Beyond Philosophy
AUGUST 13, 2020
There is a significant connection between successful Customer Experiences and the amount of effort they require from customers. We discussed this idea of Customer Effort in a recent podcast, and its related measurement, the Customer Effort Score. .
Mindtouch
FEBRUARY 15, 2018
Regardless, if you’re making one of these mistakes, you’re likely increasing customer effort and quietly diminishing your customer effort score. Use consistent, skimmable document structure. You’re Making Them Search (and the Search Experience Stinks). The Writing is No Good. Easy enough, right? You should.
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Mindtouch
APRIL 26, 2018
Or maybe the real question is, why are you making it so hard on your customers? Companies that don’t make at least some of their documentation public are likely missing a huge opportunity for self-service. Correction: their customers are definitely missing out on the opportunity to help themselves. That’s a self-service fail.
Mindtouch
MAY 22, 2018
There are a number of approaches to structuring content that can help stakeholders refine their self-service content strategy to reduce customer effort. In many ways, a hierarchical content structure is an efficient way to maintain and organize documentation. Documentation/Knowledge Management.
Mindtouch
MAY 15, 2018
Reducing customer effort has become a high-priority objective for most companies. Central to improving customer effort scores is useful and timely content. This increases customer effort by making it difficult for customers to find information. Why is the search experience so difficult?
Mindtouch
FEBRUARY 27, 2018
If you’re banging your head against the wall, wondering what the cause of your lackluster customer effort scores (CES) is, good on you. You care about your customers! Listening to our customers’ stories , we hear time and time again that good self-service strategy is central to lowering customer effort.
Kayako
NOVEMBER 9, 2018
A growing concern for customer retention, expansion, and cross-sell opportunities is customer effort. This “effort villain” is out to get your customers at every chance. We know that the more effort a customer has to exert, the more likely they are to churn. Wounded Agent Experiences = Bad.
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