When a service of any kind is provided, one inevitably collides with the dilemma of providing the right information to the customer for correct use of the product or service offered. Because the end user will have to make good use of it. At least that’s what everyone hopes. Today, providing the classic instruction booklet is now a thing of the past. You can send videos, screenshots, audio and texts that guide the user. The more the information is efficient, i.e. exhaustive and simple to interpret at the same time, the more good work is being done. Since the web is truly a rich and easily accessible resource, we should always check that the information we would like to communicate is not already present. This would simplify things a lot, because you could forward that source directly to the user, perhaps filtering it or restricting the variables. For example, if you send a video tutorial, you could indicate at what minute the necessary information is available. Another aspect that should not be underestimated is the way of communicating this information. For example, a question to ask could be which social media the user prefers to use. Very often Whatsapp is the holy grail of communication, as it allows a rich, simple and complete interaction. Other times, the winning combination of social media useful for your business can be discovered through experience. You shouldn’t be afraid to use these platforms: as long as we remain in control of them and guarantee a continuous delivery of content in order to confirm our presence in the specific sector of work.
Providing useful links on which to direct the user to search for information is a good practice too. If you don’t have time on your hands, but still want to provide assistance, directing the user and putting them in good conditions for easy search is an excellent strategy.
Providing correct information is not easy, especially when communication is not so effective, and the user himself is unable to express his needs clearly. In this case, asking more questions can help narrow the field and understand what it refers to or what the request is. So try to keep communication open and don’t forget to update the customer on service developments.