5 Small CX Uplifts

Sometimes you need a full CX transformation–and sometimes a tweak is all you need, or all you can afford. Here are 5 very simple, very quick, very cheap changes you can make that can transform your user experience.

Get rid of old stuff

Redesigning a support website is a serious undertaking, but removing deadwood is fairly simple. Discard old menuitems; remove links that are no longer relevant. It will make the site instantly more credible.

Streamline the case logging form

Almost all my clients feel that their case-logging form is too long and too complicated, and at the same time they report that their users don’t give them enough details to get troubleshooting started right away. Sadly, a longer, more detailed form frustrates users while not eliciting the information you would need.

Make simple promises

Your confirmation message probably gives users a case number. That’s good! How about telling them, right then, when they can expect an answer? Don’t send them to a complicated SLA chart. Don’t expect that they will divine how busy you are. Just tell them: “We’ll get back to you in X hours/days.”

Make your satisfaction survey conversational

Surveys are part of your brand, so make them speak like you do. For instance, try, “How did we do?” instead of, “Rate your satisfaction”. And encourage users to share free-form comments. If you cannot read them all because of the volume, you can use AI to help. Free-form comments are the best way to understand the reasons behind the ratings.

Respond to surveys

It doesn’t need to be complicated. A sweet response to excellent surveys or a more somber inquiry for poor ones make it clear to the users that you care for their feedback and encourages them to collaborate with you.

We’re always happy to help with small and large CX transformations. Reach out, please.

What small tweaks have you made that were successful? Please share in the comments.