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Meeting the Challenge of Multichannel Integration
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Re: Tweet your way to better service
  • 4/30/2014 11:22:39 PM
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How much of a 'hit' would a customer service operation take if it did start customizing a bit, ChapAnjou?

Re: Importance of Live Chat
  • 4/30/2014 11:16:42 PM
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But do you find that the chat rep is capable of understanding and resolving your questions easily, ChapAnjou? Because I've had some frustrating experiences with human chat reps and 'bots' that are programmed to mimic natural language.

Re: Tweet your way to better service
  • 4/30/2014 11:14:42 PM
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But how long do companies like that last, HH? And if they do manage to survive despite a zero-cost approach to service, maybe they've found a model that works. 

The best example I can think of is very micro, but it's a transportation company that serves a particular area. There's not enough demand to support competing lines, so the one company basically has the market captive. Now they can miss schedules, ignore phone calls, and treat their customers shabbily with impunity.

Re: Tweet your way to better service
  • 4/30/2014 12:30:52 PM
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"It's relatively easy to tweak an autoreply quickly, so with a little human intervention, you can still derive benefit from the speed of autoreply while retaining some personalization."

@Michael,

You bring up a good point.  Unfortunetely most companies go the 100% auto-reply and it is definitely hurting them more than they realize.

Re: Tweet your way to better service
  • 4/30/2014 12:29:22 PM
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@Hospice,

I do think that auto-replies have their place to at least let you feel like your question/request for help at least made it to the proper channel.  On the other hand, though, they really do make you feel like you're customer #89743987234 in the eyes of a cold, unfeeling corporation.

Importance of Live Chat
  • 4/30/2014 12:25:20 PM
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"44% of online consumers say that having questions answered by a live person while in the middle of an online purchase is one of the most important features a Web site can offer"

I'm definitely one of those people that finds live chat to be a determining factor in whether I purchase from a company or not.  I really do not like using the phone and email is way too slow for most purposes.  Without a live chat option to use while browsing, I'll find somewhere else to spend my money.

Re: Tweet your way to better service
  • 4/30/2014 12:12:59 PM
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@Phoenix,

"This company could do a lot to improve their service. "

Some companies like the zero cost approach and they forget that the viability of their business depends on the effectiveness of their support and customer services.

Re: Tweet your way to better service
  • 4/30/2014 12:03:32 PM
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@Bulk: I share your concern, some companies use this method to avoid direct interactions with angry customers. Often, you don't get to talk to a manager or someone with authority to solve your problem, and that adds more to your frustration.

Re: Tweet your way to better service
  • 4/30/2014 10:48:12 AM
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I agree, HH, that it can work in many cases - but certainly not all, and certainly when/if you're trying to convey a more human interaction. It's relatively easy to tweak an autoreply quickly, so with a little human intervention, you can still derive benefit from the speed of autoreply while retaining some personalization.

Re: Tweet your way to better service
  • 4/30/2014 9:33:16 AM
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@Hospice, 

They may very well have advantages but one of them is not making people feel good... 

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