Customer confusion is a situation that arises when consumers are not able to perfectly decide over which product or services to go for due to little understanding about them. It is imperative for all business owners and marketers to address issues that may lead to confusions to their consumers in order to increase sales, reduce customer complaints, and enhance customer satisfaction. If you are a marketer, you will find the following tips very resourceful while addressing client confusion.
Insider Tips for Preventing Customer Confusion
# 1 Ensure you deliver customer expectations – This is the most important point that markers should strive hard to achieve by giving customer needs the first priority. To realize this, marketers should implement right strategies to ensure their products and services have a positive impact to their clients.
This can be done by collecting data from customers regarding such issues as whether they are satisfied using your product or if there are complaints and how they want them addressed. The data collected can then be used to implement positive changes that will ensure your product and service delivery meets clients’ expectations.
# 2 Clearly indicate what your business is all about – This is one of the most common mistakes that business owners quite often forget to fully to address especially on their websites. Giving your clients minute details about your products and services is likely to send misleading information which in the end will create a negative image to your business thereby reducing your sales.
It is for this reason you should ensure that you clearly describe all details and not leaving useful information of what your business is all about. A good example of how you can do this is through enlisting all the items you sell on your website and attach a price for each item. This way, your clients will have a vivid picture of what you do and know whether you stock what they need.
# 3 Give more info about product/service specifications – After describing your business, the next thing you should do to prevent customer confusion is to give specifications about products or services that are closely related to each other. For example, if you sell mobile phones, you should give specifications for such info such as brand features and capabilities. You will find describing brand’s features very resourceful in reducing clients’ confusion especially for products that offer related features.
# 4 Clearly present your products and services – Use images and videos to show your products on your website. Many marketers tend to ignore giving elaborative information to avoid overloading their websites.
However, there are great technologies that you can use to envision how your products feel in flesh. For example, you can small thumb images that allow zoom function or motion picture formats with lesser memory such as mp4 while uploading videos. This will help to prevent customer dissatisfaction especially those that prefer to buy online.
# 5 Give correct delivery time – Many marketers tend to give misleading information about delivery time and shipping in a bid to create a positive image about their business. Despite of shipping challenges in big countries such as The United States, it is important for marketers to approximate exact delivery time to prevent customer disappointments. For example, if there is a likelihood of a delay, make a point of indicating this info and not forgetting giving allowance for expected date of delivery.
# 6 Ensure there is consistency in information – Many clients are likely to have misinterpreted information that can lead to confusion about products and services if there is lack of consistency in flow of information with what they previously knew about the product.
If there are new improvements or any other changes about products or services you offer, make a point of using the right language that will not alter what your customers initially believed regarding products/services. It is important to take note of the fact that giving new information that doesn’t relate to what was there initially is likely to create the impression that the products/services in questions are no longer availed which will negatively affect the amount of sales made.
# 7 Avoid giving too much information (Information overload) – As we have already seen, giving information about your products and services is very important for your business, however, giving too much of superfluous information about the same product is likely to further confuse your clients and also take much of their time to compare and evaluate your products/services. In the long run, many customers will be left unsatisfied and more confused regarding making the right choice thereby taking more time to decide whether or not to purchase your products and services.
# 8 Use WalkMe online guidance – WalkMe is an online interactive platform that marketers and customer care service managers can use to guide customer about their products and services to prevent customer frustrations. This system offers a smooth and easy to follow steps inform of tips interactive balloons that show on the screen thereby enabling customers to do find out more about the product on their own without need of help from customer help desk.
Implementing this technology will help you serve as many clients as possible when you are not available online to address their complaints and also prevent customer frustrations while waiting for their complaints to be addressed. WalkMe will in the long run build a positive reputation about your customer care service delivery thereby preventing customer confusion.
Benefits of Preventing Customer Confusions
There are many benefits that your business is going to get by preventing customer disappointments; these are not limited to the following points.
- Increased sales
- Reduced number of complaints
- Enhanced clients satisfaction
- Builds good reputation for your business
As we have already seen, confusions arise to customers when they are not able to clearly discern information about products and services. Clients’ confusion can be attributed by marketers and business owners when they fail to give information about their product or give too much overloading information.
In addition to this, lack of consistency of new information and failure to distinguish similarities by giving out product specifications affects customer understanding about the products and services in the end affecting sales. Marketers should therefore implement the right strategies to prevent customer confusion and enhance customers’ products and services understanding.