How to Write a Customer Map Making Software
⏱ Reading Time: 9 minutes
As businesses grow, customers’ needs and expectations hit the roof and map making software can help you with satisfying them. Every business owner has to be on their toes to meet those expectations. Excuses are no longer accepted because the competition is getting fiercer. Today, every company seeks ways to outdo others, even if it requires predicting crucial aspects of their business.
While there are many ways a business can get rid of the competition, one of the most efficient ones is to get customers to come to you instead of the other way round. And the proven way to do that is to give existing customers an excellent experience. According to Brain Insight, businesses with better customer experience get a 4% to 8% higher revenue than their competitors.
Of course, unless you are a psychic, knowing what a customer will need beforehand may seem like bother-line sorcery. But that is when a simple tool — the customer service mind map — can become your magic wand. So, what is the mind map and what are the customer questions you can predict when creating one? Let’s have a look.
What Is a Mind Map?
A mind map has your ideal customer attributes in mind, along with what they want and how you can offer them these things.
A map making software is created by building structures to help you serve your client better from their perspective. First, you will have to use map making software to monitor current customers’ experiences. Afterward, you’ll find repetitive patterns and use them to predict future clients’ expectations.
Having a mind map is essential for customer service representatives since it improves their service. Besides, a mental map of your customers’ needs and expectations puts you at an advantage by helping you provide them with the services they need.
How Do You Make a Map?
The easiest way to make a mind map is to use map making software; however, having the tool is just one part of the job. Your map making software will be useless if it does not have the right questions included in it. Unless you provide an essay writing service, you can find writing content for digital tools challenging. Similarly, building map making software requires training yourself to know your customers better with every interaction, but you must be up for the challenge. The time you spend responding to clients’ requests will help you answer some critical questions while building your customer service mind map. The answers will thereby form the base for guiding your predictions.
The first thing you must know about these questions is that they are from the customer’s perspective. So, create your mind map based on the questions they are supposed to ask and think about how you should answer them. Note: when attending to customers, always have a mental map example ready to predict their questions and possible answers.
Here are eight essential questions that you must answer when writing a customer service mind map. Knowing them beforehand allows you to explore all possible solutions and pick the most favorable one.
1. Is My Service Easy to Use?
Irrespective of how simple your service is, there will always be that occasional customer who needs help understanding how to navigate it. On the other end of the spectrum, some issues may arise because of a possible shortcoming in your service. Hence, when making a mind map software for improved customer service, ask yourself all the things that could go wrong with your service.
Sometimes, the fault may arise from the customer’s mishandling of your product or their inability to follow instructions, and you must factor this in. Put yourself in their shoes and ask, “If I was a customer who did not have any prior knowledge about this service, what mistake could I possibly make while using it?” Your answer will help you form the basis of a solution to that problem.
Picture 2. ask yourself all the things that could go wrong with your service
2. Why Did You Take Off That Feature?
In July 2020, Twitter brought on the fleets feature similar to Facebook, WhatsApp, Instagram, and Snapchat’s 24-hours disappearing media feature. It took a little adjusting when it came on, but people soon began to use the feature. Surprisingly, a year later, Twitter announced that they were taking off the fleets feature.
Of course, the questions poured in even when the new feature was introduced. Twitter had its reasons, and it may or may not have to do with consumers. But Twitter anticipated users’ questions and dropped an extended press release with motives that were hard to argue against.
So, when building your map making software, create room for feature-related problems and know how to tackle them. Taking a feature away from your service will trigger questions from stakeholders, and sometimes they may seem pissed about it. So before taking the step, you should anticipate and plan to answer most questions that will arise due to the change.
3. Why Has My Package Not Arrived?
In business, you can predict most things. However, logistics is often tricky because you are no longer entirely in control when a package leaves you. You must prepare for questions related to product delivery and have the correct answers to them. You will have to be reassuring while answering these questions, especially from an aggrieved customer. When clients call, they often need instant solutions; being armed with answers from your mind map can make the difference between retaining a customer and losing them.
