Shep Hyken notes, “I’m often surprised at how companies find ways to improve a customer experience with something that has nothing to do with what they sell.”
Technology for success
Today’s consumers have high expectations. In addition, B2B consumers prefer personalized experiences, and over 65% will abandon a brand if it doesn’t meet their expectations. That pressures customer success managers and their teams to deliver.
- Ensure better usage of customer time.
- Deliver better communications.
- Enable business scaling.
- Strengthen customer relationships.
- Help customers find solutions on their own.
How to Use Screenshot Technology in Customer Success
Nobody contacts customer support when everything is going perfectly fine. If everything works perfectly and there are no issues, there’s typically no need to seek help.
1. Learning
When you show instead of telling, instructions are more precise, preventing a lot of back-and-forth follow-up emails and questions. Visual communication allows you to limit your communication to what’s essential. Further, studies show that people who follow directions through illustrations and text perform 323% better than those who don’t get illustrations.
2. Save Time
Most customers contact customer success teams as a last resort. This is because they’ve already invested a lot of their time trying to resolve their issues, and the faster they receive a resolution, the better. Nobody wants to make a phone call or write an email to ask, “Can you remind me what I’m looking for?” or “Where do I find the checkout button?”
3. Presentations
Screen recording and screenshots can help your customers with their customer support queries and online sales. By leveraging these visual engagement tools, you can create product demos by recording what’s on your screen.
4. Engagement
Online and SaaS services are daunting to demonstrate to customers. Trial installations are valuable, but most customers might not know all the features your products offer or may get confused about your services.
Leverage Zight (formerly CloudApp) to Deliver Better Customer Success Experiences and Improve Customer Engagement
Zight (formerly CloudApp) is a visual communication tool that offers a range of features and tools that can make it easy for your customer success team to create image and video content, helping you deliver better customer experiences.