Are you available?
Things go wrong. Technology doesn’t work like it should. And customers don’t always know what they’re doing, even if you think they should. So just make sure your customers know how to get in touch with you. Make it glaringly obvious. In all your encounters.
A CONTACT link on every page. A phone number or email address on the bottom of each page. A HELP link. Something.
I just spent twenty-five minutes on WebEx, ostensibly in a meeting. Yet I actually spent about twenty of those minutes clicking every button, and scrolling through the lengthy help file, to try to find help. I went back to the original email with the link, but there was no hint about how to contact the event hosts. I couldn’t see the presentation slides. WebEx is pretty easy to use–click the link, join the conference. But maybe I did something wrong. Or, perhaps something was wrong with WebEx. Or with the space-time continuum. Who knows. I don’t. There was no way to get in touch with the hosts of the call. So after twenty minutes of trying to fix the broken technology and hearing little of the audio portion, I just hung up and logged off the event.
The post event survey asked for my feedback. Too late, though.