{"id":6340,"date":"2019-04-28T13:00:32","date_gmt":"2019-04-28T13:00:32","guid":{"rendered":"https:\/\/www.walkme.com\/blog\/?p=6340"},"modified":"2023-05-02T15:45:50","modified_gmt":"2023-05-02T15:45:50","slug":"improve-customer-experience","status":"publish","type":"post","link":"https:\/\/www.walkme.com\/blog\/improve-customer-experience\/","title":{"rendered":"How On-Screen Guidance Can Improve Your Customer Experience"},"content":{"rendered":"<span style=\"font-weight: 400;\">Do you value your customers\u2019 time?<\/span>\n\n<span style=\"font-weight: 400;\">This might seem like an obvious <\/span><i><span style=\"font-weight: 400;\">yes. <\/span><\/i><span style=\"font-weight: 400;\">But unless you provide a <a href=\"https:\/\/www.walkme.com\/blog\/customer-experience-tips\/\" target=\"_blank\" rel=\"noopener noreferrer\">seamless and efficient online experience<\/a>, your customers might feel differently. <\/span>\n\n<span style=\"font-weight: 400;\">Time is a valuable commodity, and customers have little desire or patience to spend it searching your site for the products they want. <\/span>\n\n<span style=\"font-weight: 400;\">In an increasingly competitive business landscape, finding <a href=\"https:\/\/www.walkme.com\/blog\/boost-customer-experience-innovation\/\" target=\"_blank\" rel=\"noopener noreferrer\">innovative and effective ways<\/a> to improve customer experience is essential. <\/span>\n\n<span style=\"font-weight: 400;\">That\u2019s why many companies have turned to on-screen guidance to provide a more satisfactory customer journey.<\/span>\n<h2>Consumers are demanding simplicity and ease of use<\/h2>\n<span style=\"font-weight: 400;\">Online shopping is becoming the preferred mode of purchase for many consumers. According to <\/span><a href=\"https:\/\/www.pewinternet.org\/2016\/12\/19\/online-shopping-and-e-commerce\/\" target=\"_blank\" rel=\"nofollow noopener noreferrer\"><span style=\"font-weight: 400;\">Pew Research Center<\/span><\/a><span style=\"font-weight: 400;\">, <img loading=\"lazy\" decoding=\"async\" class=\"alignright wp-image-6343\" src=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2019\/04\/shutterstock_530222965-1.jpg\" alt=\"customer experience\" width=\"400\" height=\"281\" srcset=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2019\/04\/shutterstock_530222965-1.jpg 1000w, https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2019\/04\/shutterstock_530222965-1.jpg?resize=300,211 300w\" sizes=\"auto, (max-width: 400px) 100vw, 400px\" \/>79% of Americans now shop online. Among active online shoppers, <\/span><a href=\"https:\/\/learn.g2crowd.com\/2019-retail-trends\" target=\"_blank\" rel=\"nofollow noopener noreferrer\"><span style=\"font-weight: 400;\">G2 Crowd<\/span><\/a><span style=\"font-weight: 400;\"> found that over 51% of Americans would rather shop online than in stores. <\/span>\n\n<span style=\"font-weight: 400;\">The growth of consumer activity online has transformed the traditional <a href=\"https:\/\/www.walkme.com\/blog\/what-customer-experience-means\/\" target=\"_blank\" rel=\"noopener noreferrer\">understanding of the customer experience<\/a>. Today, omnichannel consistency is integral. <\/span>\n\n<span style=\"font-weight: 400;\">Creating a <a href=\"https:\/\/www.walkme.com\/blog\/customer-journey-map\/\" target=\"_blank\" rel=\"noopener noreferrer\">smooth customer journey<\/a> means visitors should be able to easily navigate your site or app and find the information they are looking for. According to a survey from <\/span><a href=\"https:\/\/www2.deloitte.com\/content\/dam\/Deloitte\/uk\/Documents\/consumer-business\/deloitte-uk-consumer-review-customer-experience.pdf\" target=\"_blank\" rel=\"nofollow noopener noreferrer\"><span style=\"font-weight: 400;\">Deloitte<\/span><\/a><span style=\"font-weight: 400;\">, online shoppers place the highest value on the following factors when deciding to make a purchase:<\/span>\n<ul>\n \t<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Price transparency (80%)<\/span><\/li>\n \t<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Convenience (78%)<\/span><\/li>\n \t<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Clarity and usefulness of product information (67%)<\/span><\/li>\n \t<li style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Ease of navigating the website to research or purchase products (60%)<\/span><\/li>\n<\/ul>\n<span style=\"font-weight: 400;\">Addressing each of these factors is critical to efforts to improve customer experience and boost long-term customer retention.