Customer Supporter Nina Falkenreck gives insights into the key aspects of customer support at EASI’R.
Question: Hi Nina, where do you as an expert for customer support at EASI’R see the challenges for users when getting started with a new software?
Answer: When getting started with new software, we often sense that users are confronted with the challenge of getting familiar with the program and they need to overcome the fear of breaking something. Our experience has shown that users who have long since worked with another program (or with no sales software at all) struggle most with daring to use a new unfamiliar program.
We are dealing with sales people in the car industry who are legitimately mostly interested in selling cars, instead of spending time on a new software program. That’s where good customer service can help reduce the first barriers and improve the user experience. Our approach is to answer customer inquiries fast and as easy as possible, so the users can get started using EASI’R right away even though it might seem challenging to them in the first place.
Question: How do you address this challenge of scepticism towards new software approaches?
Answer: One main factor in gaining a happy end-user is the users’ acceptance of the program. User acceptance has been a widely researched field and I always like to refer to the so-called Technology Acceptance Model by Davis, Bagozzi and Warshaw (1989), which is one of the most influential models. The model contains two main components: Firstly “Perceived usefulness”, which refers to how useful a system appears to a user, and secondly “Perceived ease-of-use”, which means their belief of how easily the system can be used without needing a lot of effort.
When we use this model and apply it to our software, the main goal of our relationship management software and customer support is to meet these requirements among users. We can achieve this by showing users the opportunities to improve their job performances and by offering an intuitive software which can easily be handled.
Question: How would you describe the role of customer support at EASI’R?
Answer: At EASI’R, we believe relation-building software should be simple, straightforward, and easily integrated with other tools. Customer support plays a vital role in communicating these values and by giving end-users the best user experience as possible. One big part of this is to reduce the afore-mentioned barriers.
At EASI’R we also use our customer support as an instrument to measure customer satisfaction and to get a feel for our users. Their feedback gives us important insights on how they work and which needs they have when it comes to a CRM software supporting their sales efforts. Moreover, they help detecting soft spots in the software which benefits the quality of EASI’R and builds a bridge between our support and Quality Assurance department. So, I personally think that customer support has an important role at EASI’R.
Our interview partner, Nina Falkenreck,
responsible for Customer Support at EASI’R