4 Benefits Of Bringing UX Into Customer Service
These words mean a lot, especially as the online world continues to evolve.
And, it has sweeping implications for every industry and every website, not just one.
UX design and development have a direct impact on customer experience. It can mean the difference between a visitor leaving your website having met their need or leaving frustrated and unable to fulfill their desire.
But your website design isn’t the only place UX (user experience design) makes a difference. Customer service is another area that should be on your radar.
Here are several benefits to bringing UX into customer service.
1. Help Your Customers Find What They’re Looking For Quickly & Easily
Many of your guests have questions. If you can help them find the answers to their questions quickly and easily, you can improve their overall experience and reduce friction.
This can affect a variety of areas of your business, including:
Your FAQ page on your website.
Your social media posts.
If you have blog posts and resources you can point your customers to, you can create more of a “self-serve” environment where your guests are empowered to find the answers they’re looking for, whether it’s nutritional information, side options, allergy considerations or otherwise.
Likewise, some of this information could be printed on your menus if it helps speed up the process. If you’re using self-serve technology like kiosks, you could integrate this information within your app as well.
2. Set Proper Expectations
Some menu items take longer to prepare than others. You know that. Your server staff knows that. Even your kitchen staff knows that. But do your customers know that?
Setting expectations is an important aspect of presentation. If you want to earn the trust of your guests, you must make them aware of the various considerations that can affect timing.
Again, some of this could be printed on a menu. You could also have your servers verbalize this. And, if it pertains to a specific menu item, then be sure to present alternatives.
3. Make Your Customers Feel Valued
Give them what they want, not what you think they want.
Some customers want to take their time. Others are in a hurry and want to ensure that their needs are met quickly.
Some of your guests will want to offer you feedback. Still others will have special requirements that need to be followed to the letter.
Regardless of the need, bringing UX to customer service allows you to create a better overall experience to your customers because you’re catering to their wants and needs.
4. Solve Problems With Fewer Words
As we’ve already explored, your customers will come to you with a variety of questions.
It’s important to recognize that some questions are better answered with pictures or videos versus text.
Sure, text is a powerful tool for describing things. But if there’s something we can learn from the 10 most confusing menu items to American restaurant-goers, it’s that people want to know what they’re ordering before they order it. A short description may help. But a few pictures or even a video can make a big difference.
So, be sure to incorporate visual media into your customer service protocol.
There are so many other areas where UX web development for restaurants could apply to customer service.
The key here is to know what expectations your customers have. If you understand your target audience well, and you have data to back it all up, you probably have a good idea what they’re looking for and how to provide it for them.
Beyond that, it’s all about optimizing the experience. If you’re serving an older audience, maybe you could increase the font size of your menus. If your restaurant appeals to the business crowd, maybe determine how each menu item can be made and served more quickly. Adapt your approach to your business.
How Satisfied Are Your Customers?
Your restaurant user experience (UX) development experience is another factor to consider when evaluating your customers’ satisfaction, and we understand that at DineEngine®. That’s why we listen to customer feedback when building and improving restaurants’ websites, mobile applications and self-service kiosks. If you’re interested in learning how we can improve your online platforms, tell us about your objectives so we can help you deliver an amazing customer experience.