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4 Reasons Why Traditional Customer Support Systems don’t work
The Big Picture
Most companies start off with a simple email address or a contact form and soon enough, discover that it doesn’t meet their needs. Their staff are inundated with repetitive mails, and irritated by the monotony of questions. They find themselves wasting time on such tasks. Nor are customers happy with the slowness of response.
So, what it is about conventional customer support systems that causes your customers such heartache and directly impacts your business growth?
What’s really wrong with them?
In short, there are four reasons why conventional systems don’t work very well:
• Conventional systems aren’t built around the customer
• Conventional systems don’t scale very well
• Conventional systems look cheap, but costs pile up over time
• Conventional systems don’t address spam very well
But, we’re just a small business!
The truth is that, regardless of how small or large your operations are, customers have come to expect a high standard of service. After all, what they get is what they care about – your constraints are unimportant to them. Yes, customers are opportunistic, and conventional support systems with these four failings give them every opportunity to switch brands.
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