There are better applications available today.
Old technology while still working may not be efficient
All too often people are attracted to the bright lights of technology and they jump in with insufficient knowledge only to regret it later. On the other hand, others hang onto old technology because it is still working without regards to the benefits new technology can bring.
Whether you call them customers, clients, patrons, guests or patients, customers are your organisation’s most important asset. And that means customer service, the customer experience and loyalty should be among your top priorities when evaluating the software you use.
No matter when or where the customer journey begins, from your website and online chat to physical locations or a call centre, customers expect you to provide a unique and personal experience. This is where the right software applications come into play.
Find ways to use big data and analytics to recognise your best customers across channels and know exactly where they are in their customer journey and how you can improve your services to them?
Use this checklist as a guide to evaluate the purchase of new software applications.
Feasibility of buying new software
- What is the purpose of the software to be purchased?
- Is it part of ‘Cloud Computing’, SaaS (Software as a Service)?
- Can you purchase it as an app for you main system?
- Will it improve mobility in the business?
- Will the software run on your computer and network?
- What is the hardware to be used?
- Is there any new hardware required?
- Can the software be made available to multiple users?
- Can it be purchased online?
- What is the cost/benefit? Have you done a cost/benefit analysis?
- Can you afford it?
- Does the price include the technical support you need?
- What is the delivery schedule?
- How long does it take to install?
- What are the warranty provisions?
- Can you offload your current software to help a non-profit or business in your community that doing it tough?
Do your applications provide for a flexible and mobile working environment?
What are the application’s content and features
- What are the must have features?
- What are the nice to have features?
- Is it compatible with current software used?
- Is the level of features appropriate?
- Will it help to improve customer service and customer experience?
- Is the content accurate and available in your language?
- Will it accommodate the learning styles and preferences of your people?
- How flexible is the program?
- Does the application solve all the current problems you have?
- Is the program interesting and will your people like to use it?
- Is the screen display aesthetic and effective?
Operation of the software
- Will it require your system to be shut down for any length of time?
- Is it easy to use, reliable and secure?
- What training will be involved and what will be the cost?
- Are tasks and directions clear and easy to follow?
- Is it compatible with our output devices?
- How much control are the learners allowed?
- How much interactivity does the program offer?
- What is the quality/degree of feedback?
- What kind of record-keeping does it have?
- Does it have appropriate levels of password security?
- Do you need a critical time support contract?
- Is the software scalable as we grow?
- Can additional features be easily added?
[read more=”Personal Experience” less=”Personal Experience”]
Boosting your customer’s loyalty is about taking a long-term view along with the right software applications to support customers long-term all day, every day.
Become an organisation that respects customer loyalty by improving your access to data, analytics and software applications that will help to provide operational excellence with a unified digital capability.
Go beyond rewards to recognise and engage customers in all stages of their journey This means taking into account all customer touch points and evaluating the software being used.