Comments on: Figure Out Why They’re Calling http://www.serviceuntitled.com/figure-out-why-theyre-calling/2007/10/30/ The blog about customer service and the customer service experience. Tue, 06 Jan 2009 10:43:23 +0000 http://wordpress.org/?v=2.7 hourly 1 By: darren http://www.serviceuntitled.com/figure-out-why-theyre-calling/2007/10/30/comment-page-1/#comment-293133 darren Thu, 08 Nov 2007 20:45:55 +0000 http://www.serviceuntitled.com/figure-out-why-theyre-calling/2007/10/30/#comment-293133 That's a good point, but, is it realistic to assume in cases that involve technology - not sure. I agree, though, if you can cut the cord to the mother ship, all the better. That’s a good point, but, is it realistic to assume in cases that involve technology - not sure.

I agree, though, if you can cut the cord to the mother ship, all the better.

]]> By: Service Untitled http://www.serviceuntitled.com/figure-out-why-theyre-calling/2007/10/30/comment-page-1/#comment-281926 Service Untitled Fri, 02 Nov 2007 02:31:45 +0000 http://www.serviceuntitled.com/figure-out-why-theyre-calling/2007/10/30/#comment-281926 Darren, the best type of service is avoiding the need for service. :) If companies can make it so customers never have issues, that is even better. Darren, the best type of service is avoiding the need for service. :) If companies can make it so customers never have issues, that is even better.

]]> By: darren http://www.serviceuntitled.com/figure-out-why-theyre-calling/2007/10/30/comment-page-1/#comment-281382 darren Thu, 01 Nov 2007 20:00:59 +0000 http://www.serviceuntitled.com/figure-out-why-theyre-calling/2007/10/30/#comment-281382 i couldn't agree more...good customer service comes down to people; however, you raise some good points as to actually discovering what matters to the customer in the first instance as a means of potentially disarming future trouble down the road. i know one thing, you can't rely on TELUS' customer service when it comes to TV/phone service here in Vancouver, Canada (at least I couldn't)... i couldn’t agree more…good customer service comes down to people; however, you raise some good points as to actually discovering what matters to the customer in the first instance as a means of potentially disarming future trouble down the road.

i know one thing, you can’t rely on TELUS’ customer service when it comes to TV/phone service here in Vancouver, Canada (at least I couldn’t)…

]]> By: Service Untitled http://www.serviceuntitled.com/figure-out-why-theyre-calling/2007/10/30/comment-page-1/#comment-280160 Service Untitled Thu, 01 Nov 2007 01:47:09 +0000 http://www.serviceuntitled.com/figure-out-why-theyre-calling/2007/10/30/#comment-280160 Paul and Dan: definitely. Providing great customer service needs people. The technology (like click-to-call) can help make the experience smoother and more efficient, but the people and dedication has to be there too. Paul and Dan: definitely. Providing great customer service needs people. The technology (like click-to-call) can help make the experience smoother and more efficient, but the people and dedication has to be there too.

]]> By: Dan http://www.serviceuntitled.com/figure-out-why-theyre-calling/2007/10/30/comment-page-1/#comment-278341 Dan Wed, 31 Oct 2007 01:17:21 +0000 http://www.serviceuntitled.com/figure-out-why-theyre-calling/2007/10/30/#comment-278341 Very good point, Doug. And, this is actually one of the benefits to the click to call alternative you mentioned in your first post. Not only does click to call offer an alternative means of contact,but enterprise level click to call solutions also help identify customer issues by delivering the context of a user's online session to the contact center the instant a call is initiated. Companies should also leverage Web analytics and business rules to engage certain customer segments based on their needs. For example, customers that are having a sales-related issue on a check out page may be prompted to place a phone call, while customers that are searching for shipping information are directed to lower cost contact such as email, chat or self-service. Very good point, Doug. And, this is actually one of the benefits to the click to call alternative you mentioned in your first post. Not only does click to call offer an alternative means of contact,but enterprise level click to call solutions also help identify customer issues by delivering the context of a user’s online session to the contact center the instant a call is initiated.

Companies should also leverage Web analytics and business rules to engage certain customer segments based on their needs. For example, customers that are having a sales-related issue on a check out page may be prompted to place a phone call, while customers that are searching for shipping information are directed to lower cost contact such as email, chat or self-service.

]]> By: Paul Sweeney http://www.serviceuntitled.com/figure-out-why-theyre-calling/2007/10/30/comment-page-1/#comment-277813 Paul Sweeney Tue, 30 Oct 2007 16:30:28 +0000 http://www.serviceuntitled.com/figure-out-why-theyre-calling/2007/10/30/#comment-277813 Thanks for the mention! you would be just totally surprised as to how much benefit there is in making a simple call to "get in front" of the customer concern. You simply can't go wrong by thinking "would I want to get this call", and "how is this call building two way value". There are a bunch of really easy low hanging fruits as well such as "don't make your customer wait on the phone to get through to an agent, offer to ring them back when an agent is available", and "connect through to an agent that has spoken with them before, if at all possible". I was at a Web2.0 conference about three weeks ago, and the number 1 problem the good companies had was not technology, it was providing exceptional customer service, with limited resources. Thanks for the mention! you would be just totally surprised as to how much benefit there is in making a simple call to “get in front” of the customer concern. You simply can’t go wrong by thinking “would I want to get this call”, and “how is this call building two way value”. There are a bunch of really easy low hanging fruits as well such as “don’t make your customer wait on the phone to get through to an agent, offer to ring them back when an agent is available”, and “connect through to an agent that has spoken with them before, if at all possible”. I was at a Web2.0 conference about three weeks ago, and the number 1 problem the good companies had was not technology, it was providing exceptional customer service, with limited resources.

]]>