Nobody likes a malfunctioning product. And, if that product is a website, then that could spell trouble for you.
If a website isn’t working correctly or cannot be accessed properly, then that could mean the loss of customers who were formerly interested in your products or services.
With both physical items and virtual items, you need to make sure that they work how they’re intended to. If they cannot be used at all or have something wrong with them that prevents their proper use, then you’re going to have upset customers on your hands.
Sometimes, especially with virtual products and services, they may have unintended features or bugs that enhance the users’ experience with them. Some users will become used to these features and may get quite upset when they are taken away. In this case, you need to maintain a balance, if the feature is useful and does not cause problems, such as security issues, then it may need to become an official part of the product. If not, or if it causes more problems than it solves, then it needs to be fixed to how it should operate.
You can prevent some of these future problems by testing and testing again your products to make sure that they function properly. However, you can’t always foresee all of the problems and users are very, very good at stumbling upon unintended features.
If problems do occur, inform your consumers as quickly as possible. This will let them know that something is going on and that they should probably stop using your product. If a recall for a physical product needs to be issued, make sure that the information gets out to your consumers. They can’t fix the issues that could pop up if they don’t know there’s a problem.
Like always, remember to communicate with your consumers, this is the most important thing that you need to do, especially in times when they need critical information as to the product they are using.
Social Media Director, Just One Vision
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