blog.userlane.com

I’m sure most of you are familiar with the Christmas carol, The Twelve Days of Christmas, which details numerous gifts given on each of the 12 days that make up the Christmas season, beginning on Christmas Day. And now, with remote work, companies across the globe have discovered that they need to continually introduce new technologies, software, and processes to enable their employees to work successfully in these remote environments. You can check out our recap of the event in which you’ll find (a) the key takeaways from each of our guest speakers who presented during our first session (including the video recordings), and (b) a summary of the main challenges of and possible solutions for each phase of a software rollout based on our collaborative brainstorming sessions with attendees. This year, we covered a range of interesting topics, including the good and the bad of digital innovation, productivity and work optimization, digital leadership, digital rebels, learning culture, and digital selling.

Well, when it comes to customer support and the support process, a customer’s overall satisfaction can be determined by the functional experience and emotional experience. In this case, both the customer and the support agent experience a poor functional (physical cost) and emotional (mental cost) experience. But for now, here’s the verdict: Poorly implemented and badly executed self-service solutions will damage the customer experience by adding to the physical and mental cost experienced by the customer. While this blog post focuses more on why you need self-service solutions, our white paper dives into the most effective way to save on support costs while significantly enhancing the customer experience at the same time.

And just like building a village, here’s what we believe is needed to drive successful digital transformation in your organization: Here’s an impactful statement taken from Louise O’Conor, digital transformation expert and founding partner of Beta Digital, from her talk at our virtual booth at TNW 2020: one more time before we wrap this post up: Digital strategy runs alongside business as usual, and it’s an ongoing process just like any [other] strategy is. As much as digital transformation is about change, it’s also fundamentally about adaptation, and 2020 has certainly shown us what happens when companies aren’t able to keep pace with digital transformation.

In our previous blog post, we delved into the importance of designing people-first products, especially in this day and age where we are constantly bombarded with notifications and overwhelmed by the millions of apps available to us (according to the 2019 Annual SaaS Trends Report from Blissfully, the typical mid-sized company saw almost 40% of their SaaS stack change in 2018, with the average company spending $343,000 on SaaS, which was a 78% increase from 2017). This reveals that “rather than simply adding seats to apps that are already being used, companies are adding new apps as they grow in size.” Adding to this, an independent survey, The False Promise of the App Economy, which questioned business professionals worldwide, revealed that the average number of apps used by the modern knowledge worker (back in 2017 when the survey took place) was 9.39. For our example, interactive tours (comprised of the guides) explain digital processes in the software application step-by-step, with each guide in the tour giving your employees just the right amount of information at just the right time and in the right place. In addition to the VA, Userlane’s DAP also offers the Announcements feature, which can be used to provide further contextual help by linking to new interactive tours or tours the user has yet to complete.