3 Reasons Manufacturers must offer a great customer support experience on mobile
Welcome To The Mobile Era!
Is it even necessary to mention that we’ve in fact entered the mobile era years ago? Let’s state the obvious for our readers who have been living under a rock up until now: people can no longer live without their mobile. Nowadays, mobile users outnumber desktop users. This phenomenon is bound to have a massive impact for all businesses, a positive one for those who will get mobile-ready and a negative one for those who will simply stand by.
All businesses must be aware of the need to effectively use the mobile channel to provide unparalleled support to their customers and partners. In the era we live in, having an app or a Web App is crucial for all businesses, and manufacturers are no exception to the rule, on the contrary! That’s where customers and collaborators are, so that’s also where companies must be present and provide support.
At Dokit, we realize how powerful mobile channels are to provide assistance to our customers. Practically, this means we’ve always had a responsive version of the Dokit platform. We never stop looking for ways to improve our service; and that implies keeping on simplifying our customers’ accessibility to their content. We realized we had to go even further to allow any user to access a manual or tutorial in a matter of seconds.
So we didn’t want to stop at a simple responsive web design. We have come up with a Web App version of our website, with all our original features and many more to make the consultation of user guides easier than ever. Dokit is therefore a totally optimized platform, enabling its users to navigate between tutorials using a mobile device. The Dokit app is set to be released in June 2019. Using the example of our app, we’d like to stress how crucial having a great mobile experience is for manufacturers.
Be There For Your Clients, Every Step of the Way
As a manufacturer, you must be present and available for your customers at all stages of the product life cycle. Picture the joy and excitement one of your customers feels when unboxing one of your products. Now imagine that same customer, five minutes later, after finding out he/she can’t seem to use your product: anger, disappointment, frustration…are some of the feelings he/she is experiencing at that moment. You don’t want your customers to go through this rollercoaster of emotions, you want the whole experience to go as smoothly as possible. In these kind of situations, there’s only one effective and quick way to reach out to your customers and that’s through the mobile channel.
It’s clear how leveraging the use of digital and mobile is crucial to cater to the users’ specific needs; they have questions and requirements that often need to be answered instantly. Mobile is also a performance improvement and cost cutting tool for businesses. For instance, it drastically reduces the time they spend answering recurring customer requests and updating the app support continuously. As a consequence, this great customer support experience positively serves the brand image and improves trust. For far too long, companies have neglected customer support. At Dokit, we believe that it’s necessary to spend as much time developing a product as offering support to use and understand it. Making sure your clients enjoy the best experience while using your products is the surest way to improve trust and develop a positive brand image.
Great Usability and Discoverability
By using digital and mobile, you can make sure to supply your customers with the right level of support at the right time. It’s all about offering users the adequate content or features at the proper time. You want to ensure your clients you’ll quickly bring them the support they need. Nowadays, only being present on desktop is no longer enough; it’s a bare necessity to meet your customers’ needs in terms of guidance. If you only offer support on your website, your clients will most probably spend a lot of time looking for manuals there, he/she might even navigate all over your website just to end up finding a page with a PDF file to open or being redirected on YouTube to watch a tutorial. Now that’s a terribly long and frustrating journey to simply get help!
On the other hand, mobile is straight to the point. In just a few clicks, your clients have access to the right instruction manual or user guide which will provide them with the support they need at this precise moment. By using mobile, you give access to your clients to some tools which can immediately redirect them to the right content without wasting their time. Some of these tools include the use of QR codes, NFC, embed, chatbots…The ultimate goal of a manufacturer is that in 5-10 steps, the client will have a reached his objective and gotten the help it was initially seeking. The first of these steps – accessing the information – is the most important one and that’s where manufacturers need to perform with their clients. Using digital and mobile will ensure that they do just that and it’s actually crucial if they to keep up with the times in terms of customer support.
A web app is definitely the best way to offer great client support experience. Thanks to mobile, the user is immediately immersed in the action. As briefly mentioned above, he/she won’t have to waste time navigating a website to get to the information he/she is looking for. In the end, the web app’s main advantage is offering an immersive experience to the customer: he/she will not encounter unnecessary information or distraction and will in fact be guided towards the objective of his task.
Get To The Next Level With Dokit!
The Dokit platform allows anyone to create visual step-by-step instructions with ease while also providing a tool to spread them around. Whether you want to create workflow processes for your team or guide your customers through the different steps of an online manual, you can easily do it all right here. It only takes a few clicks to create your guides and instructions, thanks to our intuitive editing features and predefined templates. What’s more, Dokit stays engaged with you and works to understand where you most need help by allowing you to write in the comment section below each instructions manual.
For the past two years, our team has been striving to create the most intuitive and slickest platform; both for creating guides and accessing them. With a view to continue to better our offer to manufacturers, we are launching in June 2019 the Dokit Web App to organize and distribute instructions and guides to mobile devices. The Dokit Web App offers a unique place for all collaborators and customers’ of manufacturers to get the assistance they need and deserve. And what’s so great about it, is that no special skills are required to use the app and benefit from it! Dokit is, and has always been, a user-centric service. As a manufacturer, you will therefore be able to ensure that the Dokit web app is accessible to all internal teams and that it does not require specific technical knowledge.
The Dokit Web App will empower users to perform a specific task in a few clicks. Understanding and explaining processes has never been so easy! As a manufacturer, you want your customers and collaborators to have a great experience while respectively using and assembling your products. The Dokit Web App is the best way to make sure you do that. The features you will be able to offer them are effort and time-saving, making their experience the best possible.
Follow the example of Cadiou
Cadiou, the French leader of portal manufacturing, has managed to set up its own mobile documentation platform on Dokit in just a few weeks. It successfully mobilized its teams and used their know-how in order to create visual, easy to follow and always up-to-date tutorials. Two years after choosing Dokit to manage and distribute guides for the installation of its portals, it has noticed a significant reduction in customer support requests and great feedback from them.