Picture 3. Be armed with answers when expecting logistic problems
4. Why Can’t I Access My Account?
Losing access to an account may be a technical error from your end or that of the customer. It is a widespread problem, so the question of account loss will come up often. When it does, you must answer, promise to fix the issue, or guide clients through ways of solving the problem on their own.
Irrespective of who caused the issue, the call will end up on your desk, along with a considerable amount of blame. Even if the problem is due to the customer’s negligence and carelessness, they should not be left alone to their devices. Your mind map should also furnish you with all solutions for when a customer is locked out of their account.
5. Why Don’t I Have a Discount?
Many customers believe that once they make a bulk purchase, they are entitled to a discount. While they may or may not be eligible for one, you must be prepared for when they’ll try to demand it. When answering this question on your mind map, understand that even the most customer-oriented business cannot operate at a loss.
Discount-related queries can cause you to panic if you don’t have an answer handy in the form of a mind map. ‘No’ is a valid answer when the situation requires it, but always have convincing reasons behind your answer. With a carefully written mind map, you can attend to these customers in a way that encourages them to keep doing business with you even if they don’t get the discount or perk they expected.
Picture 4. Be armed with answers when expecting logistic problems
6. Why Did the Price Change?
Different factors can affect the value of a service or product; however, when making price changes, business owners often look from their side of the prism, not the buyer’s. Customers, on the other hand, are looking from what their pockets can afford. Since both parties are looking at pricing differently, reaching an agreement may pose a challenge.
Ensure that you are not caught unawares with the price question in the middle of a conversation with a customer. A vital part of map making software for a customer service is understanding the customer’s journey, especially their response to change. So answering the pricing question on your mind map will help you handle the situation effectively.
You could answer the price change question by saying, ‘We apologize for the inconvenience the price change has caused you. From recent interactions we had with our customers, we decided to work on ways to improve the quality of our service, which drove our prices up. We guarantee that you will notice the increased value when you use our service soon. Please note that our prices are still highly competitive with a product/service that now ranks among the best in the industry.’
7. Why Is Customer Care Responding Slowly?
When customers have an issue with a service or product, they often demand immediate answers. They assume that the moment they call, they should get answers and solutions to their problems. However, because of the number of customers, a business serves in a day, replying to clients’ complaints as quickly as they send them is not as easy as they think.
You could expect them to be patient, but aggrieved customers rarely have time to see things from your point of view. Therefore, anticipate what to do when a customer feels you respond slowly. Use your mind map to build solutions that can reduce your response time and placate customers. This approach will always trump the infamous ‘We will get back to you shortly’ response.
8. Why Is Your Website Not Opening?
Websites occasionally experience downtime, destabilizing omnichannel professionals and customers. From the customer experience desk, downtime may seem like a minor work setback for the IT department to fix. However, downtime means clients cannot connect to or reach the company, and since money is involved, they can become hysterical.
For the period required to fix the issues with a website, it is common for the customer care lines to buzz nonstop. Problems like this can overwhelm you, which is why you need to plan for it when creating your mind app, so anticipate technical issues and build a solution for them. This solution may be in the form of answers for agitated site users, alternative channels for them to interact with you, or a blend of several approaches. Map making software can help you with that too!
You could reply to customers calling for website access by saying, ‘We sincerely apologize for the inconvenience you are facing. Our technicians are working hard to improve the website, make your experience seamless and improve site security. Please exercise a little patience: the website will be back up in 10 minutes. Thank you. ‘
The customer service mind map is an effective medium for turning curious or aggrieved customers into brand loyalists. A business thrives on the usability of loyal customers, and the best way to serve them better is to know what they want and need. Using the questions we listed above, feel free to create a mind map with answers and solutions to your specific issues. Finally, use your mind map to predict customers’ future experiences and improve your client care processes.
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