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Life-cycle Support – First Contact

The first contact with a user is the beginning of the lifecycle. I encourage you to think of sales and marketing as support. You are, after all, supporting someone’s decision to buy but you are helping their search for answers and solutions. Buying your solution isn’t good for anyone if it’s not the right solution for them.

Thinking about the lifecycle of a user as starting before you actually, land them as a client or take their money should put you in the mindset that over delivers and supports with the user’s needs in mind. It should also get you thinking about their problem and pain and not about how your solution can solve. By integrating the prospective user with the actual client/customer user, you can more completely support the later. The potential user has a great deal to teach you – about their pain independent of your offering. It makes you user-centric, it makes it possible for you to think of the user before you think of what you’re selling them.

Related Service Offerings

Member Data Portals

View interest and engagement internally Surface insights into member patterns and behavior Foster member to member engagement Refine event management and offerings based on real insights View data through a strategic lens … TELL YOUR STORY WITH DATA – TELL IT WELL “Wow, telling a story so clearly and clearly with data is hard. But … Continue reading Life-cycle Support – First Contact

Planning & Assessment

Orchid offers an array of planning and assessment services – focused primarily on the technical and operational infrastructure of the organization. Whether it is choosing and implementing a new system, integrating several or diagnosing issues – Orchid can help with comprehensive technical assessments that always come with action plans and baseline arguments for gains, losses … Continue reading Planning & Assessment

End-to-End Lifecycle Support

Support – Development, Staffing, and Management You’ve got a great idea, a great product — the best of the best. But support issues are taking the shine off the success. There’s no rubric, no system, no clarity. Pre-sales is guessing, post-sales support doesn’t exist, in-product support consists of a single help dialog, there’s no helpdesk, … Continue reading End-to-End Lifecycle Support

Support & Training

Support & Training A complete and comprehensive support rubric is essential to a professional, low-cost, high-margin, online product. Support includes pre- and post-sales, in-product support, and traditional support mechanisms including user guides, helpdesk, knowledgebase articles, tutorials, troubleshooters, and videos. Without a comprehensive support process users can feel neglected to fail to renew, extend or initially … Continue reading Support & Training

Testing & QA

Testing & Quality Assurance Good quality assurance and testing protocols are essential to solid product and web development. It’s also widely accepted to short-change that process. Testing is tedious and largely unrewarding, it takes a certain type of person to dig into a product or site and find all the issues. Let us do this … Continue reading Testing & QA

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