How to Help People Understand New Software Features

By TechZone360 Special Guest
James Mello , Marketing Director, WalkMe
December 05, 2013

If you are a product manager and want to update your company's software, you need to consider some important things. If you take it casually, you may be unable to experience a seamless and smooth transition.

If you handle everything properly, transitioning to new software will not only please your existing customers, but also bring many new customers. On the other hand, if you are unable to manage it properly, it may lead to a nightmare for both your customers and staff.

As a product manager, you need to perform many difficult tasks. One of the most difficult tasks is to determine the perfect way to familiarize everyone with the new software. However, before introducing the software to your customers and staff, you need to understand the basics of the software.

First of all, you need to focus on your existing customers. You need to help your existing customers make an easy transition to the new software. Usually, people don't like changes. However, changes are inevitable when it comes to business. If your business does not evolve or adapt, it is likely to lag far behind its competitors. Thus, using new software and latest technology is crucial for your success.

It is important to keep it basic and simple. You need to explain all the features in a way that everyone understands. Most importantly, you need to make sure that the new software is user-friendly. Although transitioning to new software is difficult and complex, there are still many ways for product managers to ease the frustration and anger.

Image via Shutterstock

Ways to Help People with Changes in Software        

First of all, you need to make sure that every person migrates over previous accounts, and does not create any new accounts. Due to this, everyone will be able to stick with basics, while slowly trying some new options. With the right technology and approach, your customers will be able to understand new features in a simple manner. It is very important for your customers to explore these features. Thus, they should experience it firsthand.

Your existing customers should be comfortable with the new software. They should understand that you brought all the changes for better. You also need to consider another important factor. Your customers will not be the only ones affected by these changes. Even your staff members will need to understand all the new software features. Proper understanding among your staff members will ensure little downtime and enhanced efficiency. It is true that your employees will initially make some mistakes. However, they should be able to learn quickly from them.

In case your staff members don't know how to properly use the software, they may be frustrated about the new features. This might create some serious problems in customer service areas. It can be disastrous for a business organization. Fortunately, there is software that can guide your staff members. WalkMe is a type of software that has been specifically designed for customer service representatives.

While it can be considered a GPS for your customer service representatives, it takes your team members from one point to another and serves as a great way to train your staff members about the new features of a software program.

This can also be beneficial for customers. While using this software, your customer service representatives are able to indulge your customers in a smooth and natural conversation. Customers will never know that your team members are being guided by a software program. Thus, all kinds of customer issues will be resolved in a timely manner.

One of the most important things is to make sure that everyone is happy and satisfied with the new software. Your customers and employees should be able to understand the entire process. This way, you will not only keep your existing customers happy, but also bring in many new ones.

James Mello is the Marketing Director at WalkMe, an interactive online guidance system and engagement platform. He is the lead author and editor of Product 2 Market, a blog devoted to news and ideas on product marketing. Follow him at @blog2market.

Edited by Alisen Downey
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