the support experience...sx & ux introducing the support experience 10 the overall experience of...
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22 October 2015 AllSeen Alliance 1
The Support Experience:
JEREMY HILLDirector, Product Management
Designing an amazing UX for when things go wrong
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About Radialpoint
Providing Premium Technical Supportfor more than 10 years
Located in Montreal, Canada
100+ employees
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Technical Problems Solved& Counting
Over
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The Company We Keep
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1. About Radialpoint2. Introducing the Support Experience3. Supporting the IoT4. The Perfect Support Experience5. Why Choose a 3rd Party to support
your device?6. Conclusion and takeaways
Agenda
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The Number of IoT Devices by 2020
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SX & UXIntroducing the Support Experience
10
The overall experience of a person using a product such as a website, computer application or connected device, especially in terms of how easy or pleasing it is to use.”
The User Experience
11
The overall experience of a person using a tech product when it doesn’t work as intended, especially in terms of how frustrating or hard it is to access and receive quality technical support to resolve the problem.”
The Support Experience
12
Supporting the Internet of Things
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Expectations vs Reality of IoT
vs
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Users have and always will buy the Experience, not the device
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IoT Reality
60% of consumers self-install smart home devices, but majority of device owners would prefer
professional assistance
Up to 73% of consumer tech support incidents involve another vendor’s product. This multi-vendor complexity is
increasing the difficulty of a typical support call
39% of owners of smart home devices report experiencing problems with their devices
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How to Bridge the Gap
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The Perfect Support Experience
Think about the Support Experience when building your products
ProactiveNotification
Specialized Tools
Iterative Process
Remote Diagnostics & Automated
UpdatingLearn from your call
drivers and feed those learning back into your products
Use tools to leverage the
connected nature of your product and
allow technicians to easily interact with
the product
Proactively notify your customers of potential problems before the happen
Install automatic updates, detect and fix problems before the end-user even knows there is an
issue
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The Support Experience
Presales Installation & Set-Up Ongoing Support
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Presales
People want the peace of mind that comes with knowing that they will get great support if it’s required
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Installation and Set-Up
Support during installation and set-up pays for itself by decreasing NFF returns
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Ongoing Support
Ongoing support is especially critical when products control home environments, security, health, etc.
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Why Choose a Third Party to Deliver Tech Support?
Your Device
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Taming the Wild Wild West
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Takeaways
Plan the support experience of your products from the very beginning
Be prepared to support all the devices your product connects to and interacts with
Stay focused on what you do best, let others do what they do best
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Jeremy Hill
linkedin.com/pub/jeremy-hill/10/1b3/81a
@JeremyKnoxHill
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Thank youFollow us on
For more information visit radialpoint.com or email [email protected]