4 Software Considerations When Looking for Repeat Business
As we know, the software used is a critical part of any business. But what happens when that software starts to cause more problems than it solves? To retain our customer base and achieve repeat business, it’s important to consider all the angles – including software issues.
Think about how we could use codeless automation testing tools and other ways to test our software so that we are not creating the wrong impression with anyone or causing them problems with their business or personal computer use.
Here are four things to think about when your software starts causing you headaches.
Think about how much downtime your software is causing you. This is an indication of whether there may be problems with it and therefore errors to detect in its coding. These should have already been discovered but this is not always the case.
We should think about whether our computer downtime has been scheduled or is unplanned. An error will not have been planned for.
Think about how to communicate with your customers when there is a problem with the software. You never want to admit that your software is to blame but it can be better to be upfront and honest with customers than have them struggle to then find out later that an error you knew about was to blame.
Then think about the consequences of the downtime. This may have meant lost customers and therefore impacted profits.
Always consider whether there is enough support staff when there are software problems to be talked through and solved. There is nothing more frustrating than waiting to get through on a phone line or when the person on the other end of the computer is taking a while to come back to you with a response.
A team should always have the right skills to deal with software issues. Not just general computer skills but knowledge of that particular piece of software.
There should be a way of monitoring and tracking the support issues. This is so that everyone can learn from the effectiveness of the experience.
The average resolution time is an important issue for many and should be considered. Always know what this time is and look to improve on it.
Software must meet the needs of the business. Otherwise, there is no point in having it. Software that is tailored to the needs of a specific business will always be considered the best kind, compared to general software that everyone is trying to make work for them.
Always know the functions of software that are not working as intended and seek to pick up on the coding errors responsible. That is if an automatic process has not achieved that already.
Be aware of the consequences when software lacks functionality because then you are more likely to then put things right. You do not necessarily need to have great expertise within your business when there are such things as codeless automation testing tools to use to our advantage.
Software must be always compatible with other systems. This should be checked for as well as looking for other coding errors. More and more people are using mobile devices such as iPads and iPhones and they will want to view and navigate just as easily as on a desktop computer inside a workplace or perhaps a home office.
Again, know the consequences of incompatibility. Then you will understand the customer experience better and the frustrations that they might be going through because there is even a minor error in the coding of a piece of software that is causing display or navigational problems.
These are just a few things to think about when software problems start to arise. By considering all the angles, you can make sure that you’re taking the proper steps to retain your customer base and achieve repeat business. Software issues don’t have to be a death sentence for your business – with the right team in place, they can be easily overcome.