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  • Effective Ways to Retain Customers During Software Updates

  • 29/06/2017

  • Dipesh Tiwari

Effective Ways to Retain Customers During Software Updates

Retaining Customers During Software Updates

Customer Retention Software is a way to keep engaging with your customers digitally without the use of human resources. A software update is a change that needs time to be implemented successfully. It requires proper planning, execution as well as acceptance.

It is like buying a new house. You feel a lot of excitement, you plan out your moves and there are many emotions involved. There are also mixed feeling about leaving your old house behind that had its own characteristics and memories. The transition takes a while to sink in but eventually you start preferring your new house over the old one. It is quite similar with website updates. Initially most customers are hesitant about changes, even though they may be groundbreaking ones. From a customer’s perspective, it is simpler to stick to the old ways and habits of the software than spend time to understand and use a new process. So how do you ensure that you do not lose out on customers while your software undergoes a transition? This blog talks about ways to retain your users in such situations.

Ways to Retain Customers during Software Transition

1) Ensure Customer Awareness

Any change is often not welcome, especially if it occurs suddenly and without any notice. Users trust the websites they use and any sudden change in flow, structure or design can disrupt their trust. Moreover with the rampant security breaches these days, customers are wary of cyber threats and any change to the norm can put them on high alert. To avoid such a scenario, ensure that your customers are intimated about the changes before you make them. Else there is a possibility of losing their trust and loyalty to a competitor.

2) Do Thorough Research

It is very important to understand your users, their needs and their expectations from your website. Apart from the necessary changes, changes to interface and features should be made such that they improve user experience and make the website more intuitive for your customers. The best interest of customers should always be the priority of any update.

3) Outline your Strategy and Involve the Customer

A solid strategy is required before making any updates to your website. A significant part of the planning involves getting customer feedback throughout the process. By doing this, the customer feels empowered and feels that he or she is part of the transition. This encourages the customer to stay on with your website instead of shifting allegiance.

4) Help Out the Users

Once the transition is complete and the changes are live, reach out to your customers and assist them to understand the updated platform. While some changes may be self-explanatory, there may be a few in which the users may require help to understand. Ensure you are available to offer assistance and guidance to your customers at all times.

Keeping your customers informed is a way to keep them happy. Software and website updates are an essential part of this industry. Follow the aforementioned strategies to maintain customer retention and increase your engagement with them during any change or update.

Source: http://www.crmasia.org

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ABOUT THE AUTHOR

Dipesh Tiwari

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