As product support becomes more automated, there is a current demand for increased support accessibility. If customers have a question or concern, they want them answered seamlessly, efficiently, and fast.
In the search for a way to efficiently deliver the right support content to users instantaneously, more and more companies have been adopting the use of QR codes.
In this post, we will outline the impact of QR codes and the future of hardware support. Read on to learn more about what QR codes are, how they can be used for support, and the lasting effects of digitalizing customer service.
What are QR codes?
QR codes are a type of barcode that is easily readable with digital devices. Nowadays, nearly every smartphone can natively scan a QR code by simply pointing the phone’s camera at it. QR codes are comprised of a series of pixels in a square grid that corresponds to a specific piece of digital information, such as a website, online widget, app, etc.
In 2020, QR codes became an integral way for businesses to serve customers while social distancing during COVID-19. According to an Ivanti research study, since the pandemic started, more than one-third of respondents said they had scanned a QR code.
The takeaway? QR codes are here to stay and will continue to provide instant solutions and immediate accessibility to digitized information.
How are QR codes used for support?
QR codes are now used by companies to expand their customer service materials and processes. Below are some of the main areas QR codes have been applied for customer support:
- Instructions: The problem with printed instructions is that they evolve over time as you get feedback about their strengths and weaknesses. By including a QR code on the print copy of a manual or the product itself, you can link to the latest online or PDF versions.
- Videos: According to Mavenoid data, over 78% of our customers' users are happy to DIY repair. Since many customers are open to repairing their products themselves, using QR codes is an easy way to link to your tutorials and how-to videos, so customers have the best information.
- Contact human support: When users do have questions, a simple QR code can let them call your customer support department or send an email requesting help without looking up contact information.
Benefits of QR codes for customer service
Increased accessibility
QR codes allow customers to instantly access information about a product, service, or campaign by simply taking out their phone and scanning a picture. QR codes are a way to effortlessly and efficiently send your customers to content, channel, and service directly from their physical location to the digital space of your tailored support. QR codes can help physical products direct users immediately to the right support resource.
For example, imagine you are a manufacturer of tractors. One of your customers needs to repair their tractor. Instead of locating and referring to a tedious FAQ manual, QR codes provide accessibility for instant support. The customer needs only to access their phone and scan the code, and the customer will be directly transferred to the service guide on his phone. This process is seamless and efficient by eliminating the time required to spend looking through a paper manual or going to the website searching for the product, specifics, and other questions likely unrelated to the specific tractor issue.
Optimizing omnichannel experience
Implementing omnichannel support can significantly improve customer satisfaction as well as overall support. Companies with extremely strong omnichannel customer engagement retain on average 89% of their customers, compared to 33% for companies with weak omnichannel customer engagement.
Implementing omnichannel support can significantly improve customer satisfaction as well as overall support. Companies with extremely strong omnichannel customer engagement retain on average 89% of their customers, compared to 33% for companies with weak omnichannel customer engagement.
QR codes are a new solution to implement omnichannel support. With QR codes, you can connect with customers at every touchpoint of their journey and gather valuable data about their end-to-end experience. This could take the form of a “Call QR” code to speak to a contact center representative, or a “Text QR” code to send a message. QR codes can help customers avoid being unnecessarily directed to help desks, or to require ready-drafted message or email templates for the customer to fill in and transmit.
Instant feedback
With shifting customer needs, you need to give them access to support information in a matter of seconds. A great benefit of QR Codes is that they can instantly link your company and your customers to the support they expect.
QR codes can help companies better direct their users to the right content. In this modern age, no one reads manuals, and if they need manual information, they end up searching on the internet to find the answer to their question. With QR codes, customers can easily scan a QR code on the manual or the product itself and are brought directly to the specific product to resolve their issue quickly.
Implement QR codes within your customer support
If you want to keep your customers satisfied, it is time to implement QR codes within your business. Although QR codes have recently just started trending, they aren’t going away. Stay ahead of the game and your competitors — provide the instant omnichannel support your customers demand by applying QR codes within your support network.
Mavenoid seamlessly creates and integrates QR codes within your support. We easily generate QR codes to accommodate all of your customer service needs.
Interested in learning more? Leverage Mavenoid to build your support QR codes today.
