customer activity and figure out how to serve them better. With insightful analytics, we don’t have to guess when it comes to our customer service. We get good data and can work from the facts to identify areas for improvement. This information can then be included in our training efforts so that we can continuously try to get better.
The Qualities that Count
A good customer service rep needs patience, communication skills, empathy, and a genuine desire to help people achieve better outcomes. When a company identifies with its customers, it becomes better able to find ways to help the company and the customers at the same time.
In short, when our customers succeed, we succeed. And when it comes to our resellers, this goes double. We’re here for you guys, because without you, we probably wouldn’t be here.
As always, if you have any questions, please feel free to contact us.
10 Reasons to Create a Mobile App Company with Bizness Apps
Jul 18th
Bizness Apps isn’t just about creating apps for customers, we also open up our platform so that others can start their own app development companies, through our white label reseller program. With our help, many have started successful companies, and the opportunities continue to grow by the day. With a wealth of useful features, Bizness Apps provides a program that’s hard to match. Here are ten reasons why:
1. Customer Service
A software solution is only as good as its customer support, so we strive to make sure that ours is as good as it can be. With Bizness Apps, no one is left do deal with problems on their own. We’re always accessible, and won’t rest until we’ve got a solution to an issue. It’s the most important benefit we deliver, and it always comes first.
2. Numbers
We power more mobile apps than any other company in the world. No matter what your situation is, we’ve been there and done that. Whatever industry your customers are in, our platform can be used to develop a clean, beautiful, functional app that suits their needs.
3. Marketing
When it comes to promotions, we deliver all the marketing materials you need, from website templates, to PowerPoint presentations, sales scripts, proposal documentation, infographics, case studies, and more. Communicating with your customers in a professional way couldn’t be easier. All the work has already been done for you!
4. Free Bizness CRM Account
A business opportunity that doesn’t include leads is incomplete.
That’s why we help you hit the ground running with a free Bizness CRM Account. Bizness CRM is software that presents you with as many small business leads as you can handle, and then gives you a simple way to track sales efforts and close deals. With Bizness CRM, you can take notes, schedule follow-up calls, collaborate with your team members, and more. It’s a complete solution for selling to small businesses, and it’s yours free with our white label reseller program.
5. Great ROI App Features
Your small business customers will be looking for app features that help them grow their business. Bizness Apps gives you the ability to include features in apps that let users submit orders, make reservations, get advanced push notifications and promotions, enjoy loyalty programs, and more. Your customers will find everything they’re looking for, making your app company a total solution provider.
6. We’re Known
It’s been many years since we bootstrapped ourselves into existence, and we’ve been fortunate enough to have been noticed by the New York Times, the Wall Street Journal, TechCrunch, the Washington Post, and more. We aren’t a fly-by-night operation – we’re the leading provider of mobile apps to small businesses! When you partner with us, you’re getting the real deal.
7. Our Resellers Are Happy
New program entrants regularly come to us by referral from a current reseller. We assume that means they’re happy with the program!
8. No Limits
We don’t want to place limits on how successful you can be. You can develop unlimited Android apps and mobile websites. When you do well, we do well, so we encourage you to make as much as you can of your business. The best way to do that is to remove the limits that might stand in your way.
9. Small Business Focus
Small businesses are incredibly numerous, and represent one of the best sales opportunities available. Bizness Apps is specifically built for small businesses and designed to suit their needs perfectly. This provides you with the chance to serve a market that is always growing, and that’s robust in almost any area or industry.
10. Customization
We understand that business owners don’t want their app to look exactly like everyone else’s. For that reason, you have the ability to customize the appearance of the apps you create, and keep customer satisfaction high.
In short, Bizness Apps is built to help you start your own company, grow, and succeed!