<\/span>\n<p style=\"text-align: center;\"><span style=\"color: #ff9900;\"><em><strong><a style=\"color: #ff9900;\" href=\"https:\/\/www.walkme.com\/blog\/keeping-up-customer-expectations\/?utm_source=blog&amp;utm_medium=inlink&amp;utm_campaign=proceed_ratio\" target=\"_blank\" rel=\"noopener noreferrer\">Dive Deeper: How to Keep Up With Customer Expectations in Fast-Paced Digital Markets<\/a><\/strong><\/em><\/span><\/p>\n\n<h2>Why more companies are seeking on-screen guidance solutions<\/h2>\n<span style=\"font-weight: 400;\"><a href=\"https:\/\/www.walkme.com\/blog\/customer-journey-mapping\/\" target=\"_blank\" rel=\"noopener noreferrer\">Guiding the customer<\/a> through their journey is critical to providing the best service. <\/span><a href=\"https:\/\/www.mckinsey.com\/industries\/retail\/our-insights\/the-three-cs-of-customer-satisfaction-consistency-consistency-consistency\" target=\"_blank\" rel=\"nofollow noopener noreferrer\"><span style=\"font-weight: 400;\">McKinsey<\/span><\/a><span style=\"font-weight: 400;\"> found that increasing customer journey will increase overall customer satisfaction by 20% and revenue by 15%.\u00a0<\/span>\n\n<span style=\"font-weight: 400;\">Using on-screen guidance on your website is one of the best ways to provide a seamless customer journey. <\/span>\n\n<span style=\"font-weight: 400;\">Real-time prompts and support improve customer experience by helping customers quickly access the information they need while shopping or using a service. <\/span>\n\n<span style=\"font-weight: 400;\">In this article, we\u2019ll take a look at how on-screen guidance can improve customer experience. <\/span>\n<h3>1. Allow potential customers to easily access information<\/h3>\n<span style=\"font-weight: 400;\"><a href=\"https:\/\/www.walkme.com\/blog\/customer-experience-model\/\" target=\"_blank\" rel=\"noopener noreferrer\">Making it easy<\/a> for consumers to find the information they want is critical to providing a fulfilling shopping experience. <img loading=\"lazy\" decoding=\"async\" class=\"alignright wp-image-6344\" src=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2019\/04\/shutterstock_272163653-1.jpg\" alt=\"customer journey\" width=\"400\" height=\"267\" srcset=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2019\/04\/shutterstock_272163653-1.jpg 1000w, https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2019\/04\/shutterstock_272163653-1.jpg?resize=300,200 300w, https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2019\/04\/shutterstock_272163653-1.jpg?resize=600,400 600w\" sizes=\"auto, (max-width: 400px) 100vw, 400px\" \/><\/span>\n\n<span style=\"font-weight: 400;\">The research phase of the shopping experience is all about finding the information you need and sifting through products you don\u2019t want. Sites that make it too difficult for customers to access what they want end up driving customers away. <\/span>\n\n<span style=\"font-weight: 400;\">Simplicity is so important that 74% of customers will switch brands if they find the <\/span><a href=\"https:\/\/www.iperceptions.com\/blog\/customer-experience-statistics\" target=\"_blank\" rel=\"nofollow noopener noreferrer\"><span style=\"font-weight: 400;\">purchasing process<\/span><\/a><span style=\"font-weight: 400;\"> too difficult. If customers can\u2019t find information on the products or services they want, or complete checkout easily, there is a risk that they will leave the site. <\/span>\n\n<span style=\"font-weight: 400;\">Digital solutions that provide <a href=\"https:\/\/www.walkme.com\/blog\/behavioral-economics-principles-ux\/\" target=\"_blank\" rel=\"noopener noreferrer\">contextual, on-screen guidance<\/a> prevent this from occurring by eliminating barriers to information. Based on certain contextual factors, these tools provide tailored prompts and support to swiftly guide your visitor\u2019s to their desired destination. \u00a0<\/span>\n<h3>2. Teach your customers how to use your site or service<\/h3>\n<span style=\"font-weight: 400;\">Requiring your customers to sift through technical instructions and FAQs to access how-to information doesn\u2019t make for a high-quality customer experience. On-screen guidance enables brands to improve customer experience by <a href=\"https:\/\/www.walkme.com\/blog\/user-experience-design\/\" target=\"_blank\" rel=\"noopener noreferrer\">minimizing user friction<\/a> and guiding customers through any process with minimal research from them. <\/span>\n\n<span style=\"font-weight: 400;\">Tips can be as simple as a pop-up that tells a user what a button is for or how to fill out a form. Giving customers instructions decreases the hassle that comes with learning how to use an unfamiliar function.