The following is a guest blog written by Nancy Breed, Senior Director of CX Consulting, at TaskUs. Learn more about TaskUs by visiting their website.
To learn more about this topic and other challenges in CX, join us at the Customer Response Summit, in New Orleans on February 4th-6th, 2019.
With 80% of new product launches failing annually, it’s no wonder why modern businesses of all sizes are looking for advice and guidance when they’re first coming to market, launching new products, or extending product lines.
The technology industry is perhaps the most vulnerable to product launch failures. Despite how innovative a new product might be, if the service experience that supports it is second rate, enthusiastic reviews will quickly turn into very public complaints. These issues can stem from a variety of reasons such as issues with customer support operations and quality design expertise or the absence of an end-to-end customer experience (CX) strategy to name a few.
For example, a well-known social media company prepared to launch a new product that deviated from its typical playbook. With past product launches, typical customers were young, technically savvy, and well-versed in employing self-service tools and user communities if they needed support. However, its leaders knew that their existing approach to customer support would not match the need of the new product due to a broader audience profile in regards to age and technical skill.
This social giant needed to find an experienced partner to help them design a CX strategy for their new product and to build out a customized, end-to-end CX strategy that would work for their new group of users. The ultimate goal of this endeavor was to gain rave reviews from customers by enabling the support agents with the smartest training, processes, and tools to deliver an amazing experience.
Attend our panel at the Customer Response Summit in New Orleans to learn how TaskUs CX consultants developed a process map for each intended experience, optimized and developed channels and agent performance, and created a CX organization that fostered the success and adoption of a new product.