How User Support Can Increase Your Revenue
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Transcript of How User Support Can Increase Your Revenue
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How user support can increase your revenueINES VAN ESSEN - @THEMOTHEROFCODE
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VS.
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User support is…
MarketingSalesProduct designDevelopmentPositief gevoel creëren bij gebruikers
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”70% van alle aankopen zijn gebaseerd op hoe men zich behandeld voelt.
Bron: HelpScout Blog
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Voordat ik een beslissing maak:
Past dit product bij mijn wensen?
Wat is mijn investering? (tijd/geld)
Wat zijn de ervaringen van anderen?
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”Support begint bij de allereerste
interactie die ik heb met jouw product.
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Beschrijf alles. Ja, alles.
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”Slechts 4% van ontevreden gebruikers neemt contact op.
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Fix je proces
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Don’ts
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Geen geautomatiseerde emails
Te onpersoonlijk Bied geen meerwaarde Liever een standaard bericht die je kunt
personaliseren (HelpScout FTW!)
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Geen halve beloftes
Doe wat je zegt en zeg wat je doet Doe meer dan waar om gevraagd wordt
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Do’s
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Wees persoonlijk
Informeel taalgebruik
Toon emotie
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Vereenvoudig! Geen jargon, tenzij tech
skills duidelijk zijn! Bulletpoints en step-by-
step guides
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”Wat kan ik nu doen om deze persoon blij te maken?
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Ines van Essen @TheMotherOfCodetockeroo.com