<\/span>\n<p style=\"text-align: center;\"><span style=\"color: #ff9900;\"><a style=\"color: #ff9900;\" href=\"https:\/\/www.walkme.com\/pages\/cx-2-1-d-provide-ultimate-experience-cartoon\/?eco=cx&amp;adin=improve-customer-experience-al01&amp;land=dap-cv-2-help-your-users-engage-technology&amp;pitch=Adoption-Promotion\" target=\"_blank\" rel=\"noopener\"><em><strong>Provide a superior customer experience with WalkMe. Request a demo.<\/strong><\/em><\/a><\/span><\/p>\n\n<h3>3. Provide faster customer support<\/h3>\n<span style=\"font-weight: 400;\">Responsive customer support is a prerequisite to providing an excellent customer experience.<img loading=\"lazy\" decoding=\"async\" class=\"alignright wp-image-6346\" src=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2019\/04\/shutterstock_383681896-2-1.jpg\" alt=\"contextual guidance\" width=\"400\" height=\"267\" srcset=\"https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2019\/04\/shutterstock_383681896-2-1.jpg 1000w, https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2019\/04\/shutterstock_383681896-2-1.jpg?resize=300,200 300w, https:\/\/www.walkme.com\/blog\/wp-content\/uploads\/sites\/2\/2019\/04\/shutterstock_383681896-2-1.jpg?resize=600,400 600w\" sizes=\"auto, (max-width: 400px) 100vw, 400px\" \/><\/span>\n\n<span style=\"font-weight: 400;\">While on-screen guidance cannot replace the value of human-to-human support representatives, it can <a href=\"https:\/\/www.walkme.com\/blog\/automation-technology-customer-experience\/\" target=\"_blank\" rel=\"noopener noreferrer\">add an extra layer of efficiency<\/a> for customer concerns. <\/span>\n\n<span style=\"font-weight: 400;\">For example, if a user gets confused about how to navigate your site or use a particular feature, the user can instantly summon the guidance support tool to view specific instructions. Rather than leaving the site, unable to complete a task, the user can do what they need to do. <\/span>\n<h2>Set your customer experience apart with on-screen guidance<\/h2>\n<span style=\"font-weight: 400;\">Supporting users with on-screen guidance ensures that they can always find the information they need and complete purchases with optimal efficiency. <\/span>\n\n<span style=\"font-weight: 400;\">Building a <a href=\"https:\/\/www.walkme.com\/blog\/customer-experience\/\" target=\"_blank\" rel=\"noopener noreferrer\">customer experience<\/a> that makes the customer journey both pleasant and seamless will reduce the risk of customers leaving out of frustration and improve customer loyalty significantly. Now that online shoppers expect nothing less than a first class customer experience, on-screen guidance goes a long way.<\/span>\n\n<div class=\"blog-bottom-text-main\"><div class=\"blog-bottom-text-sub\"><p><span><em><strong>WalkMe\u2019s Digital Adoption Platform (DAP)<\/strong> transforms the user experience in today\u2019s overwhelming digital world. Using artificial intelligence, engagement, guidance, and automation, WalkMe\u2019s transparent overlay assists users to complete tasks easily within any enterprise software, mobile application or website. Discover how a DAP can revolutionize your business.<\/em><\/span><\/p> <div class=\"blog-bottom-link\"><a href=\"https:\/\/www.walkme.com\/pages\/dap-cv-2-help-your-users-engage-technology\/?eco=cx&amp;adin=improve-customer-experience-al01&amp;land=dap-cv-2-help-your-users-engage-technology&amp;pitch=Adoption-Promotion%20\" class=\"short-link-class btn-short-link-class\" target=\"_blank\" rel=\"noopener\">Request a Demo<\/a><\/div><\/div><\/div>","protected":false},"excerpt":{"rendered":"Do you value your customers\u2019 time? This might seem like an obvious yes. But unless you provide a seamless and<span class=\"moretag\">&#8230;<\/span>","protected":false},"author":246,"featured_media":6341,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"mobile_image_id":0,"tablet_image_id":0,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[88,89],"tags":[191,214,189],"class_list":["post-6340","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience","category-digital-transformation","tag-customer-experience","tag-user-journey","tag-wmb-cx"],"acf":{"__coauthors":""},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v26.4 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>How On-Screen Guidance Can Improve Customer Experience<\/title>\n<meta name=\"description\" content=\"Providing a seamless customer experience is critical for increasing loyalty. 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