Why Mobile is Core to Delivering An Amazing Customer Experience
18 March 2015
By Darrell Heaps
Over the last couple of years we have made customer experience our number one priority here at Q4. Providing outstanding customer service, across all of our customer interactions takes continuous effort and a commitment to improvement. Growing at triple digits makes this more challenging as we add clients and team members on a weekly basis.
When looking at how to take our customer’s experience to the next level, we started to look at all the points of interactions that our clients have with us (sales, service, project management) and with our products. As we dug into this we saw an opportunity to make things easier for our clients and help them focus on their core efforts at work, rather than managing their workflow with Q4.
When thinking about workflow, we focus on mobile. The reason for this is that in the past (and still some today), software vendors would talk about the mobile use case as being able to access information while the user is “on the go”, the thinking was to provide a trimmed back experience, because people don’t want to access a lot of information on their phone. Well, this has completely changed, the phone is everything.
Today, people use their phone from the moment they wake up, throughout the business day, until they go to bed. This includes while in transit, sitting at their desk, in meetings, getting lunch, etc. The phone is the primary computing device. Yes – the desktop/laptop is still used for certain things, but the majority of time is spent on the phone, it is the go-to device.
Today, we look at the process of running a report, and having to log into a desktop application as archaic. You should have access to complete and detailed information on your phone at all times. If you’re sitting in a meeting and need an answer, it should be a few taps away on your phone. The objective is not a trimmed back experience, the objective is a better and more useful experience than the desktop.
This is the context by which we designed Q4 Touch, a new product that we launched today (available for iOS, Android coming soon). Q4 Touch is designed to bring together all of our customer touch points into one place. Our objective in designing it is to make it easy for our clients to access every aspect of their relationship with Q4 from their phone. Whether that is contacting someone at Q4, getting an update on a support ticket, or preparing for earnings. Q4 Touch brings all of these points together in a easy to use and slick application.
To further improve the experience we spent a lot of time thinking about notifications, when to notify the client of a change and what type of alert should be sent. The idea is that, Q4 and your team is always working and only when you need to pay attention to something will we notify you. This is part of our bigger effort of autonomous service that we’ll be talking about more in the weeks to come.
Finally, as part of this new release we also upgraded our big data analytics product. Based on client feedback we focused the data available and simplified the dashboards to highlight the data that IROs are most interested in. All of this is designed specifically for the phone. No need to log into a desktop to understand your investor’s behaviour on your IR website, everything is now just a couple taps away on your phone.
If you’re a Q4 customer, download the app and let me know what you think. We are early in the evolution of this platform and excited about our plans for the future!