Comments on: How to reduce calls to customer service. http://www.serviceuntitled.com/how-to-reduce-calls-to-customer-service/2007/10/18/ The blog about customer service and the customer service experience. Fri, 10 Feb 2012 08:35:59 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Service Untitled http://www.serviceuntitled.com/how-to-reduce-calls-to-customer-service/2007/10/18/comment-page-1/#comment-705393 Service Untitled Thu, 17 Jul 2008 00:44:11 +0000 http://www.serviceuntitled.com/how-to-reduce-calls-to-customer-service/2007/10/18/#comment-705393 Garry, Those are all good suggestions! Thanks so much. Garry,

Those are all good suggestions! Thanks so much.

]]> By: Garry http://www.serviceuntitled.com/how-to-reduce-calls-to-customer-service/2007/10/18/comment-page-1/#comment-704759 Garry Wed, 16 Jul 2008 17:19:21 +0000 http://www.serviceuntitled.com/how-to-reduce-calls-to-customer-service/2007/10/18/#comment-704759 You should analyse that why the customer is calling. E.g. In telecom you can analyse whether the customer is calling for product information, activation or deactivation. You can help in reducing cost of the company by giving a self service to the customer to do that activation/deact himself and probably a sms way to get his required information.... You should analyse that why the customer is calling. E.g. In telecom you can analyse whether the customer is calling for product information, activation or deactivation. You can help in reducing cost of the company by giving a self service to the customer to do that activation/deact himself and probably a sms way to get his required information….

]]> By: Service Untitled » Figure Out Why They’re Calling - customer service and customer service experience blog http://www.serviceuntitled.com/how-to-reduce-calls-to-customer-service/2007/10/18/comment-page-1/#comment-277474 Service Untitled » Figure Out Why They’re Calling - customer service and customer service experience blog Tue, 30 Oct 2007 10:49:35 +0000 http://www.serviceuntitled.com/how-to-reduce-calls-to-customer-service/2007/10/18/#comment-277474 [...] A post on Paul Sweeney’s You’ve Been Noticed pointed out the obvious thing I missed with how to reduce phone calls to customer service: figure out why your customers are calling. I missed the elephant in the room when I forgot to mention that. It may just seem like common sense, but it makes a ton of sense and is something that has to be considered. [...] [...] A post on Paul Sweeney’s You’ve Been Noticed pointed out the obvious thing I missed with how to reduce phone calls to customer service: figure out why your customers are calling. I missed the elephant in the room when I forgot to mention that. It may just seem like common sense, but it makes a ton of sense and is something that has to be considered. [...]

]]> By: Reduce costs and increase sales through proactive notification | Conversationware http://www.serviceuntitled.com/how-to-reduce-calls-to-customer-service/2007/10/18/comment-page-1/#comment-272545 Reduce costs and increase sales through proactive notification | Conversationware Sat, 27 Oct 2007 12:26:34 +0000 http://www.serviceuntitled.com/how-to-reduce-calls-to-customer-service/2007/10/18/#comment-272545 [...] The original article at Service Untitled is also a good read and argues for more multimedia and self service options. [...] [...] The original article at Service Untitled is also a good read and argues for more multimedia and self service options. [...]

]]> By: Service Untitled http://www.serviceuntitled.com/how-to-reduce-calls-to-customer-service/2007/10/18/comment-page-1/#comment-264251 Service Untitled Mon, 22 Oct 2007 22:02:58 +0000 http://www.serviceuntitled.com/how-to-reduce-calls-to-customer-service/2007/10/18/#comment-264251 Hi Stephane, Thanks for your comment. That is a great idea. Even if you don't act on the entire idea, but take a bit from it and make the change - customers appreciate and notice that. It can also positively improve your product or service. Terrific for everyone. Great suggestion! Hi Stephane,

Thanks for your comment. That is a great idea. Even if you don’t act on the entire idea, but take a bit from it and make the change – customers appreciate and notice that. It can also positively improve your product or service. Terrific for everyone.

Great suggestion!

]]> By: Stephane Grenier http://www.serviceuntitled.com/how-to-reduce-calls-to-customer-service/2007/10/18/comment-page-1/#comment-263845 Stephane Grenier Mon, 22 Oct 2007 17:04:05 +0000 http://www.serviceuntitled.com/how-to-reduce-calls-to-customer-service/2007/10/18/#comment-263845 Another big tip I can offer which we use extensively; if you get a decent amount of customer request for a particular feature (or way of doing something) then it's not as easy to use as you initially thought. Adjust it, change it, enhance it, fix it. Basically make it better. Above trying to create template answers and adding it to your online help (FAQ, etc.) try to address it your software directly. It will pay off in spades. Since the very first version of our product LandlordMax, between each and every single release we always look at the most request support items and address them directly. It not only reduces support requests, but it will increase your sales. Remember that for every person who contacts you, there's probably a dozen or more that don't. That's a lot of potential sales! Not only that, but enhancing some features may actually bring in better returns that anything else. Not just because of the reduced support costs, but because of the extra revenues. Think about it... Another big tip I can offer which we use extensively; if you get a decent amount of customer request for a particular feature (or way of doing something) then it’s not as easy to use as you initially thought. Adjust it, change it, enhance it, fix it. Basically make it better. Above trying to create template answers and adding it to your online help (FAQ, etc.) try to address it your software directly. It will pay off in spades.

Since the very first version of our product LandlordMax, between each and every single release we always look at the most request support items and address them directly. It not only reduces support requests, but it will increase your sales. Remember that for every person who contacts you, there’s probably a dozen or more that don’t. That’s a lot of potential sales! Not only that, but enhancing some features may actually bring in better returns that anything else. Not just because of the reduced support costs, but because of the extra revenues. Think about it…

]]> By: Ian Landsman's Weblog v2.0 http://www.serviceuntitled.com/how-to-reduce-calls-to-customer-service/2007/10/18/comment-page-1/#comment-263798 Ian Landsman's Weblog v2.0 Mon, 22 Oct 2007 16:09:33 +0000 http://www.serviceuntitled.com/how-to-reduce-calls-to-customer-service/2007/10/18/#comment-263798 <strong>Reducing Customer Service Phone Calls...</strong> An interesting post on reducing customer service calls. Sounds like he should be recommending HelpSpot to his customers :&#45 ... Reducing Customer Service Phone Calls…

An interesting post on reducing customer service calls.

Sounds like he should be recommending HelpSpot to his customers :&#45
…

]]> By: Ghillie Suits » How to reduce calls to customer service. http://www.serviceuntitled.com/how-to-reduce-calls-to-customer-service/2007/10/18/comment-page-1/#comment-255864 Ghillie Suits » How to reduce calls to customer service. Thu, 18 Oct 2007 16:15:37 +0000 http://www.serviceuntitled.com/how-to-reduce-calls-to-customer-service/2007/10/18/#comment-255864 [...] Check it out! While looking through the blogosphere we stumbled on an interesting post today.Here’s a quick excerpt they get is a lot lower. No one ever thinks to email Dell, Microsoft, or HP because they either don [...] [...] Check it out! While looking through the blogosphere we stumbled on an interesting post today.Here’s a quick excerpt they get is a lot lower. No one ever thinks to email Dell, Microsoft, or HP because they either don [...]

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