creating an incredible customer experience

@CitrixConcierge || http://live.GoToAssist.com

Crafting an Incredible User Experience #UX || #CX

Zachary Weiner Developer Evangelist

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Citrix Concierge

http://live.GoToAssist.com/


If you sign up for Citrix Concierge today, you’ll be offered to join our FREE PLAN!

Sign Up Here:http://bit.ly/gotoconcierge


2

Concierge


http://bit.ly/gotoconcierge


About @DevelopingZackI started developing software in 2006 for a startup I founded focused on Real Time High Frequency Stock Trading.

Even though it didn’t become a unicorn, that experience eventually that led to me working for high end clients like Hilton Hotels, Nascar, and PriceWaterhouseCooper.

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In 2012 I wrote the first Credit Card Processing app to be accepted into the Microsoft Windows Store, and landed an awesome role as Sr. Software Engineer @ Citrix in 2013.

In 2014 I transitioned into Developer Relations to work on Promoting the products that came from the development team I was on.

About @DevelopingZack

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IntroWhat will we cover?

➔ UI vs. UX vs. CX What are these acronyms for?

➔ What’s the Difference?Aren’t they all the same thing?

➔ Why Should You Care?What’s the big deal anyway?

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@DevelopingZack || http://live.GoToAssist.com

User Interface (UI) vs. User Experience (UX)

What’s the difference?

TipThese terms are not interchangeable!

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User Interface (UI): Is the Visible Design

TipUI can contribute to a user’s experience, but will rarely be the only factor in the overall experience. Unless you timetravel back to 2003.

Any element that can be seen on a screen is part of the UI. This includes fonts, colors, sizing, placement, menus, drop downs, etc…

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User Experience (UX): Is How The UI Elements Interact with Each Other

TipUI can contribute to a user’s experience, but will rarely be the only factor in the overall experience.

User Experience is about feeling. ● How do I feel when I use this?● Is the next step intuitive?● Can I easily understand the goal?● What gets in the way?

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Customer Experience (CX) vs. User Experience (UX) Whats the difference?

TipThese terms are not interchangeable!

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Customer Experience (CX): A Collection of User Experiences Tip

Customers come for a specific reason. They have a measurable/tangible goal in mind. User-centric apps may have Advertisers as clients.

How do the experiences of achieving each goal interact to complete all the customers expectations .

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@CitrixConcierge http://live.GoToAssist.com

UX and CX Are NOTInterchangeable for the rest of this conversation. But they lean on each other to be successful!

TipCustomer Experience is closely related to User Experience in the same way that UX is closely related to UI.

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Users vs. CustomersThe main difference between users and customers is that customers convert!

The secondary difference is that users may not need to achieve a series of goals to have a complete experience.

I.e. Users Browse Facebook, Customers Buy Ads on Facebook

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Customer ExpectationsIt sounds like Customer Experience because they’re closely related.

Customer Experience is highly dependant on what a Customer expects to be able to achieve with using your website or app.

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Where Does Customer SatisfactionFit in?

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https://translate.google.com/community


Customer Satisfaction It sounds like Customer Experience & they’re closely related.

A Customer’s level of Satisfaction is essentially a Sum of User or Customer’s Combined Experiences.

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How To Improve Customer

Engagement Through User Experience

Your users and customers are people.

People tend to shy away from repeating difficult tasks.

Make it easy, and they’ll repeat the actions.

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4. Simple TricksHome/Login Page UpdateWeb & Mobile Front Pages Need to do something!

Feedback, Feedback, Feedback Add a Comment/Feedback area to your footer, or settings page.

Show Less, Imply More Use Visual Cues to indicate what might otherwise be written (think emojis)

Rule of 4 Apply the Rule of 4 to your User/Customer Experience

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Just Skip It! Don’t make the User/Customer login everytime they open your app, or reach your page.

Take a page from the apps with the Best Engagement and skip the login page (use caching).

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Feedback Only 1 out of 26 unhappy customers complain. The rest churn. A lesson here is that companies should not view absence of feedback as a sign of satisfaction. The true enemy is indifference.

Giving Users/Customers a way to express their views is a

simple way to create a more Engaging User Experience.

Source: http://www.huffingtonpost.com/vala-afshar/50-important-customer-exp_b_8295772.html

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Feedback85% of customer churn due to poor service was preventable.




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Feedback67% of customer churn is preventable if the customer issue was resolved at the first engagement.




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Feedback70% of companies that deliver best in class customer experience use customer feedback




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Show Less, Imply More

Icons are a great way to simplify an explanation into an easy to understand instruction

Look How Icons imply the ability to add a new update, find your profile, add a friend/search for someone, etc…

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Show Less, Imply More

In this view we can see the customer name with an icon to describe the interaction and the requesting platform.

This gives the user a quick view of the requesters details with the ability to filter at a glance.

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Rule of 4

When applying the rule of 4 it’s sometimes easiest to reverse engineer the process starting with the goal, and then figuring out how to reach it.

Update >

Comment >

View >

Status

No Action or Goal should be more than 4 clicks away.

Category > Item > Detail > Action

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1 simple trick to get customers coming back over and over again

Let your users reach you Where, When AND How They Want.

-David Hayman, Citrix 26



‘How’ Your users want to reach you.

Yesterday Today

Chat Support Allows a user to communicate via text

Video Start a 1 or 2 way video chat from a button in your app or website

Voice Let your users call you from clicking a button inside your app or website

Screen Sharing See what your customers see, and draw on their screen live! 27



ConciergeText Chat Text chat easily allows your customers to send you real time messages that you can respond to immediately!

Voice Chat With Concierge Voice chat your users will never need to copy/paste another phone number again!

Video Chat Let your customers see your representative to give the call the personal touch it deserves.

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Concierge - Chat, Voice & Video

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ConciergeScreen Sharing Allow your customers to show your what they are experiencing, with no additional effort.

Annotations Draw on your user’s screen to instruct them how to overcome the obstacle, or achieve the goal!

Camera Sharing Let your users show you what they are seeing the real world with their front or rear facing camera

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Concierge - Screen & Camera Sharing

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1 simple trick to get customers coming back over and over again

Let your users reach you from where they want when they want. -David Hayman, Citrix 32



How would you like to get a chance to use Concierge for FREE for LIFE?

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Lets Be Friends! Citrix Concierge want’s to be friends with you, because friends have an open and honest dialog.

Seriously!

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Join the Club! If you sign up for Citrix Concierge today, you’ll be offered to join our FREE PLAN!

Sign Up Here:http://bit.ly/gotoconcierge

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http://bit.ly/gotoconcierge

@DevelopingZack || http://live.GoToAssist.com 36



Q&A

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Zack Weiner Developer Evangelist

Citrix [email protected]

@DevelopingZack


mailto:[email protected]


Follow Us:@GoToAssist@CitrixConcierge@DevelopingZack

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How’d We Do?

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Please fill out the survey that opens after you leave the webinar :)



Thank You! Zachary Weiner

Developer Evangelist [email protected]

@DevelopingZack

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Crafting an Incredible User Experience #UX || #CX


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Citrix Concierge


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