I recently had a problem with my Quicken personal software. Knowing I would probably be routed to an offshore call center, instead of calling I decided to go the route of online chat for help. Even though I ended up chatting with a support rep in India, I must say the experience was efficient and solved my problem quickly. The typing I bet must of helped with overall comprehension in both directions.
The next day I received the following:
Still reflecting on the positive customer experience, I was prepared to take a few moments so I clicked the link to find:
Do you know what happened? What would you have done? I was faced with 6 required field and one optional field. I bailed and didn’t complete the online form. We think Quicken is missing the boat by asking for too much information. Quicken should take a “gradual engagement” approach where they ask one, maybe two questions initially. The following screen could ask a few more so if the customer bails out, at least Quicken benefits from the first set of questions being answered. The other approach is to have perhaps one rating component on the page (perhaps five stars) and a comment box.
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Our team loves complex web site development. We understand the importance of keeping a very macro perspective working hard to listen and understand our client’s business landscape and objectives. Like engineering and designing a simple customer feedback form, we also get a thrill out of executing the small details paramount in creating a memorable online experience. So give us some feedback and tell us about your new web development project and experience our way of thinking.
Steve C. Kahle - Managing Principal - White Lion Internet Agency