Study: Arizona had the best customer service in the U.S. in 2013, while Texas has the nation’s worst customer service.
Iridize, a leading provider of customer service solutions, today published a study ranking the states with the best and the worst customer service in 2013.
According to the study, businesses in Arizona provided the best customer service in the United States, while Texas companies provided the worst customer service in the country.
|The Top 10 States with the Best Customer Service:
- North Dakota
|The 10 States with the Worst Customer Service:
- New Mexico
- New York
The Iridize study analyzed customer reviews submitted on the leading local business reviews websites about companies in each state during 2013. The states were ranked according to the ratio of positive customer reviews that praised great service at businesses in each state vs. the number of negative reviews that complained about poor service.
The full list of states, from best to worst:
- North Dakota
- South Carolina
- South Dakota
- West Virginia
- North Carolina
- New Hampshire
- Rhode Island
- New Jersey
- New York
- New Mexico
Iridize is a leading provider of customer service, employee training, and user onboarding optimization solutions. Iridize’s solutions include an interactive guidance platform, A/B testing engine, and analytics dashboard. Iridize has customers in the banking, payments, insurance, healthcare, government, and software industries. For more information, visit www.iridize.com or contact us at firstname.lastname@example.org or 949-273-4372.
A friend in tech support once compared good customer service to marriage: after the romancing of the sales is over, it’s time to start the real work on the relationship. Customer loyalty is not “generated” – it’s earned and is key to building a sustainable business. This is beyond making sure you have return customers – customers aren’t likely to develop a sense of loyalty toward a product, so it is up to the service provider to provide a service worthy of loyalty.
Michael Lowenstein of Harris Interactive Loyalty coined the term “customer ambassadorship”, stating that customer loyalty is in fact a result of employees’ loyalty to the company or brand. The comprehensive approach is, of course, to align your entire organization with customer service values. But if you are an SMB or in charge of the customer service division with little leeway, you may have to adopt a leaner approach: (more…)
The thing to remember about shopping and the online holiday shopping rush is – It only comes once a year. There is no point in planning a comprehensive organizational change that takes months to implement – good online shopping customer service has to be maintained all year round, and no last minute reform is going to change that.
So what you really need is a set of tools and hacks to deal specifically with this rush with a well-defined time frame. This is of course much easier than implementing a full-scale reform oriented to improve customer service for your eCommerce business.
First things first: (more…)
We’ve recently given some tips on how to introduce new SaaS features. Drawing attention to new features is important, so that users will notice them and learn how to use them quickly and easily. We want to take it a step further and highlight the navigational aspects of helping your users through a smooth adoption process:
Use your colors (and shapes) – Designer Stephen Anderson states that Curiosity, Imagery, and Pattern Recognition are the three keys to seductive interactions. Make the news about the new feature stand out. The effectiveness of highlighting lies in our pattern recognition ability: our brain adjusts to a certain layout and coloring scheme, so that when something is changed in the it, an alarm goes off somewhere in our brain and our eye-sight is immediately stimulated to focus on what’s changed. This is also why you shouldn’t overdo UI changes in your website – it will dull out your users’ ability to notice the changes, rendering news page elements useless. Over-stimulation is bad for new advanced feature implementation. (more…)
Congratulations! You’ve launched a snazzy new feature for your SaaS. This is bound to happen several times a year – the truth is, you can’t afford not to. SaaS companies are at the forefront of technological and UX developments and as such, are naturally innovative and constantly introducing new features. Now all that’s left is to get your users on board with the new features.
There are several angles you need to tackle when introducing your new SaaS feature: (more…)
This may come as a surprise to many readers, but customer confusion is a very real thing. When we talk about customer confusion and frustration, we are referring to the state of mind someone enters when being overwhelmed with information of a similar or identical nature. When encountered with several similar products or services, it is much more difficult to make a rational choice between them, because it comes down to nuances.
This is a common problem for eCommerce businesses and SaaS providers. The challenge to find a good differentiator from the competition is a tough one. Customer confusion leads to frustration, cart abandonment, postponing the purchase, delegating the action to someone else.
When it comes to increasing call center productivity, the common practice is to measure call length and encourage support analysts to lower each call time. The logic behind this is that shorter calls free up the support staff to take more calls, thus improving the call center’s efficiency by addressing more customers’ complaints. But in fact, this practice may actually have the opposite effect on your customer-base: short calls often leave customers unsatisfied, feeling their needs were not addressed. This may lead to more calls, which means you haven’t achieved your main goal.
Instead of putting all your energy into decreasing call lengths, consider focusing on finding alternatives to support calls within the organization. Optimize your support staff’s time while they are on the call.
We’re happy to announce iridize is launching an A/B Testing platform. We now offer the ability to A/B test the effectiveness of iridize guides on any number of predetermined goals and on your user conversion rate. Select the iridize guides (or brand new activation rules) you want to test and we will help you plan and implement the test for two user groups. You can then use our Analytics tool to check the impact of iridize guides on your conversion rates with maximum accuracy.
We consider this one of our prime features: equipping our customers with the tools to test our service at no extra charge. iridize’s A/B Testing platform is included in our regular pricing plans.
If you’re not sure what that means – A/B Testing is a method of determining which of two software versions works better by subjecting each of two 2 versions to 2 different groups of users (group A and group B). This is a thorough, accurate method that mirrors scientific experiments and has been universally embraced by companies as a way to test and optimize products on an ongoing basis.
Please contact us for more information about implementing A/B Testing for your iridize Walk-Throughs.
Team iridize is excited to launch a new feature for our walk-through tutorial guides: Usage statistics for web applications and websites. This new analytics tool shows you how many times your guides have been run by your users, from whichever date range you select. The results are displayed both in figures and in graphs.
Analytics, as you’ve probably figured out for yourself by now, are a REALLY important aspect of building a successful service or web-based product. Iridize’s analytics tool will help you determine which of your guides are used the most and how often they are activated. We will soon be launching an additional functionality that will include goal measurement for any number of goals your company needs to achieve. All of these usage and goal tracking stats can help you monitor and optimize your guides so that you can provide the best user experience possible and meet more of your goals.
Loyal to our UX ideal, we made the UI simple and easy to handle without needing a degree in Google Analytics to decipher it: 3 fields – drop-down for Domain, datepicker and free text for IP. That’s it. Now go, try it out: Log back into iridize.
Our analytics dashboard UI
* This is a temporary UI design for our analytics dashboard, as we’ll be embedding new features soon.
It comes in graphs, too!
How many times have you gotten annoyed when the same splash screen jumps at you for the 70th time on one of your regular websites? Now it’s your turn, as a service provider, to find a way to draw attention to new features without causing your users to burst a vein. iridize has the perfect solution for you.
This new feature is one we’re really excited about and it’s also one of our fanciest differentiators: from now on you can determine guide activation rules. To put it simply – you can control how many times, and how frequently, each guide will automatically run for different user types. You can also determine which guides will appear in the start panel for various user groups on specific sections or pages of your application.
For instance: your website is offering a holiday discount and while you want to draw attention to that, you don’t want to spam returning users and risk annoying them to the point of abandonment. We can help you set a rule that will run the guide twice (or once, or three times, etc.) for each user. Neat feat, right? Likewise, user groups – control the guides you run for free trial vs. paying users, or for sales reps vs. customer support reps.
Activation rules are free of charge. They are included in the regular payment plans.
To optimize your activation rules, you can use our brand new Analytics tool. Please contact us for more information about implementing activation rules for your iridize guides.