Customer Service in a Web 2.0 World

Channel migration to self-service options

ac00kson — Fri, 12 Mar 2010 09:34:40 +0000

If most of your customers are interacting with you online and can happily get what they need without having to talk to you and more importantly don’t really want to talk to you, why create processes or an online environment that drives your customers to a customer service agent?

Sounds simple, logical and straight forward . . . .

But, whilst your in the process of channel transition, what is the best thing to do when your customers are calling you for services and solutions that they can self serve online?

use IVR to direct them to automated responses
use recorded messaging to remind customers of what’s available
get agents to educate customers on the availability of online resources
survey customers to understand user journeys and why they aren’t using online resources
remove your telephone number from your website

Does anyone have any great tips for helping to move a customer base from predominently phone support to online resources?

weird ways to gather customer feedback

ac00kson — Thu, 04 Dec 2008 21:34:29 +0000

I was wondering what the weirdest customer feedback mechanism might be. If you find something worthy post it here

Benefits of web technology to customer service

ac00kson — Thu, 04 Dec 2008 20:56:29 +0000

Web 2.0 technology enables you as a customer to get passed the stuff that companies push out. Stuff about how great they are and how what they have got to offer is the answer to all your problems. It enables you to access what feels like a truth from someone who has got nothing to gain or loose from your deciding to buy.

Our camera and TV were all purchased on the recommendations of people we will never meet, but posted their views on the web.

Tell us what you think

ac00kson — Wed, 19 Nov 2008 22:57:41 +0000

customer feedback

There are over 20 million web sites out there right now asking their customers for their comments. 9.5 million companies have ‘tell us what you think’ pages on the web, the company I work for is one of them.

The range and means by which companies gather customer feedback gets ever more sophisticated. As well as the familiar postal or phone survey, you can give instant feedback via text or touch tone at the end of a call. Online surveys, quizzes and polls. Pressing the smiley faces in the motor way services, dropping a coin in the tips jar in a jeans shop, post cards, comments cards, market researchers, focus groups . . If the variety and ease of giving feedback wasn’t enough to get the customer to speak there are offers of cash, prize draws, free services and products as enticements.

But are we getting the right feedback and what are we doing with it?

The Wonderful World of Work and Social Networking

ac00kson — Tue, 11 Nov 2008 22:13:47 +0000

I am an employee of a company that is planning on using social networking tools to support its customers. As the Head of Customer Service I need to develop my strategy on how best to use them. But, can I really put tools to best use and seize opportunities if I don’t use them myself?

How do Generation X techno-migrant senior managers successfully create strategies and policies that embrace 2.0 technology if they are just stood at the edge of the pool looking at the water – rather than in their swimmers and diving in?

The world is changing; the way we shop, learn and communicate is changing, and with it work needs to change. . . .

During breakfast I read with interest an article called ‘generation expects’ which discussed how the ‘net generation’ have different expectations of the workplace. These new employees who are familiar with using online collaborative tools as a part of their studies and social life are dissapointed with the low-fi approach to the average office.

Why shouldn’t the office embrace social networking tools? Why can’t we be liberated from endless face to face meetings and instead share ideas and problem solve on our intranet? Couldn’t this approach: reduce the silo thinking we all complain about, get the ideas from the shop floor we know we all need, empower our workforce and improve quality?

It seems logical – so why is the world of work so slow to catch up? What are we afraid of? Which organisations are out there right now making the technology work as hard for their employees as they are for their customers?

Will the exercise of writing this blog make me any better at my job or help me make better decisions? I guess there is only one way to find out!

Putting the record straight

ac00kson — Tue, 11 Nov 2008 21:23:20 +0000

this is me

Hello, I am the Head of Customer Service at Ufi learndirect. I have been in post about three years. I am also a member of the Institute of Customer Service. I love discovering, thinking and talking about all things customer service.

Rather than just limit my musings to those closest to me I am hoping to find like minded individuals to share ideas and thoughts about how the customer service industry will need to change in order to embrace Web 2.0 technology and Social Networking.

This blog is entirely my opinion and does not in any way represent the views of the organisation I work for.