Comments on: The Human (Voice) Element http://www.serviceuntitled.com/the-human-voice-element/2007/06/12/ 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/the-human-voice-element/2007/06/12/comment-page-1/#comment-76180 Service Untitled Tue, 12 Jun 2007 20:03:43 +0000 http://www.serviceuntitled.com/the-human-voice-element/2007/06/12/#comment-76180 Hi Dan - Thanks for your comment. Cost savings may be good for the short term, but are rarely good for the long term. Self-service tools are fine, as long as customers want to and aren't forced to use them. Hi Dan -

Thanks for your comment. Cost savings may be good for the short term, but are rarely good for the long term. Self-service tools are fine, as long as customers want to and aren’t forced to use them.

]]> By: Dan http://www.serviceuntitled.com/the-human-voice-element/2007/06/12/comment-page-1/#comment-76177 Dan Tue, 12 Jun 2007 19:57:26 +0000 http://www.serviceuntitled.com/the-human-voice-element/2007/06/12/#comment-76177 We couldn't agree more! When it comes to customer service, whether it be online or over the phone, one bad experience could ruin the entire brand for the consumer and force him or her to look elsewhere. This seems to be something that Scottrade takes to heart by making sure it values every customer interaction. Could they have deflected calls to an IVR in an attempt to minimize costs? Sure, but that could potentially lead to customer frustration, and when dealing with a complex decision like choosing an online brokerage, consumers want access to experts not self-service options. This isn't to say that there isn't a role for self-service tools, but as value and complexity increase consumers demand higher touch customer service options. We couldn’t agree more! When it comes to customer service, whether it be online or over the phone, one bad experience could ruin the entire brand for the consumer and force him or her to look elsewhere. This seems to be something that Scottrade takes to heart by making sure it values every customer interaction.

Could they have deflected calls to an IVR in an attempt to minimize costs? Sure, but that could potentially lead to customer frustration, and when dealing with a complex decision like choosing an online brokerage, consumers want access to experts not self-service options.

This isn’t to say that there isn’t a role for self-service tools, but as value and complexity increase consumers demand higher touch customer service options.

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