Customer satisfaction is an essential aspect of the buyer's journey. It defines customers' loyalty to your product, service, or brand. According to this survey conducted by HubSpot, 68% of customers are willing to pay more for products and services if the brand offers excellent customer experiences.
Customer satisfaction can be achieved by offering excellent products and services at the promised time to the customers. You should focus on addressing customers' pain points and try to implement an outstanding query resolution process. Furthermore, offering quality customer support also goes a long way in strengthening customer satisfaction initiatives.
There are numerous tools and software that can aid you in crafting an exclusive experience for customers. For example, educative knowledge bases, live chat support, detailed software walkthroughs, help desks, online surveys, etc.
In this blog, we will understand how software walkthroughs help businesses ensure customer satisfaction.
4 Proven Ways How Software Walkthroughs Ensure Customer Satisfaction
Software walkthroughs are usually a detailed tutorial built inside the app that guides users to carry out a series of actions or tasks in your software product.
Unlike product tours, software walkthroughs are triggered by the actions users take while using your product. For example, when a new user signs up for your product, these walkthroughs help them get acquainted with the application.
Let us now look at how software walkthroughs help users with your product.
1) Facilitates Seamless Onboarding Process:
According to Wyzowl, 8 out of 10 users have deleted the app because they did not know how to use it. A well-planned user onboarding process is essential for providing an excellent customer experience.
Onboarding walkthroughs present the right information and impart the required knowledge about your product to the users while making their lives easy. Onboarding begins right at the time when a customer signs up for your product and does not end.
Educational walkthroughs can streamline your onboarding process to make it more customer-centric and engaging. It will provide an entirely new experience to your users.
For example, Grammarly provides interactive walkthroughs for users to help them make the most out of Grammarly. The following video gives users a gist about the features of the application.
In addition to this, Grammarly provides a demo document to help users understand how the product works. The blue spot next to these elements guides users throughout the walkthrough session. Note that users can also skip the tour if they wish to and can view it at a later time.
2) Demonstrates Product Features:
A walkthrough can be leveraged to introduce the product's features to the users. An interactive or animated product tour can also help prospective customers understand the product better and faster. It can also contribute to increasing the conversion rates in terms of the number of signups for paid subscriptions.
For example, Evernote, a note-taking app, has a detailed walkthrough that helps users understand the various features it offers.
In the video below, you can see that the walkthrough is not just telling users where the features are located but also demonstrating how to use them using GIFs.
3) Trains New Users by Using the Product:
Not every customer that signs up for your product would be tech-savvy. A few might not even utilize your product to its full potential. That is why providing them with a guided, hands-on experience via walkthroughs is necessary.
Walkthroughs make users aware of all the features of the products and aid them in testing those out by themselves. It takes them through the entire software application one step at a time without any need for human intervention. It accelerates the product training processes and keeps users engaged and involved in the software product. This, in turn, contributes greatly toward customer satisfaction.
Imagine a situation where you have recently hired a virtual project manager, and you have to train him using a project management software like Asana. Instead of training the employee all by yourself or scheduling a demo with the product team, your employee could directly sign up for an account and understand the functionality via guided walkthroughs.
4) Solves User Queries with Self-Service Functionality:
Walkthroughs are like quick go-to guides for users when they need to learn how to use the product or are stuck with some activity. They rely less on customer support staff or product specialists for desired help.
In this article on HuffPost, 44% of customers revealed that they had received wrong answers from customer service representatives.
With the help of guided walkthroughs, product teams can avoid situations like the one mentioned above and provide a self-service mode of learning.
Customer satisfaction plays a significant role in the success of any software product. By implementing a series of walkthroughs, you can ensure that your users are spending more time being productive and are utilizing your product to its fullest extent.
Walkthroughs serve as a modern help manual and are slowly becoming an integral part of the software world.
This is a guest blog by Kruti Shah, content writer and marketer, The Marketing Drama.