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Well, we know that all eyes are on Dell (DELL) these days….and it’s time for an update. Richard Binhammer of Dell (I think he’s a media person) paid a visit to Customers Are Always and left a comment. Here’s a……

That’s why smart enterprises are balancing their contact mechanisms to offer the right form of contact at the right time. For general inquiries and service related questions where a canned response can adequately address the customer’s needs, chat works. However, for more complex, high value transactions, customers still prefer speaking to someone over the phone.

For example, according to a recent Forrester Research report, some companies are opting for a click to call option which connects customers over the phone rather than a chat option. The report states, “Dell Financial Services screens online credit applicants for both credit approval and identity verification. Some approved applicants fail online verification, even though they are the true applicant. Prior to implementing eStara’s click-tocallback service, the lender lost about 90% of approved but unverified applicants — people who
were ready to spend money but bailed out of the process after failing. After placing an eStara button on the form to provide a click-to-callback option, the lender now verifies — and converts— 55% of these applicants via phone. The cost to Dell Financial Services? A little more than $1 per call.”

Reading this positive feedback made me feel validated because we did get the training to efficiently do the job and we are competent enough to handle customers’ concerns even when English is considered a second language here in my country.

Thanks, Doug.

I missed Easton Ellsworth’s Blog Tipping Day earlier this week, so if you’ll allow me to be fashionably late… I just came across this first site.  Subsequently, this blog was asking for comments, so here goes… Blog:  Hotels!  A Man…