Technology has opened up our world, especially with regards to my industry, website development. But it has also opened up a brand new challenge, with regards to customer service. It can be difficult for a programmer to explain what goes into designing a website to a business person who has no knowledge of how the technology works.
At Datex Media, we have a Project Manager, Erwin Smith, who helps us bridge the gap between geek-speak to business owners and executives and vice versa. The following post is written by Erwin, and explains how he deals with customer service in a technology world.
The first thing I make sure to do with any client is to get a thorough understanding of what their business is, how they operate and what their goals are for the company. I know how competitive it is out there, and ensuring I give our clients the time and attention they deserve helps us to create a website that suits their specific needs and objectives. For example, I’ll ask them questions about why they do a certain process in a certain way so the programmers can figure out how best to write the code. But even with all the communication that takes place, issues can and do arise.
A couple of the most common customer service issues that come up deal with the technology that goes into creating a website, and the lack of understanding the average person has of it. For example, getting clients to understand the time that’s required for programmers to provide the best possible solution for their request. It may look like a simple page to them, but there are many things going on behind the scenes that need specific attention and a programmer’s creativity to produce the function or tool they envisioned. Another issue is maintaining proper momentum and not pushing our client’s patience.
In both cases, communication is key. When speaking with a business client, I try and keep it simple. Because I am familiar with technology, and much of the language that goes along with it, I know how to communicate with the programmers that are building the website. Speaking both “languages” is a major plus because it allows me to be a liason between the clients and the programmers. This skill, I believe, is crucial for customer service in this industry.
Trust is another key componant in customer service. I find that keeping our clients updated on the progress of their websites on a regular basis helps build a stronger relationship with them. With this foundation, they don’t have to understand the technology that goes into what we’re doing, because they know we are working to give them exactly what they want. Of course, the proof is in the pudding. Once a business has seen the finished product, they know we heard everything they said.
Customer service in a technology world has some special challenges. I believe that getting to know your client and how their business operates are keys to giving them a website that suits their specific needs, it also helps build your credibility because these clients will provide word-of-mouth advertising for you. So what have I left off? What do you do to ensure quality customer service? Please let us know by leaving your comments, questions or suggestions.