Maya Angelou, the poet and civil rights activist, said it best: “People will forget what you said, people will forget what you did, but people will never forget what you did to Latest Mailing Database them. to feel. It's a universal truth, but companies forget at their peril. The feelings that customers get from an experience with your business are far more important than any measure of “response time”. This applies not only to conversations a customer may have with your sales or support teams, but even when they don't speak to you at all, such as when they're in your search help center. of answers. At Intercom, we work hard to understand more than what our customers want to do . We explore how they want to feel and how they would like to be helped .
Keeping our customers' needs in mind helps us create content that sets our customers up for success and motivates them to Latest Mailing Database achieve it. Negative emotions can delay learning. Imagine how your customers feel when they land on your help center. There's a reason marketing content is more memorable than most help content: it has context. Marketing is all about telling users what they can do with your product, while a lot of help content just focuses on the tool. By clearly describing the work clients want to do, we can create content that gives users that “aha! moment. For example, "Working together to achieve your project goal on time" is likely to resonate much more than "Here's how to use Example App's team feature."
Maybe they're confused about how a feature works, frustrated that they can't solve a particular problem, or eager to learn more about your product. Few companies take the time to anticipate and respond to the real frustrations experienced by customers. When you reach out to Latest Mailing Database ease your customers' concerns, it helps instill an optimistic attitude, which in turn inspires learning. At Intercom, we walk through tricky workflows to determine the real pain points of our clients. Then, once we start writing an article, we address those pain points, with phrases like: “We understand that it is difficult to…”'We understood. It can be frustrating when…”“A great workaround to this problem is…”Pro tip: Pay special attention to the friendly and empathetic attitude of your support team and incorporate it into your help content .