Скачать или смотреть 5 step of improving Self-Help and customer journey

Joseph Jayanth, Sr. Product Manager at Freshworks discusses 5 steps for improving the customer journey. Listen to the detail discussion in this session to learn more about the following 5 steps:

• Understand the problem, why what is stopping them
• Design a solution, based on the customer perspective
• Ease of use
• The right level of information, get rid of complexity, everything you need - implementation and launch
• Measure impact and improve for adoption

Improving the customer journey, not IT view but customer view, needs marketing and sales working together. Sales portal, portal if done right can increase usage and value to the customer, marketing is important for usage, the design team can create communications to influence customers, remove IT jargon, focus on the outcome and make user-friendly. In this session also learn about problems and challenges with early service catalogs. Branding is important for influencing the adoption of self-service. Communication of value has to be done from the customer perspective. Learn how you can get a 300% increase in traffic and how to influence 90% of the employee with your portal.