Blue Manta Consulting’s Post

3 ways to prevent automation from ruining your customers' experience but first, a story... I've had a really 💩 experience with one of my vendors what's wild is I LOVED this vendor 8 months ago because they helped me build my business but now, I'm looking into switching to another vendor next year (even though they were personally referred and vouched for by a good friend of 10+ years) problem is that this business has relied waaaaaay too much on automation to scale they've built a metric ton of cookiecutter processes that supposedly help make things more efficient... but the majority don't apply to my business which means I send countless emails asking them to amend contracts, change details in the system, or edit their automation it's a PIA and makes for a terrible customer experience --- here are 3 ways to avoid creating a 💩 customer experience via automation: ✅ 𝗣𝘂𝘁 𝘆𝗼𝘂𝗿𝘀𝗲𝗹𝗳 𝗶𝗻 𝘆𝗼𝘂𝗿 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝘀' 𝘀𝗵𝗼𝗲𝘀 Create a dummy account & see what the customer experience is like. Try doing this for your top 3 types of customers. Identify if there are ways you can make the experience more applicable to each. ✅𝗨𝘀𝗲 𝗽𝗶𝗹𝗼𝘁𝘀 𝘁𝗼 𝘁𝗲𝘀𝘁 𝗮𝘂𝘁𝗼𝗺𝗮𝘁𝗶𝗼𝗻  Before you launch an automation to your entire customer base, test it! Run a pilot with some customers that are extra vocal about feedback. See what they say and tweak accordingly before launching. ✅𝗦𝘁𝗼𝗽, 𝗰𝗼𝗹𝗹𝗮𝗯𝗼𝗿𝗮𝘁𝗲, 𝗮𝗻𝗱 𝗹𝗶𝘀𝘁𝗲𝗻 Make sure all your customer-facing teams have one central location to record customer feedback about automations. Analyze it monthly and share major themes with Product. p.s. what's your favorite automation?