Most start-ups nowadays will focus 90% of their energy into creating the best software and technology possible on their budget. They will invest thousands upon thousands into the development of ‘geofencing’, ‘accessible cloud data’ or whatever else, finish with a fantastic app, bulging at the seams with ground-breaking functionality, and then sit back and watch eagerly to see how users will engage with their app. When the ‘next Uber’ or the ‘next Facebook’ that they have created doesn’t gather the momentum that they had hoped it would, they will sit back and ponder. “Why is no one accessing the app”, “why is my £800,000 investment bringing me little to no revenue”, and most of the time, the answer is straightforward. They got too caught up in the software and abandoned the service. If you are expecting a potential user to invest their hard-earned wealth on your product, the service that you provide needs to be excellent. Although self-service within software is both beneficial and essential for long-term growth, computers are still nowhere near the level of communication that a human can provide. Potential customers want reassurance. They want to be told by a human, precisely what they can expect from your product. If you want a company to invest £3,500 in your innovative new filing system, they want to know what sets you apart. Why chose you? That is why you need well trained, competent and helpful staff working on your sales team, your help centres and on your social media channels. Do you know how many companies/individuals may have been considering purchasing your product, but didn’t because your service didn’t provide the transparency to enable them to do so?
A simple chat box in the corner of the screen from a help centre worker asking how they can help may have pushed through the deal. Don’t get me wrong; not all service should be human-aided. Not every single navigation throughout your site needs to be hand-held, as this can make your potential customer feel out of control, and so the use of cleverly implemented self-service functionality is essential when developing your product. If you manage to get the balance correct, you will find that your product potential will grow exponentially. It is now easier than ever to produce a piece of software, an app, a website and that is great; however, that means that standing out from the crowd is now harder than ever. What is going to separate your photo editing app, from the other 75,000 on the app store? Regarding technology capabilities and software functionality, there may not be much to isolate you from the rest of the pack, however, regardless of your company budget or size, there is no reason why you cannot ensure that your customer service is a cut above the rest. You could have the best product in the world, but if the consumer can’t give you a call to request a demo or email you to discuss pricing etc then you are your own worst enemy.
That’s why at Tribuco, we do things right. We believe that our smart cloud-based technology is only as good as our 24/7 support. After years of careful research and development, we have developed a platform that we are incredibly proud of, thanks to the fantastic work of our team. However, what makes Tribuco different, is our constant consideration for the end user service. We have been tirelessly researching what our clients want, and implemented them into our software, making Tribuco a user-friendly, excellent service for our consumers. The software itself is straightforward to navigate, as we understand that not everyone understands tech. However, if for whatever reason human interaction is wanted by the client, it couldn’t be easier. Our contact information is branded in various locations across both our app and our website, which once called will give you immediate support, 24 hours a day for managers and app users. Our live chat feature can put you into contact with a dedicated team member instantly, meaning the consumer can be constantly reassured, that if they do find themselves in need of our assistance, it will be given to them free of charge, on demand.