If you work in tech, you may find it challenging to work with clients who have limited experience with technology. While it can be frustrating at times, it’s important to understand that these clients come from different backgrounds and may have varying levels of familiarity with tech tools. Therefore, it’s essential to adopt some strategies that will help you bridge the gap and effectively deal with non-tech-savvy clients.
Here are 16 tips to follow when working with non-tech-savvy clients:
Speak their language
When engaging with customers who are not well-versed in technology, you should steer clear of using technical jargon. Instead, you might consider using terminology that is commonplace and easily understood by everyone.
Assumed knowledge (curse of knowledge)
The “curse of knowledge” refers to the cognitive bias in which people assume that others have the same level of competence as themselves. It’s often difficult to put ourselves in the position of someone who lacks a certain level of knowledge. As a result, we have a hard time communicating our expertise since we can’t put ourselves in the other person’s position.
Listen actively
Pay attention to what your customers are trying to tell you and try to grasp what they are saying. This helps you gain a better idea of their perspective as well as any technological restrictions they may have.
Show, don’t tell
Demonstrating how to use a tool or piece of software is typically simpler than explaining how to do so. When possible to do so, show them how to fix the issues with their tech using screen sharing software.
Provide resources
Provide useful resources, such as user manuals or instructional videos that will help the client’s learning will aid them in understanding the tech they’re using as well as promote their own troubleshooting.
Be patient
It is important to keep in mind that training a customer who is not familiar with technology may require additional time, therefore it’s essential to be patient and understanding throughout the process.
Take baby steps
When working with your customers, it’s beneficial to break down larger goals into smaller, more attainable ones.
Use analogies
When explaining complicated ideas to customers who aren’t very familiar with technology, it might be helpful to use analogies because it makes the information easier to understand. Simple can be more effective than you realise!
Understand their fears
Customers who are not familiar with technology frequently experience anxiety around it. Make an effort to understand the worries that they have, and then reassure them by outlining the advantages and offering demonstrations.
Offer online classes
Offer your customers the opportunity to participate in webinars or online classes. They are able to learn at their own pace and can replay the courses as many times as they need to.
Follow up
Regular follow-ups with clients are necessary to answer any questions they may have and ensure that everything runs smoothly.
Choose the right tools
Recommended tools for non-tech-savvy clients should have a friendly user interface and easy navigation.
Provide contact hours
Have a chatbot, a phone line or an email address to make sure your clients can reach you if they have any questions or problems. Positive customer support can make the difference between a frustrated client and a patient one!
Ask for feedback
Request feedback from your customers regarding the tools and support that you have offered to them. This feedback is vital when it comes to improving your materials and support processes, especially if you find a repeat problem.
Don’t overwhelm them
Try not to overwhelm the customer with too many choices all at once. Customers who are not familiar with technology may feel even more frustrated as a result of this, as it may make them feel like they know less than they actually do.
Keep it simple
Maintain an easygoing and uncomplicated approach to everything. Avoid adding extra steps or making the process more complicated than it has to be…
In conclusion, working with clients that aren’t tech aware demands more patience and skill. Understanding their limitations and fostering an environment that provides them a safe space to ask even the simplest of questions are the keys to success. Using the advice above, you should be able to develop a method of communicating with your customers and understanding their needs better.
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