Talking about the importance of customer experience connected to revenue growth; 66% of customers have switched brands because of poor customer experience while 89% of customers are likely to make another purchase after a positive customer experience. Hence the importance of having a smooth self-service process.
Benefits for the customer
Implementing self-service processes provides numerous benefits for customers. Let’s focus on the first. The key advantages for a customer are:
Access to a wider offering: Self-service options allow your customers to access a wider range of products, services, and information. This expanded offering can lead to increased sales as customers discover new products or services they may not have otherwise considered.
Enhanced Customer Satisfaction: Self-service processes empower customers by granting them control over their interactions. By providing access to account information, order tracking, and self-help resources, businesses can improve customer satisfaction. Happier customers are more likely to become repeat buyers, leading to increased customer loyalty and long-term revenue growth.
Reduced Errors and Faster Processing: Manual errors during record processing can result in delays, frustrated customers, and potential revenue loss. Self-service processes automate routine tasks, reducing the reliance on staff members and minimising the risk of errors. By eliminating manual bottlenecks, businesses can achieve faster processing times, ensuring a seamless customer experience.
Benefits for the ISV
As an Independent Software Vendor (ISV), driving revenue and delivering a quality customer experience are critical objectives. Integrating self-service capabilities into your software solutions can lead to numerous advantages:
Increased adoption and customer commitment: By offering self-service features that bring tangible benefits to staff members, you can increase the adoption of your app. When employees experience the convenience and efficiency of self-service processes, they are more likely to commit to using the app regularly. This commitment drives user engagement and builds trust in your ISV as a reliable provider.
Expanded Total Addressable Market and Visibility: Self-service capabilities open doors to a larger market by catering to businesses and customers who prefer streamlined digital experiences. By positioning your app as a solution that simplifies processes and enhances customer satisfaction, you can increase visibility and attract new customers who value self-service functionalities.
Improve user experience with SDK over API
So creating self service options creates benefits and value for both customers and ISV. In the beginning of this article we already discussed the importance of a quality customer experience. That’s why I want to dive into the transitioning from API to SDK: While APIs (Application Programming Interfaces) provide a valuable way to integrate software systems, transitioning to an SDK offers distinct advantages. An SDK serves as a wrapper around your APIs, providing a standardised set of tools, libraries, and documentation that simplify the development process. Some benefits of adopting an SDK include:
Rapid Request Creation: With an SDK, developers can quickly create requests to your platform, ensuring they get the desired results efficiently. This saves time and effort, allowing developers to focus on delivering innovative features and interfaces.
Flexibility and Collaboration: Open-source SDKs enable collaboration with other developers, fostering a community-driven approach. By welcoming pull requests and encouraging contributions, your ISV app can benefit from the collective expertise and creativity of a broader developer community.
Cost Savings and Implementation Efficiency: Adopting an SDK reduces the need for extensive configuration and custom development on the client's side. The SDK provides pre-built functionalities that streamline the integration process, resulting in cost savings and faster time-to-market.
By embracing self-service processes, businesses can drive revenue growth and improve customer satisfaction. Empowering customers with expanded offerings, reducing manual errors, and enabling faster processing times contribute to a positive customer experience that encourages repeat purchases. For ISVs, leveraging an SDK offers numerous advantages, including increased adoption, expanded market visibility, and improved development efficiency. Embrace the power of self-service and SDKs to amplify your potential and deliver exceptional experiences to your customers.
Remember, automation is not about replacing humans but amplifying their potential, and self-service processes and SDKs are powerful tools in achieving this goal.
Tim Schuitemaker shared his story on how to use an SDK and expose your Salesforce ISV app to your customers at Yeurdreamin ‘23. This article gives a short insight into the story he presented.
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