Vous perdez des clients en raison de la lenteur des mises à jour. Comment pouvez-vous les garder engagés ?

Communicate transparently. Whenever possible, share dates or timelines, including delays. Be proactive. If the update contains a fix or patch, explore workarounds or alternatives. Sometimes the features customers are waiting for are not essential to their business process or user journey, so discuss the actual priority and impact of the feature to align on a realistic level of urgency.

Please ensure honest and transparent communication with the individuals most interested in and impacted by any planned changes during a complex system restructuring. This includes your final customers. Additionally, it's important to have a simplified process for clearly announcing service delays in order to help customers feel prepared, and to create room for feedback so that you can prioritize necessary corrections.

To keep customers engaged despite slow updates, focus on transparent communication and set clear expectations about timelines. Offer regular progress updates and involve customers in the development process through feedback sessions or beta testing. In the meantime, provide value through relevant content, exclusive offers, or interim features to maintain their interest and demonstrate ongoing commitment to their needs.

Transform slow updates into engagement opportunities by sharing "behind-the-scenes" stories. Let customers peek into your problem-solving process with quick, relatable updates.

To ensure customers are engaged through their preferred channels, businesses should implement AI-powered omnichannel platforms. These platforms can seamlessly manage interactions across various touchpoints, such as phone, email, chat, and social media, providing a unified and consistent customer experience. By analyzing customer data, AI can determine and respect individual channel preferences, maintaining continuity and context as customers move between channels.

Offer your customers exclusive, in-depth sessions on current features while updates are pending. Use this time to educate customers on underutilized aspects of your product, transforming delays into valuable learning experiences and reinforcing commitment to their success.

Para manter os clientes engajados apesar das atualizações lentas, foco em aumentar o valor percebido e entregue. Comunico de forma clara e proativa os benefícios das atualizações futuras e ofereço soluções alternativas que atendam às necessidades imediatas dos clientes. Também procuro proporcionar experiências excepcionais através de um suporte ao cliente eficiente e personalização, garantindo que o valor que os clientes recebem supere a frustração causada por qualquer atraso.

This is a great opportunity to improve your relationships with your users and engage them in a way that makes them feel like they are receiving a unique offer. Consider repackaging the deal at a different level and customizing it to influence their decision-making, while also increasing your presence in various places.

As an AE or Success Manager, work with your customer support team to provide additional, input, advice or other aspects of customer care to a customer impacted by a delay in delivering the update. Proactively share knowledge articles, workarounds or alternatives. This can alleviate the immediate impact of the slow update, and also deepen the relationship by improving the level of knowledge sharing and perceived customer care you are providing.

Develop a program where loyal customers receive points for each delay in updates they must endure. Points can be used to achieve special benefits or early access.

Tiered systems are highly effective for representing and attracting customers' attention to deals, while also creating a sense of community and exclusivity. It's important to ensure that access to perks is relevant to customers by simplifying the eligibility algorithm and increasing the likelihood of them redeeming rewards. This can also help expand your reach across different simultaneous efforts.

This is a critical point. First, I would address two key questions: 1. What’s causing the update delays? 2. Is this an isolated incident or a recurring issue? A feedback loop is most effective when it’s driven by genuine interest in understanding the impact of software updates on customers, rather than as a delay tactic. It’s also crucial to hear the unfiltered version of causation from our R&D team to manage customer expectations effectively.

Turn this feedback into a "Customer Innovator Panel" in which users can contribute ideas and vote on features to be co-actively created. This will make them core contributors, establish engagement, and breed loyalty by co-creating in the design of your product and, at the same time, bring invaluable insights to be consumed in future updates.

While creating a feedback loop shows the customers how valued them and their input are, implementing this while facing challenges in communication can create a back-fire effect, as some customers might feel this is time wasted. Something like "Why do they have time to gather feedback, when they don't have time to update the pipeline?" This feedback loop must be in person.

Delve deeply into the offers and limitations of your services, ensuring you have strategies in place to reinforce the responses you provide. Approach this with creativity, positioning yourself as a provider that genuinely cares about their challenges. This can lead to making one-time exceptions, expediting approvals, and conducting policy reviews that foster a sense of being a supportive ally. This cultivates a strong sense of belonging and appreciation. Maintain a thorough understanding of your policies and clearly outline what can be accomplished in various situations, even those that are complex. This clarity will empower you to navigate tricky scenarios with confidence and empathy, ultimately enhancing customer satisfaction.

Develop a toolkit with interim solutions or workarounds for delayed updates. Regularly share these tools with customers to address immediate needs and show proactive support. This turns delays into opportunities for added value, enhancing satisfaction and loyalty..

Customers have different levels of understanding and knowledge of your product (and how it is implemented in their organisation) and different views of the requirements it is expected to fulfil. Therefore it is sometimes ok to challenge the expectation or request from the customer in cases of specific fixes or functionalities expected from the update. Often the requirement can be fulfilled using other functionality, thus removing the dependency on the update. Work with your product and customer support teams to understand the options. In some cases, the same applies to fixes - there could be a workaround you can recommend. This approach will help the customer avoid the pain of the slow update, and could also improve the relationship.